At e Document, we strive to provide seamless digital facilitation for e-governance and utility services. We understand that circumstances may change, and you may need to cancel a requested service. Please read our Cancellation and Refund Policy carefully to understand the conditions under which refunds are processed.
1. General Refund Conditions
Before Processing: If you place an order/request and cancel it before our team has started processing the application or submitted it to the respective government/third-party portal, you are eligible for a full refund (minus any payment gateway charges, if applicable).
After Submission (Non-Refundable): Once your application (e.g., PAN Card, Birth Certificate, Ayushman Card) has been successfully submitted to the concerned authority portal and the requisite government/processing fee has been paid by us, no refund will be issued. Our service fee and the government fee become strictly non-refundable at this stage.
Application Rejection: We act as facilitators and cannot guarantee approval. If your application is rejected by the issuing authority due to incorrect information, fake documents, or eligibility issues provided by you, no refund will be initiated.
2. Service-Specific Policies
Train Ticket Booking (IRCTC): Cancellations and refunds for train tickets are strictly governed by IRCTC policies. In case of ticket cancellation by the user, the refund amount will be credited back to the original payment method after deducting applicable IRCTC cancellation charges and our standard service fee.
Money Transfer & AePS (Aadhaar Enabled Payment System): If a money transfer or AePS transaction fails due to bank server downtime or network issues, but the amount is debited from your account, the amount will be auto-refunded to your bank account by your bank within 3 to 7 working days, as per NPCI and RBI guidelines. e Document is not liable to refund such amounts manually.
Bank Account Opening: Any fees collected for facilitating bank account opening are non-refundable once the application is initiated with the respective banking partner.
3. Technical Failures
If a transaction fails on our website due to a technical error (e.g., payment deducted but order not generated) and the service is not rendered, a full refund will be initiated automatically. Users must report such issues to our support team within 24 hours of the incident.
4. Refund Processing Timeline
Approved refunds will be processed and credited to the customer's original method of payment (Credit Card, Debit Card, Net Banking, or UPI) within 5 to 7 business days.
5. Contact Us
If you have any questions about this Refund Policy or wish to request a cancellation, please contact our support team: