Refund & Cancellation Policy

1. Overview

This policy explains when you can cancel a service request with Punjab Saathi, when a refund of our service fee is possible, and how the refund process works. This policy applies to the service fee we charge for our assistance — it does not apply to any official government fee, which is explained separately in Section 4.

2. When a Refund Is Possible

A refund of our service fee is generally possible when:

• You cancel your request before we have submitted your application on the relevant government portal.
• We are unable to process your request due to an error on our part.
• A duplicate payment was made for the same service by mistake.

In these cases, we will refund the service fee you paid, in line with the timeline in Section 6.

3. When a Refund Is Not Possible

Refunds are also not possible where:

• Your application is rejected, delayed, or requires resubmission due to a government department's decision, process, or technical issue — this is outside our control and is addressed in our Disclaimer.
• You provided incorrect, incomplete, or fraudulent information or documents, which affected the application.
• You simply change your mind after the application has already been submitted.

4. Government Fees

Where your service involves an official government fee (such as an application fee, scheme fee, or stamp duty) paid through us to a government portal, this amount is separate from our service fee and, once submitted to the government portal, is non-refundable through Punjab Saathi. Any refund of a government fee itself, if applicable, can only be processed by the relevant government department under its own rules — Punjab Saathi has no control over this.

5. How to Request a Cancellation

To request a cancellation or refund, please contact us as soon as possible, ideally before we begin processing your application, using any of the following:

Please have your payment receipt, application reference (if any), and registered mobile number ready when contacting us — this helps us process your request faster.

6. Refund Processing Timeline

Once a refund request is approved, we aim to process the refund to your original payment method within 5 working days. Please note that the time for the amount to reflect in your bank account or payment app after we process it depends on your bank or payment provider, and is outside our control.

7. Partial Refunds

In some cases, a partial refund may be offered instead of a full refund — for example, where some work has already been done on your application (such as document review or data entry) before you requested cancellation, but the application had not yet been submitted to the government portal. In such cases, we will explain the deduction to you before processing the refund.

8. Failed or Duplicate Payments

If a payment fails but an amount is deducted from your account, or if you are charged more than once for the same service due to a technical error, please contact us with your payment reference and transaction details. We will verify the issue with our payment gateway partner and refund any excess or duplicate amount.

9. Contact for Refund Requests