Cancellation & Refund Policy

PRALEKH CANCELLATION & REFUND POLICY

This Cancellation & Refund Policy (“Refund Policy”) explains the cancellation, refund and payment reversal rules applicable to services purchased through the PRALEKH mobile application, website and related services (“Platform”).

PRALEKH is operated by Taksons Technologies Private Limited (“PRALEKH”, “Company”, “we”, “us” or “our”).

This Refund Policy should be read together with the PRALEKH User Terms of Service and other applicable service-specific terms.

1. GENERAL POLICY

PRALEKH provides and facilitates documentation, professional and related services through its Platform.

Because many PRALEKH services involve professional work, document preparation, verification, filing, submission, Partner time and/or third-party or statutory processes, the availability and amount of any refund may depend on the stage of the service when cancellation or a refund request is made.

Refunds are not automatically available merely because a User changes their mind after service work has started.

All refund requests will be reviewed according to this Policy, the applicable service terms and applicable law.

2. CANCELLATION BEFORE SERVICE PROCESSING

A User may request cancellation of an order before meaningful service work has commenced.

Where the cancellation request is received before the service has been started or substantial work has been performed, PRALEKH may approve a full or partial refund, subject to any applicable third-party or statutory charges already incurred.

Once service processing has commenced, the amount refundable may be reduced based on the work already performed and costs already incurred.

3. CANCELLATION AFTER SERVICE WORK HAS STARTED

Where a Partner or PRALEKH has already started work on an order, including document review, preparation, verification, consultation, filing preparation, application processing or other service-related work, the User may not be eligible for a full refund.

PRALEKH may provide a partial refund where appropriate after considering:

• work already completed;
• Partner or professional charges;
• third-party costs;
• statutory or filing charges;
• documents or information already processed; and
• the circumstances of the cancellation.

Any refund will be determined on a case-by-case basis, subject to applicable law.

4. COMPLETED OR SUBMITTED SERVICES

Once a service has been substantially completed, submitted to an applicable authority, delivered to the User or otherwise fulfilled, the payment will generally not be refundable merely because the User is dissatisfied with the outcome or no longer requires the service.

Where a service contains a material deficiency attributable to PRALEKH or the relevant Partner, the User may raise a complaint and request appropriate resolution, rework, correction, partial refund or other remedy, as applicable.

Nothing in this Policy limits any mandatory rights available to the User under applicable law.

5. THIRD-PARTY, STATUTORY AND EXTERNAL CHARGES

Certain services may involve government/statutory fees, filing charges, stamp duties, professional charges, verification charges or other third-party costs.

Amounts already paid or incurred on behalf of the User may not be refundable where the relevant third party does not provide a refund or where the amount has already been utilised for the requested service, subject to applicable law.

PRALEKH will not represent an external statutory or third-party charge as refundable when it is not reasonably recoverable.

6. ADDITIONAL PAYMENT REQUESTS

Certain services may require additional work or charges that were not known or reasonably determinable when the original order was placed.

Where the Platform provides an Additional Payment Request facility, the applicable additional amount and reason will be communicated to the User.

Where User approval is required, the additional amount will not be processed through the Platform without the required approval.

Refunds relating to an approved additional payment will be assessed in accordance with the nature and status of the additional service or work performed.

7. SERVICE NOT AVAILABLE OR PARTNER UNAVAILABLE

If PRALEKH is unable to provide or arrange the purchased service because an eligible Partner is unavailable and the service cannot reasonably be reassigned or completed, PRALEKH may provide an appropriate refund of the affected amount.

Where only part of a service is affected, PRALEKH may provide a partial refund corresponding to the affected portion, where appropriate.

8. SERVICE DELAYS

A delay does not automatically create a right to a full refund.

Where a delay is caused by the Partner, PRALEKH may investigate the matter and may take corrective action, request completion, reassign the service where reasonably possible, or provide an appropriate remedy depending on the circumstances.

Delays caused by the User, external authorities, statutory processes, government portals, payment providers, banks, third-party systems, technical failures or circumstances beyond reasonable control may not qualify for a refund.

9. USER-PROVIDED INFORMATION OR DOCUMENTS

PRALEKH is not responsible for a service failure resulting from inaccurate, incomplete, misleading, expired, unauthorised or fraudulent information or documents supplied by the User.

Where work has already been performed based on such information or documents, the User may not be eligible for a refund for the work already completed or costs already incurred.

Where additional work is required because of incorrect or incomplete information supplied by the User, an additional charge may apply where permitted and appropriately disclosed.

10. FAILED, DUPLICATE OR UNSUCCESSFUL PAYMENTS

If a payment is debited from the User’s account but the corresponding order is not successfully created or confirmed, PRALEKH will review the transaction and process any applicable reversal or refund.

Where the same transaction is accidentally charged more than once, the duplicate amount will be eligible for refund after verification.

Refund processing may depend on confirmation from the payment gateway, banking institution or other payment service provider.

11. FRAUDULENT OR UNAUTHORISED TRANSACTIONS

If a User believes that a transaction was made without their authorisation, they should immediately contact PRALEKH through the official support channel and, where appropriate, their bank or payment provider.

PRALEKH may investigate disputed transactions and may request information reasonably necessary to verify the transaction.

Refunds arising from unauthorised transactions will be handled in accordance with applicable law, payment-provider procedures and the circumstances of the transaction.

12. REFUND REQUEST PROCESS

To request a cancellation or refund, the User should contact PRALEKH through the available in-app support facility or:
Email: support@pralekh.co.in

The User should provide, where available:

• Order ID;
• payment/transaction reference;
• date of payment;
• service name;
• reason for the request; and
• relevant supporting information.

PRALEKH may request additional information where reasonably necessary to review the request.

13. REFUND REVIEW AND APPROVAL

Each refund request may be reviewed based on:

• the service purchased;
• order status;
• stage of service completion;
• work already performed;
• Partner involvement;
• statutory or third-party charges;
• reason for cancellation;
• User-provided information;
• payment status; and
• applicable law and policies.

Where a refund is approved, PRALEKH will communicate the applicable refund amount and initiate the refund through the applicable payment process.

14. REFUND METHOD AND PROCESSING TIME

Approved refunds will generally be processed to the original payment method used for the transaction, subject to the payment provider’s capabilities and applicable law.

Once PRALEKH initiates a refund, it will generally be processed by the payment provider within its applicable processing timelines. Refunds may typically take 5–10 working days to reflect in the User’s account, depending on the payment method, bank and payment provider.

PRALEKH is not responsible for delays caused solely by banks, payment gateways or other third-party payment infrastructure outside its reasonable control.

Where available, PRALEKH may provide a refund reference or transaction reference to help the User track the refund.

15. PARTIAL REFUNDS

Where only part of a service remains incomplete or eligible for refund, PRALEKH may issue a partial refund rather than a full refund.

The refund amount may take into account work already performed, Partner charges, statutory charges and other non-recoverable costs, where legally permissible.

16. NON-REFUNDABLE OR LIMITED-REFUND SITUATIONS

Subject to applicable law, a refund may not be available or may be limited where:

• the service has already been substantially completed;
• documents or applications have already been prepared or submitted;
• professional work has already been performed;
• statutory or third-party charges have already been incurred;
• the User supplied incorrect or incomplete information;
• the User failed to provide required documents or information;
• the User failed to cooperate or respond within a reasonable period;
• the requested outcome depends on an external authority’s decision;
• the User voluntarily stops using the service after work has commenced; or
• the refund request arises solely because the User has changed their mind after the service has been performed.

These conditions are subject to any mandatory consumer or other legal rights applicable to the User.

17. PROMOTIONAL OFFERS AND DISCOUNTS

Refunds relating to promotional offers, discounts, referral benefits or other special campaigns may be subject to the specific terms of the applicable offer.

Unless otherwise stated, a promotional benefit does not create an independent cash-refund entitlement.

Where an order involving a promotional benefit is cancelled or refunded, the refund may be calculated on the actual amount paid by the User and in accordance with the applicable promotional terms.

18. POLICY CHANGES

PRALEKH may update this Cancellation & Refund Policy from time to time to reflect changes in services, payment processes, business practices or applicable law.

The updated version will be published on the PRALEKH website or Platform with its applicable version and effective date.

The policy applicable to a transaction will generally be the policy in effect at the time the relevant order or payment was placed, subject to applicable law and any expressly applicable updated terms.

19. CONTACT AND GRIEVANCE

For cancellation, refund or payment-related questions, contact:
PRALEKH Taksons Technologies Private Limited
Email: support@pralekh.co.in Website: pralekh.co.in

Please include your Order ID and payment reference wherever available so that the matter can be reviewed efficiently.

PRALEKH will make reasonable efforts to review complaints and refund requests in accordance with this Policy and applicable law.