Refund & Cancellation Policy

Last updated: 13 August 2026

This Refund & Cancellation Policy is published in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and forms part of our Terms of Service. It explains when refunds are available and how they are processed.

The short version: If we cannot retrieve your document, you get a full automatic refund. If you made an error in the property details, the document still reflects your input and is not refundable. Credit-pack top-ups are refundable for the unused balance within 7 days of purchase.

1. How the Service Works (and Why This Matters for Refunds)

When you request a document, you provide the property identifiers (7-Point Key). We then retrieve the document matching those identifiers from the official government portal. The document we deliver is the government's response to your specific search query. If the details you provide are correct, the document is correct. If the details are wrong, the document will be wrong — but that is a search-query error, not a service failure.

For most document types, only a nominal credit (₹1) is charged. For premium services (E-Khata, Title History Report, clean signed RTC), a fee is charged as displayed at the time of request.

2. When You Get a Refund

Automatic full refund — no action needed:

Document could not be retrieved: the government portal was down, returned no results for the given identifiers, or the document does not exist in the government's records;
Service failure: a technical error on our end prevented delivery;
Government fee charged but document not delivered: if we paid a portal fee (e.g., ₹10 i-Wallet for signed RTC) but could not complete the retrieval, the full amount is refunded.

These refunds are processed automatically to your Anashwar Docs credit balance immediately upon task failure. If you paid via Razorpay and prefer a reversal to your original payment method instead of credit, email support@anashwar.com.

3. When Refunds Are Not Available

Not eligible for refund:

Document successfully delivered: once a valid document has been retrieved and made available in your account, the service has been performed and the fee is non-refundable;
Incorrect property details provided by you: if you enter the wrong survey number, village, or other identifier, the document we retrieve will correctly reflect your query — but for the wrong property. This is user error, not a service failure, and is not refundable. Please verify your 7-Point Key before submitting a request;
Duplicate requests: if you request the same document type for the same property multiple times, each successful retrieval is a completed service;
Title History Report after generation: the report is a custom analytical work product. Once generated and delivered, it cannot be refunded. If generation fails, you are refunded automatically.

4. Credit Pack (Wallet) Top-Ups

Within 7 days of purchase: full refund of the unused balance. Used credits (for completed services) are non-refundable.
After 7 days: unused credits remain valid for 12 months from the date of last activity. No cash refund; credits may be used for any service on the platform.
To request a credit-pack refund, email support@anashwar.com with your account phone number and transaction ID.

5. Subscription (Property Monitoring)

Monthly plan: cancel anytime. Cancellation takes effect at the end of the current billing cycle. No prorated refund for the remaining period.
Yearly plan: cancel anytime. If cancelled within 7 days of purchase and no monitoring alerts have been triggered, a full refund is available. After 7 days, the plan runs to the end of the billing cycle with no refund.

6. Processing Timeline

Refund type	Method	Timeline
Auto-refund (failed task)	Credit balance	Immediate
Razorpay reversal	Original payment method	5–7 business days
Credit-pack refund	Original payment method	5–7 business days from approval
Subscription refund (if eligible)	Original payment method	5–7 business days

7. How to Request a Refund

For failed tasks: no action needed — the refund is automatic.
For all other refund requests: open the order in your Anashwar Docs account and tap "Request Refund", or email support@anashwar.com with your order ID and reason.
Refund requests are reviewed within 3 business days.
If your request is denied and you disagree, you may escalate to our Grievance Officer at grievance@anashwar.com or approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

8. Grievance Officer

Grievance Officer: Shubham Tiwadi
Email: grievance@anashwar.com
Phone: +91-70191-90196
Address: 3rd Floor, Darbar Square, Opp. Balaji Temple, Ram Mandir Rd, Vijayapura, Karnataka 586101

Acknowledgement within 48 hours; resolution within 15 days, per Consumer Protection (E-Commerce) Rules 2020.