VivahaMitra: Refund & Cancellation Policy

Effective Date: To be updated before publication | App Name: VivahaMitra

1. Introduction

Welcome to VivahaMitra (the "Platform", "Application", "we", "us", or "our"). We are committed to transparency and delivering genuine matrimonial matchmaking services. This Refund & Cancellation Policy explains the terms and conditions under which subscription plans and candidate registration fees are purchased, canceled, and refunded in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable Indian laws and regulations.

2. Services & Subscription Plans

VivahaMitra offers digital matrimonial matchmaking services through structured tiers:

• One-Time Profile Registration & Activation: A nominal one-time fee to review, verify, assign an Official Candidate ID, and publish candidate biodata, photos, and horoscope into the searchable candidate database.
• Membership / Subscription Plans: Paid packages (e.g., Basic, Premium, Elite) with specified validity periods (such as 30, 90, or 180 days) granting access to outbound features such as unlocking verified phone numbers, parent contact info, express interests, and advanced astrology compatibility tools.

Pre-Purchase Disclosure: All pricing, discounts, duration, feature quotas, and terms are clearly displayed to the user prior to payment. Subscription validity and feature entitlements start immediately upon successful payment confirmation.

3. Subscription Cancellation

Users may choose to cancel their active subscription at any time through their in-app account settings or by contacting customer support.

• Effect of Cancellation: Cancellation stops any future renewals or recurring obligations where applicable. (Note: VivahaMitra subscriptions do not auto-debit; renewal requires manual initiation by the user).
• Continued Access: Upon voluntary cancellation, the user retains access to eligible paid benefits until the end of their existing paid validity period, subject to account status and community guidelines.
• No Automatic Refund on Voluntary Cancellation: Voluntary cancellation of an active subscription prior to its expiry does not automatically result in a refund of the remaining unused duration.

4. Account Deletion vs. Subscription Cancellation

It is vital to distinguish between deleting your profile and canceling a subscription:

5. Refund Eligibility

VivahaMitra will review and process refund claims under the following verified circumstances:

1. Duplicate / Multiple Billing: If the user's bank account, UPI ID, or card was charged more than once for the same transaction due to a network glitch or payment gateway retry.
2. Technical Failure / Non-Activation: If payment was successfully debited, but the purchased plan or registration was not activated on the user's account within 24 hours and our technical support team is unable to resolve the activation.
3. Persistent Service Deficiency: If a major technical defect on the VivahaMitra platform prevents the customer from utilizing the core paid features for a prolonged period, and our engineering team cannot resolve the defect within a reasonable timeframe.
4. Incorrect Billing Amount: If the system charged an amount higher than the authorized plan price displayed at checkout due to a verified billing system error.
5. Statutory / Regulatory Entitlement: Any circumstance where a refund is mandated under applicable Indian consumer protection laws, judicial orders, or regulatory directives.

6. Non-Refundable Circumstances

Because VivahaMitra delivers digital matchmaking access and identity verification immediately upon payment, refunds will not be granted in the following scenarios (provided services were delivered as described and no statutory deficiency exists):

• Match Found Elsewhere: The candidate or family finds a suitable match through another matrimonial platform, offline matchmaker, family reference, or social circle during the active validity period.
• Marriage / Engagement: The candidate gets engaged or married during the subscription validity period.
• Change of Mind: The user changes their mind, decides to postpone their marriage search, or no longer wishes to use the platform after completing purchase.
• Subjective Match Expectations: The candidate does not receive responses or mutual interest from specific profiles they contacted, or is dissatisfied with other members' personal preferences. (VivahaMitra provides a discovery platform and intermediary contact facility, but cannot guarantee mutual compatibility, responses, or marriage).
• Partial Usage: The user does not utilize all allotted contacts, views, or features before the plan expires.
• Voluntary Account Deletion: The user voluntarily chooses to delete or deactivate their account before the plan duration ends.
• Terms Violation / Moderation Action: Accounts suspended, restricted, or terminated due to verified violations of our Community Guidelines (e.g., fraudulent biodata, abusive behavior, fake photos, impersonation, or financial harassment).

7. Refund Claim Process & Verification

To ensure prompt investigation, please provide the following details when submitting a claim:

1. Registered Mobile Number: The phone number associated with your VivahaMitra candidate account.
2. Registered Email Address: (if applicable).
3. Payment Transaction ID: Razorpay payment ID (e.g., pay_XXXXXXXXXX) or Bank UPI Reference/UTR number.
4. Payment Date & Amount: The exact date and amount debited.
5. Reason for Request: Detailed description of the issue (with screenshots where applicable).

8. Refund Processing Timelines & Mode

• Investigation: Our billing and compliance team will review the claim and transaction logs within 48 business hours of receiving all required information.
• Mode of Refund: Approved refunds will strictly be credited back to the original payment method (UPI account, debit/credit card, or net banking) used during purchase, processed through our authorized payment gateway (Razorpay). No cash payouts or third-party transfers are permitted.
• Bank Processing Timeline: Once initiated by VivahaMitra, the credit typically reflects in the customer's bank account within 5 to 7 business days, depending on the issuing bank and payment network.
• Confirmation: The user will receive an email and in-app notification confirming the refund reference number upon initiation.

9. Grievance Redressal & Nodal Officer

In accordance with the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, the contact details for grievance redressal regarding payments and consumer disputes are provided below:

• Platform Support Email: support@vivahamitra.in
• Privacy & Compliance Officer: privacy@vivahamitra.in
• Response Window: All grievances are acknowledged within 48 hours and resolved within 30 days of receipt.
• Official Website: www.vivahamitra.in

10. Policy Modifications

VivahaMitra reserves the right to amend, update, or revise this Refund & Cancellation Policy from time to time. Any material changes will be notified via in-app notice, website publication, or email. Continued use of the platform after the posting of modifications constitutes acceptance of the revised policy.