Refund Policy

1. Scope

This policy applies to consultation-booking fees paid through a NyaySetu-approved payment link. It does not govern fees separately agreed and paid directly to an independent advocate for work outside the confirmed NyaySetu booking.

2. When a refund may be available

A full or appropriate refund may be approved where:

• NyaySetu cancels the confirmed consultation and no reasonable rescheduled slot is accepted;
• a duplicate payment is verified;
• payment succeeds but the booking cannot be created because of a NyaySetu system or coordination failure;
• the professional does not attend the confirmed consultation and a reasonable reschedule is not accepted; or
• applicable law requires a refund.

A refund is not automatic merely because the user is dissatisfied with the legal information or professional opinion. Legal analysis may differ and no outcome is promised.

3. Situations normally not eligible

Subject to applicable law, refunds are normally not available where:

• the user does not attend, is unreachable or provides incorrect contact details;
• the user cancels too close to the scheduled time without a documented emergency;
• the consultation has substantially taken place;
• the user expected a guaranteed outcome or service outside the confirmed scope;
• the professional cannot advise because important facts were withheld or a conflict or legal restriction becomes apparent; or
• a pending bank transaction is merely delayed and has not actually been captured by Razorpay.

Exceptional circumstances may be reviewed fairly on the available records.

4. How to request a refund

1. Email legalhelp@nyaysetu.in as soon as possible and ordinarily within 48 hours of the scheduled consultation or disputed payment.
2. Use the subject “Refund Request” and include the WhatsApp phone number used for the booking, booking reference, payment reference, amount, date and concise reason.
3. Do not send a complete card number, bank password, OTP or UPI PIN.
4. Allow us to verify booking, delivery and payment records. We may ask for a redacted payment screenshot if the provider record is unclear.

5. Review and processing time

We aim to acknowledge a request promptly and communicate the review outcome after checking the records. If approved, NyaySetu will initiate the refund through the original payment method or the payment provider’s permitted route. We do not issue cash refunds.

After initiation, banks and payment networks commonly require additional business days to post the credit. The exact time is controlled by the provider or bank. A status notice from NyaySetu means the request has been reviewed or initiated; it is not a guarantee that the bank has already posted the amount.

6. Payment errors and unresolved concerns

If you see a debit without a booking confirmation, first check whether the transaction is pending or reversed. Contact us before making another payment. For an unresolved grievance, email legalhelp@nyaysetu.in with the subject “Payment Grievance”. Nothing in this policy limits rights that cannot be waived under applicable law.