Refund & Cancallation

Matrimonial Website & Mobile Application

This Refund & Cancellation Policy (“Policy”) governs cancellation requests, subscription cancellations, refunds, payment disputes, and related matters for services provided by Vivah Setu (“Platform”, “Website”, “Application”, “we”, “us”, or “our”).

By purchasing any paid service from the Platform, you acknowledge that you have read and accepted this Policy along with our Terms & Conditions and Privacy Policy.

1. SCOPE OF THIS POLICY

This Policy applies to payments made for:

ü  Premium Memberships.

ü  Subscription Plans.

ü  Featured Profiles.

ü  Profile Boost services.

ü  Contact/View Contact services.

ü  Assisted Matchmaking.

ü  Personalized Matchmaking Services.

ü  Profile Promotion.

ü  Verification Services.

ü  Special matchmaking packages.

ü  Other paid services offered by the Platform.

The specific refund terms applicable to a service may also be displayed on the relevant purchase page before payment.

2. FREE MEMBERSHIP

Registration and creation of a basic matrimonial profile may be available free of charge.

No refund shall be applicable to free Services because no payment has been made.

Free membership may have limited functionality compared with paid membership.

3. PAID MEMBERSHIP & SUBSCRIPTIONS

The Platform may offer paid membership plans for specific periods, such as:

ü  1 Month.

ü  3 Months.

ü  6 Months.

ü  12 Months.

ü  Other periods specified on the Platform.

Before purchasing a plan, Users should carefully review:

ü  Plan duration.

ü  Price.

ü  Applicable taxes.

ü  Features included.

ü  Renewal terms.

ü  Cancellation terms.

ü  Refund eligibility.

Once a paid membership is activated, the User receives access to the benefits and features included in that plan.

4. CANCELLATION BY USER

A User may request cancellation of a subscription through:

• Account settings, where available;
• Subscription management options;
• Customer support;
• Email request to the Platform.

Cancellation of a subscription generally prevents future renewal of the subscription.

Cancellation does not automatically mean that the amount already paid will be refunded.

Refund eligibility will be determined according to this Policy, the specific plan terms, and applicable law.

5. NON-REFUNDABLE SERVICES

Unless otherwise expressly stated or required by applicable law, the following services are generally non-refundable after activation or commencement:

ü  Premium Memberships after use.

ü  Subscription plans after activation.

ü  Profile Boost services once initiated.

ü  Featured Profile services once published.

ü  Contact-access services once contact information has been made available.

ü  Profile promotion services once the promotion has started.

ü  Verification services once verification processing has commenced.

ü  Personalized matchmaking services after work has commenced.

ü  Assisted matchmaking services after the service has commenced.

ü  Digital services that have been fully delivered.

The Platform may consider exceptional refund requests at its discretion where appropriate.

6. REFUND ELIGIBILITY

A refund may be considered in circumstances including:

A. Duplicate Payment

If the same transaction is successfully charged more than once due to a technical or payment-processing error, the duplicate amount may be refunded.

B. Payment Successful but Service Not Activated

If payment has been successfully received but the purchased Service was not activated due to a technical issue attributable to the Platform, the Platform may:

ü  Activate the Service; or

ü  Provide an appropriate refund.

C. Technical Failure

If a substantial technical problem prevents the User from accessing a paid Service and the issue cannot reasonably be resolved, the Platform may consider an appropriate refund or service extension.

D. Unauthorized Transaction

Where a User reports an unauthorized transaction, the Platform may investigate the transaction and take appropriate action based on available evidence and applicable payment-provider procedures.

E. Legal Requirement

Nothing in this Policy is intended to restrict any refund or consumer right that cannot lawfully be excluded.

7. CHANGE OF MIND

A User's decision not to continue using the Platform, failure to find a suitable match, or dissatisfaction with the number or quality of matches does not by itself guarantee a refund.

The Platform provides matchmaking and related digital services but does not guarantee:

ü  A specific number of matches.

ü  A suitable matrimonial partner.

ü  Responses from other Users.

ü  Engagement.

ü  Marriage.

ü  Relationship success.

ü  Compatibility.

ü  Any particular outcome.

Accordingly, refunds are not ordinarily provided merely because a User does not find a suitable matrimonial match.

8. PROFILE DELETION AFTER PURCHASE

Deleting or deactivating a matrimonial profile does not automatically cancel an existing paid subscription or create a refund entitlement.

Users should cancel their subscription separately where applicable.

Any refund request following profile deletion will be evaluated according to this Policy.

9. SUBSCRIPTION AUTO-RENEWAL

If a subscription includes automatic renewal, the applicable renewal frequency and price will be disclosed before activation.

Users may cancel future renewals through the available subscription-management mechanism.

If a subscription has already renewed successfully, cancellation will normally prevent the next renewal but will not automatically reverse the completed renewal payment.

Refunds for renewed subscriptions will be considered only where permitted under the applicable plan terms, payment-provider rules, or applicable law.

10. REFUND

Once a subscription payment has been successfully completed and the subscription has been activated, the amount paid shall be non-refundable and cannot be cancelled or refunded, except where a refund is required under applicable law or due to a verified technical or payment-processing error attributable to the Platform.

11. PAYMENT FAILURE

If a payment fails but the User's bank account or payment method is debited, the transaction will generally be reconciled with the payment gateway/bank.

If the Platform does not receive the payment, the Service may not be activated.

If the payment is later confirmed as successful, the Platform may activate the purchased Service or process the transaction appropriately.

12. PAYMENT GATEWAY FAILURE

The Platform may use third-party payment gateways.

If an amount is debited but the transaction is shown as failed or pending, Users should first allow reasonable time for transaction reconciliation.

Where the payment gateway confirms that the amount was successfully received by the Platform, the Platform will take appropriate action based on the transaction status.

Where the amount was not received by the Platform, the payment may be reversed or refunded by the payment processor/bank according to its applicable procedures.

13. DUPLICATE TRANSACTIONS

If a User is charged twice for the same Service due to a technical or payment-processing issue, the User should contact support with both transaction references.

After verification, the duplicate payment may be refunded.

14. FRAUDULENT OR MISLEADING ACCOUNTS

If a User is found to have:

ü  Provided false information;

ü  Created fraudulent profiles;

ü  Impersonated another person;

ü  Misused the Platform;

ü  Engaged in financial fraud;

ü  Harassed other Members;

ü  Violated Platform policies;

The Platform may suspend or terminate the account.

Any refund in such circumstances will be determined according to the nature of the violation, applicable terms, and applicable law.

Termination of an account due to User misconduct does not automatically create a refund entitlement.

15. ACCOUNT SUSPENSION

If an account is temporarily suspended for investigation, the Platform may pause certain Services.

If the account is subsequently restored, the Platform may, where appropriate, extend the subscription period for the duration of a verified Platform-caused suspension.

No automatic refund shall arise solely because an account was suspended for a legitimate policy or security investigation.

16. PLATFORM-CANCELLED SERVICES

If the Platform permanently discontinues a paid Service before the end of the purchased service period, the Platform may, depending on the circumstances:

ü  Provide an equivalent alternative Service;

ü  Extend the subscription;

ü  Provide a partial refund; or

ü  Provide another appropriate remedy.

Any remedy will be subject to applicable law and the specific circumstances.

17. PROMOTIONAL OFFERS AND DISCOUNTS

Promotional offers, coupons, discounts, introductory prices, and special packages may have separate terms.

Unless specifically stated:

ü  Promotional discounts are not exchangeable for cash.

ü  Discount codes may have expiry dates.

ü  One promotion may not be combined with another.

ü  Refunds may be calculated based on the actual amount paid.

ü  Promotional benefits may be cancelled if the underlying transaction is refunded.

18. GIFT MEMBERSHIPS

Where gift memberships are offered:

ü  The purchaser should verify the recipient details before payment.

ü  Once activated, gift memberships may not be refundable unless otherwise stated.

ü  Gift memberships may not be transferable after activation.

ü  The validity period will be specified at the time of purchase.

19. TAXES AND GST

Where applicable, GST and other statutory taxes may be charged on paid Services.

If a refund is approved, the tax component will be handled in accordance with applicable tax laws and accounting requirements.

Any applicable tax credit already claimed may affect the refund amount or process.

20. CHARGEBACKS AND PAYMENT DISPUTES

Users are requested to contact the Platform before initiating a payment dispute or chargeback where the issue can reasonably be resolved through customer support.

If a chargeback is initiated, the Platform may provide relevant transaction and account information to the payment provider, bank, card network, or other authorised entity for investigation.

Fraudulent or abusive chargeback activity may result in account restrictions, subject to applicable law.

21. NO REFUND FOR MATCHMAKING OUTCOME

The Platform's paid Services provide access to digital matchmaking features and/or matchmaking assistance.

Payment does not constitute a guarantee that:

ü  You will receive a proposal.

ü  Another User will respond.

ü  A match will be mutually interested.

ü  A relationship will develop.

ü  An engagement will occur.

ü  A marriage will take place.

Therefore, failure to obtain a matrimonial outcome does not by itself constitute a basis for a refund.

22. THIRD-PARTY PAYMENT SERVICES

Payments may be processed by third-party payment service providers.

Such providers may have their own terms, refund mechanisms, and transaction-processing rules.

Where a payment issue is caused solely by a payment provider, bank, card issuer, or other third party, the Platform will reasonably assist the User in resolving the issue but may not control the third party's processing timelines.

23. CANCELLATION OF AUTOMATIC RENEWAL

Users wishing to prevent future subscription charges should cancel automatic renewal before the next scheduled billing date.

Cancellation may be performed through the available account/subscription settings or by contacting customer support.

Users remain responsible for charges successfully processed before cancellation takes effect.

24. NO TRANSFER OF SUBSCRIPTION

Unless expressly permitted by the Platform, paid memberships and subscriptions are personal to the registered User and may not be:

ü  Sold.

ü  Transferred.

ü  Resold.

ü  Assigned.

ü  Shared with another individual.

Any unauthorized transfer may result in cancellation of the Service without refund, subject to applicable law.

25. EXCEPTIONS

The Platform reserves the right to consider exceptional refund requests on a case-by-case basis.

Examples may include:

ü  Verified technical errors.

ü  Duplicate payment.

ü  Unauthorized transaction.

ü  Service not delivered due to Platform error.

ü  Other exceptional circumstances.

Any discretionary refund shall not automatically create a precedent or entitlement to future refunds.

26. CHANGES TO THIS POLICY

We may modify this Refund & Cancellation Policy from time to time.

Changes may be made due to:

ü  Changes in law.

ü  Regulatory requirements.

ü  Changes in payment systems.

ü  Changes to our Services.

ü  Changes in business practices.

The revised Policy will be published on the Website/Application with an updated “Last Updated” date.

27. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable law, disputes shall be subject to the jurisdiction of the competent courts at:

[Rajkot, Gujarat, India]

28. CONTACT INFORMATION

Legal Entity: Vivah Setu
Registered Office:
Support Email: support@vivahsetu.co.in
Website: www.vivahsetu.co.in
Phone: +91-9898137136