Refund & Return Policy

1. Scope

This policy applies to all purchases and orders placed through the Nayasetu platform (https://nayasetu.in), including electronic delivery and physical shipments of documents or goods ("Services"). It explains conditions under which refunds or returns may be provided, the process, timelines and exclusions.

2. Cancellation by Customer

Prior to assignment and before the Company begins processing an Order, a Customer may request modification or cancellation by contacting support. Once the Company assigns the Order and processing commences, the Order is irrevocable and cancellation by the Customer is not permitted (see Clause 5: Non-Refundable Items).

3. Cancellation by Company

The Company may cancel or decline any Order if there is reason to suspect fraud, inability to verify documents, legal/regulatory restrictions, or if the requested Service cannot be performed. If the Company cancels an Order before processing starts, a full refund will be initiated to the original payment method, subject to payment processor timelines.

4. Refund eligibility

• Eligible: Orders cancelled by the Company prior to processing; verified Company errors where delivered Services materially deviate from the agreed specification and the Customer notifies us within 7 calendar days of electronic delivery.
• Not eligible: Orders for which processing has commenced and the Customer requests cancellation; change of mind after document production; statutory/government fees and third-party charges that have been incurred.
• Shipping charges, payment gateway fees and third-party charges are generally non-refundable unless the Company expressly agrees otherwise.

5. Refund process & timelines

To request a refund or report an issue:

• Contact support at info@nayasetu.in or call +91 92431 66429, quoting your Order ID and reason for request.
• Provide supporting documents or screenshots to help verify the claim.

Verification & processing: If a refund is approved, we will initiate refund to the original payment source within 3–7 business days (internal processing). Final credit to the Customer’s account depends on the Customer’s bank/payment method and may take an additional 3–14 business days.

Total time from approval to appearance in Customer account may be up to 17 business days depending on payment rails, bank holidays and reconciliation.

6. Mode of refund

Refunds will be made to the original payment instrument used (card/netbanking/UPI/wallet). If the original payment source is unavailable, the Company may propose an alternative refund method subject to verification and identity checks.

7. Shipping, delivery and returns (physical copies)

If physical items were shipped, returns must be pre-approved. The Customer should securely package returns. Return shipping costs may be borne by the Customer unless the return is due to the Company’s error. Refunds for returned physical items will be processed after inspection and confirmation.

8. Chargebacks & disputes

If a Customer initiates a chargeback or dispute via their bank/payment provider, the Company will cooperate with the payment processor and supply documentation. Chargeback outcomes are governed by the issuing bank and payment network rules; the Company reserves the right to contest unjustified chargebacks with evidence of delivery/performance.

9. Fees, deductions and third-party charges

Payment gateway fees, bank settlement charges, and third-party fees may be deducted from refundable amounts where applicable. Government fees or statutory charges paid on behalf of the Customer are non-refundable if already incurred.

10. Contact & escalation

11. Governing law

These refund and return terms are governed by the laws of India. Any dispute arising out of or relating to this policy shall be subject to the exclusive jurisdiction of the courts at Manasa, Madhya Pradesh.