Refund Policy
How and when we issue refunds on pay-per-verification charges for document verification services on the DocuExprt platform.
Scope
This policy applies to all pay-per-verification charges made on the DocuExprt platform, including but not limited to:
- Identity documents — Aadhaar, PAN, DigiLocker, and similar.
- Academic documents — degrees, marksheets, transcripts, certificates.
- Financial documents — bank statements, income proofs, tax documents.
- Caste, domicile, and other government-issued certificates.
- Any other document verification service billed individually per transaction.
Eligible refund scenarios
You are eligible to request a refund only in the following cases.
Technical failure on our sideRefundable
The verification could not be completed due to a system error, downtime, or technical issue on the DocuExprt platform. In such cases, the full amount charged for the failed verification will be refunded.
Upstream provider or government API failureRefundable
The verification failed because the underlying government database, issuing authority, or third-party verification provider was unavailable, returned an invalid response, or timed out. In such cases, the full amount will be refunded or credited back to your account.
Duplicate or accidental paymentRefundable
You were charged more than once for the same verification, or a payment was made in error. The duplicate amount will be refunded in full upon verification of the transaction logs.
Non-refundable scenarios
Refunds will not be issued in the following cases:
- The verification was successfully completed and a valid result (positive or negative) was returned, even if the result does not match your expectation. A "no match" or "not found" outcome from a government source is a successful verification and is not refundable.
- The verification was initiated with incorrect, invalid, or fraudulent input data provided by you — e.g., wrong document number, mismatched name, tampered file.
- The request was made outside the 7-day refund window described below.
- The charge corresponds to a verification consumed under a third-party integration where the partner's terms apply.
How to request a refund
To request a refund, send an email to support@docuexprt.com within 7 days of the disputed transaction. Refund requests submitted after the 7-day window will not be considered.
- Registered account email or username
- Transaction ID or invoice number
- Date and time of the verification
- Reason for the refund request
- Any relevant screenshots or error messages
Processing timeline
We commit to a clear, predictable refund timeline so you know exactly when to expect resolution.
GST and taxes
Where applicable, refunds will include the GST component charged on the original transaction. The refunded GST will be adjusted in accordance with applicable Indian tax laws and reflected in your tax invoices.
Refund method
Refunds are issued only to the original payment instrument used for the transaction — credit/debit card, UPI, net banking, or wallet. We do not process refunds via cash, cheque, or any alternative payment method.
Chargebacks and disputes
We encourage customers to contact us first before initiating a chargeback through their bank or card provider. Unsubstantiated chargebacks may result in temporary suspension of the account pending resolution.
Changes to this policy
DocuExprt reserves the right to modify this Refund Policy at any time. Updates will be posted on this page with a revised “Last Updated” date. Continued use of the platform after such changes constitutes acceptance of the revised policy.
Governing law and jurisdiction
This policy is governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts at Pune, Maharashtra.
Need help with a refund?
Email us with your transaction details and we’ll get back to you within 2 business days.
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