Refund & Cancellation Policy

This policy applies to paid Namma Guide educational guidance, checklist preparation, portal-awareness support, document-readiness support, and assisted civic support services.

Service charges are not government fees

Amounts paid to Namma Guide are service charges for our time and support. They are not government fees, legal fees, brokerage fees, bribes, facilitation payments, approval fees, or payments to any public servant. Official fees must be paid only through authorised official channels.

Cancellation before work starts

If you cancel before we begin reviewing your issue, preparing guidance, checking documents, or spending time on the requested support, you may request a refund of the paid service charge, after deduction of any unavoidable payment gateway or transaction charges where applicable.

After work has started

Once we have started reviewing your issue, preparing a checklist, providing guidance, analysing screenshots, drafting communication points, or giving assisted support, the fee may be non-refundable or partially refundable depending on the work already completed.

No refund for government outcomes

Refunds are not available merely because a government authority delays, rejects, asks for more documents, changes requirements, keeps a portal down, or makes a decision you disagree with. Such outcomes are outside our control.

Duplicate or failed payments

If you believe you made a duplicate payment or were charged for a failed transaction, contact us with payment proof, date, amount, phone number, and transaction reference. Valid duplicate payments will be refunded after verification.

How to request a refund

Send your refund request through the Contact page or WhatsApp link with your name, phone number, payment proof, transaction reference, service requested, and reason for refund. We aim to review genuine refund requests within a reasonable time.

Refund method and timing

Approved refunds will normally be returned to the original payment method where possible. Bank, UPI, card, wallet, or payment gateway timelines may vary and are outside our control.

Abuse and false information

We may refuse refunds where the request involves false information, unauthorised documents, abusive behaviour, unlawful requests, misuse of support, or violation of our Terms & Conditions.