Refund Policy

CARTZENO OPC PRIVATE LIMITED

Effective Date: 09 July 2026 Welcome to CARTZENO OPC PRIVATE LIMITED ("Company", "we", "our", or "us"). This Refund Policy governs all transactions made through our website, mobile application, and digital service platform. Our platform provides B2B and B2C digital services including, but not limited to: Online Document Services Aadhaar PVC Card Printing PAN Card Services Voter ID Services Bill Payments (BBPS) Mobile, DTH & FASTag Recharge AEPS Services Money Transfer Services Insurance & Utility Services Other Government & Digital Services By using our platform, you agree to this Refund Policy. 1. General Refund Policy As our platform primarily provides digital and instant processing services, all successful transactions are generally non-refundable once the requested service has been initiated or completed. Refunds shall only be considered in the situations specifically mentioned below. 2. Eligible Cases for Refund A refund may be approved under the following circumstances: Payment has been successfully debited, but the service was not delivered due to a technical failure. Duplicate payment was made for the same service. The transaction failed, but the payment was deducted from the customer's account. The requested service could not be processed due to an internal system error. The service is unavailable because of a technical issue on our platform. 3. Non-Refundable Cases Refunds shall not be provided in the following situations: Incorrect information entered by the customer. Wrong Aadhaar, PAN, Mobile Number, Account Number or other details submitted. Services already processed successfully. Government fees or statutory charges already paid. Customer changes their mind after placing an order. Delay caused by Government Departments, Banks, NPCI, UIDAI, BBPS Operators, Telecom Operators or Third-Party Service Providers. Rejected applications due to customer error or incorrect documentation. Charges deducted by banks or payment gateways. 4. Failed Transactions If the payment is deducted but the transaction remains unsuccessful: The customer should wait for up to 7 working days as many failed transactions are automatically reversed by the bank or payment gateway. If the amount is not automatically reversed, the customer may contact our support team with complete transaction details. 5. Refund Processing Time Once a refund request is verified and approved: Refunds will be processed within 5–10 working days. The refund will be credited to the original payment method used during the transaction. Actual credit time depends upon the customer's bank or payment service provider. 6. Cancellation Policy As most of our services are processed instantly: Orders cannot be cancelled once processing has started. Orders that have already been submitted to government departments or service providers cannot be cancelled. 7. Merchant & Retailer Wallet For B2B users (Retailers/Cyber Café Owners): Wallet recharge amounts are generally non-refundable. Refunds of wallet balances will only be considered in exceptional cases after verification and management approval. Any promotional bonus, cashback or incentive is non-refundable. 8. Chargeback Policy Customers are requested to contact our support team before initiating a chargeback with their bank. If a customer raises an unjustified chargeback after successfully receiving the service, the Company reserves the right to: Suspend or terminate the customer account. Recover the disputed amount. Initiate legal action where applicable. 9. Contact for Refund Requests For refund-related queries, customers may contact us with: Order ID / Transaction ID Payment Screenshot Registered Mobile Number Email Address Description of the issue Our support team will review the request and respond within a reasonable time. 10. Changes to this Policy CARTZENO OPC PRIVATE LIMITED reserves the right to modify or update this Refund Policy at any time without prior notice. The updated version will be published on our official website and shall become effective immediately upon publication.