Refund Policy

Our commitment to fair refund practices

Last Updated: January 10, 2026

1. Overview

This Refund Policy outlines the terms and conditions under which refunds may be issued for purchases made on Evidence Custodian. This policy applies to subscription plans and credit pack purchases.

2. Refund Eligibility

2.1 Eligibility Matrix

Scenario	Time Frame	Refund
Service not working due to technical issues on our end	Any time	100% Refund
Payment made but credits not received	Any time	100% Refund or Credit
Accidental duplicate payment	Within 7 days	100% Refund
Unused credits (no certificates generated)	Within 7 days	100% Refund
Partially used credits	Within 7 days	Pro-rata Refund
Change of mind (after using service)	After 7 days	No Refund
Account terminated for violation	Any time	No Refund

2.2 Full Refund Scenarios

You are entitled to a full refund if:

• Our service was unavailable for more than 24 consecutive hours during your subscription period
• You experienced persistent technical issues that we could not resolve within 48 hours
• You were charged incorrectly or multiple times for the same purchase
• You request a refund within 7 days of purchase and have not generated any certificates

2.3 Partial Refund Scenarios

Pro-rata refunds may be issued if:

• You request a refund within 7 days of purchase and have used some but not all credits
• We discontinue a feature you specifically purchased for (refund for remaining period)

2.4 No Refund Scenarios

Refunds will NOT be issued for:

• Credits that have been used to generate certificates
• Requests made after 7 days of purchase (unless due to our service failure)
• Change of mind after certificates have been generated
• Dissatisfaction with court acceptance of certificates (we provide technical certification, not legal guarantees)
• Account termination due to violation of Terms of Service
• Free trial or promotional credits

3. Refund Process

3.1 Required Information

When requesting a refund, please provide:

• Order ID or Transaction Reference Number
• Email address associated with your account
• Date of purchase
• Reason for refund request
• Any relevant screenshots or documentation

3.2 Processing Time

Payment Method	Refund Processing Time
UPI (Google Pay, PhonePe, Paytm, etc.)	3-5 business days
Bank Transfer	5-7 business days
Credit/Debit Card (when available)	7-10 business days

4. Cancellation Policy

4.1 Credit Packs

Credit pack purchases are non-recurring. Once purchased, credits remain valid for 12 months from the date of purchase.

4.2 Subscription Plans

For subscription-based plans (if applicable):

• You may cancel your subscription at any time
• Cancellation takes effect at the end of the current billing period
• No refund for the current period upon cancellation
• Unused credits remain available until expiry

5. Credit Expiry

6. GST and Tax Refunds

Refunds will include the GST amount paid on the original purchase. The refund amount will be the same as the total amount paid (inclusive of all taxes).

7. Exceptions

We reserve the right to make exceptions to this policy on a case-by-case basis, particularly in circumstances involving:

• Extended service outages
• Security breaches affecting user data
• Significant changes to service functionality
• Other extraordinary circumstances

8. Dispute Resolution

If you disagree with our refund decision:

1. Reply to the decision email with additional information or clarification
2. Request escalation to a senior customer service representative
3. If unresolved, you may pursue remedies under the Consumer Protection Act, 2019

9. Contact for Refunds

10. Policy Updates

We may update this Refund Policy from time to time. Changes will be effective upon posting to this page. Your continued use of the Service after changes constitutes acceptance of the updated policy.