Refund Policy

This Refund Policy explains when you may receive a refund for payments made on ChallanDekho, how refunds are processed through our payment partner Cashfree, and how long credit may take to appear in your account.

Refund timelines below follow Cashfree Payment Gateway guidance for end customers, plus an extra 2 working days buffer we publish so bank and network delays are less likely to cause dissatisfaction.

For this Policy:

• Challan / government dues: Amounts payable to a traffic or transport authority.
• Platform fee / convenience fee: Amount charged by us for facilitating the service (if shown separately at checkout).
• Working days: Monday–Friday excluding Indian bank/public holidays relevant to payment networks.
• Refund initiation: When we instruct Cashfree to return funds to your original payment method.

Subject to verification, we initiate a refund in situations such as:

• Payment was successful but we could not complete the requested settlement or paid service for reasons attributable to us or our processing pipeline.
• Duplicate successful payments for the same order or the same challan set.
• Order cancelled by us before submission to the authority, where cancellation is offered.
• Amount debited due to a technical error despite a failed or abandoned checkout (auto-reversal cases).
• Partial fulfilment where only part of a multi-challan order can be processed — unused portion may be refunded as applicable.

Refunds are generally not available when:

• The challan or government dues have already been successfully submitted to or accepted by the relevant authority.
• You provided an incorrect vehicle number, challan selection, or other details that led to a valid payment against the items you confirmed.
• You change your mind after successful authority submission.
• Delays caused solely by the authority’s processing queues after successful submission (settlement pending with the authority).
• Chargebacks initiated while a parallel refund request is already in process — we may contest illegitimate chargebacks.

If we fail to deliver the paid facilitation service and a full refund of government dues is due, any platform/convenience fee collected for that failed order is also refunded.

If government dues were successfully remitted but a fee dispute remains, fee adjustments are handled case-by-case at our discretion and as required by law.

Contact support@challandekho.com or +91 1800 000 0000 (Mon–Sat, 9:00 AM – 7:00 PM IST) with your order ID, payment reference, vehicle number, and a short description of the issue.

After we confirm eligibility, we aim to initiate the refund with Cashfree within 3 working days.

Refunds are issued to the original payment method via Cashfree (UPI, cards, net banking, wallets, and other supported modes). We do not offer cash refunds.

Cashfree typically processes most refunds quickly on their side; the time for money to appear depends on your bank or payment app. Our published customer timelines (Cashfree standard + 2 working days) are:

• UPI: up to 7 working days after initiation (Cashfree guidance up to 5 working days + 2).
• Credit / debit cards: up to 9 working days after initiation (Cashfree guidance up to 7 working days + 2).
• Net banking, wallets, and other modes: 9–12 working days after initiation (Cashfree guidance 7–10 working days + 2).
• Failed-payment auto reversals: typically within 7 working days (Cashfree guidance within 5 working days + 2).

After initiation, Cashfree and/or we may share refund status updates and identifiers (such as Order ID, Refund ID, and ARN — Acquirer Reference Number).

If your bank statement does not show the credit after the refund is marked successful, share the ARN with your bank to trace the credit.

If you have not received the amount within 12 working days of initiation, contact us with your order ID so we can investigate with Cashfree and the acquiring bank.

Where supported by the payment method and order structure, we may issue a partial refund (for example, when only some challans in a basket cannot be processed). The sum of partial refunds will not exceed the amount originally captured for that payment.

Please contact us before raising a chargeback with your bank. Many issues can be resolved faster through a refund. Unfounded chargebacks may lead to order holds or account restrictions where permitted by law.

We may update this Refund Policy to reflect changes in payment partner rules, law, or our services. The “Last updated” date will be revised when we do.

Refund support: support@challandekho.com | +91 1800 000 0000 (Mon–Sat, 9:00 AM – 7:00 PM IST). Always include your ChallanDekho order ID.