Refund & Cancellation Policy

1. Policy Overview & Service Scope

Welcome to Apna Hamsafar Matrimonial (operated under ApnaHumsafar.com). This Refund & Cancellation Policy outlines the terms under which payments made for profile registration, service validity, and offline matchmaking services are processed, cancelled, or refunded.

Apna Hamsafar provides matchmaking and introduction services for matrimonial proposals. Payments collected across our platform fall under the following structured categories:

2. Cancellation Terms

We understand that member circumstances may change. Members may request service cancellation under the following terms:

• User Account Cancellation: Members may deactivate or permanently delete their matrimonial profile at any time by accessing their account settings or contacting support.
• Pre-Activation Order Cancellation: If a payment is made for a registration plan or validity subscription but service activation has not yet been initiated (e.g., bio-data not published and no match details accessed), the user may cancel the order within 24 hours of transaction for a full refund.
• No Auto-Renewal: All subscriptions and validity packages on Apna Hamsafar are non-recurring one-time payments. Your card/account will never be charged automatically upon validity expiration.

3. Refund Eligibility & Approved Scenarios

Refunds are granted under specific, verifiable circumstances to ensure maximum fairness and complete user trust:

1. Duplicate Payment / Double Charge: If a user is charged twice for the same transaction due to a network latency, browser refresh, or technical glitch during payment checkout.
2. Payment Debited but Service Failed: If payment was debited from the customer's bank account / card / UPI via payment gateway, but the registration or validity package was not activated within 48 hours and technical activation cannot be completed.
3. Non-Delivery of Service: If Apna Hamsafar fails to provide access to database features or representative support within 7 business days from transaction confirmation without reasonable cause.

4. Online Payment & Refund Processing

All online financial transactions on ApnaHumsafar.com are securely processed via authorized, encrypted payment gateways.

Standard Refund Turnaround Time:

• Initiation SLA: Approved refunds are initiated by our finance desk within 24 to 48 hours of request validation.
• Banking Credit Period: Funds typically reflect in your bank account / source card within 5 to 7 business days from the date of refund initiation, depending on the customer's issuing bank policies.
• Transaction Reference (ARN / RRN): Once initiated, a unique Acquirer Reference Number (ARN) or Bank Reference Number (RRN) generated by the payment gateway will be shared with the member for tracking.

5. Non-Refundable Circumstances

To maintain service integrity and prevent misuse of family coordinates, refunds will not be granted under the following conditions:

• Executed Physical Home Visits: Offline coordination charges for completed home visits or meeting setups conducted by relationship officers are non-refundable.
• Utilized Service Validity: Validity subscription charges after 7 days of active service use or after match contacts have been accessed.
• User Discontinuation / Marriage Fixed Elsewhere: If a member finds a match outside Apna Hamsafar during an active validity period, unused validity time is non-refundable (though profile deactivation is executed upon request).
• Violation of Terms & Misrepresentation: Profiles terminated or suspended due to submission of fraudulent bio-data, fake identity documents, rude behavior, harassment, or commercial solicitation of other members are not eligible for any refund.

6. Step-by-Step Refund Request Process

To request a refund, please follow this straightforward procedure:

1. Send Email Notification: Write an email to our official billing team at apnahamsafar.com@gmail.com with the Subject Line: "Refund Request - [Registration ID / Registered Phone Number]".
2. Provide Required Transaction Details:
   • Full Registered Name
   • Registered Mobile Number
   • Transaction Reference ID / Payment Order ID
   • Payment Date & Amount Paid
   • Detailed Reason for Refund Request
3. Audit & Verification: Our customer support desk will review the transaction logs within 24 to 48 working hours.
4. Approval & Disbursal: Upon verification, the refund will be credited back to your original payment method within 5-7 business days.

7. Support & Grievance Desk

For any queries, transaction escalations, or assistance regarding billing and refunds, feel free to contact our dedicated customer support team: