Refund and Cancellation Policy

1. Scope

1.1 This policy applies to amounts paid to Blessing Softtech (OPC) Private Limited through the Turag platform for services the Company supplies as principal, including inspection fees, listing and feature fees, subscription and package fees, and platform or convenience fees.

1.2 Where the Company collects money on account of a Seller — for example a booking or token amount for a vehicle — it does so as the Seller’s disclosed agent. Refund of such amounts is governed by the contract between the Buyer and the Seller. The Company will return any amount still held by it and not yet released to the Seller, and will co-operate in resolving the claim, but is not itself the refunding party.

2. Cancellation

2.1 Orders once placed cannot be cancelled. Bookings, inspection appointments, subscriptions, listing packages and feature purchases are treated as final on confirmation of payment.

2.2 This position is disclosed on the checkout screen, and you are required to acknowledge it by a distinct affirmative action before payment. A record of that acknowledgement is retained.

2.3 Clause 2.1 is subject to clause 3. Nothing in this policy excludes a right you have under the Consumer Protection Act, 2019 or any other law in force.

3. When a refund is payable

Despite clause 2.1, the Company will refund in the following circumstances:

3.1 Rescheduling. An inspection appointment may be rescheduled once, free of charge, if you give at least [24] hours’ notice before the scheduled slot. A reschedule is not a cancellation and does not create a refund entitlement.

3.2 Failed visit. If our inspector attends and the vehicle is not made available, is not in a condition permitting inspection, or access is refused, the visit is treated as delivered and no refund is payable. A [visit charge of INR [XXX]] may apply to any re-visit.

4. When a refund is not payable

• Change of mind after the service has been provided.
• Dissatisfaction with the outcome of an inspection — for example, that a vehicle failed to qualify for the “Turag Verified” mark. The fee is for carrying out the inspection, not for a particular result.
• A defect that the published inspection scope expressly excludes.
• Failure of a sale between a Buyer and a Seller for reasons unconnected with the Company’s service.
• Any part of a subscription or package already consumed, save under clause C9.
• Breach of the Terms and Conditions by you, where that breach caused the loss claimed.

5. How to request a refund

5.1 Write to refunds@turag.ai, or raise a request from My Orders in your account, within [7] days of the transaction or of the event giving rise to the claim, whichever is later.

5.2 Include: registered name and mobile number, order or booking reference, transaction date and amount, the payment mode, and a short statement of the ground relied on with any supporting document.

5.3 We acknowledge every request within 24 hours and decide it within [7] working days. If we need more information we will ask for it within that period.

5.4 If a request is rejected, we will give reasons in writing and tell you how to escalate.

6. How a refund is paid — the 10-day commitment

6.1 Where a refund is approved, the Company will initiate the refund within [2] working days of approval, and the amount will be credited within 10 days of approval.

6.2 Refunds are credited to the original payment instrument used for the transaction. We do not refund to a different account, in cash, or to a third party, except where the original instrument is closed and you provide documentary evidence, or where a law or a regulator requires otherwise.

6.3 Where the refund passes through a bank, card network or UPI rail, credit is subject to that intermediary’s settlement cycle. The 10-day commitment is measured to the point at which the Company and its payment aggregator have completed their part; we will provide the Acquirer Reference Number or equivalent reference so that you can trace it.

6.4 Refunds are made in Indian Rupees (INR / ₹) for the amount actually received, net of any amount already released to a Seller under clause 1.2. The Company does not bear foreign exchange fluctuation or your bank’s charges.

6.5 No interest is payable on a refund made within the period stated in clause 6.1, except where interest is directed by a competent authority.

6.6 Applicable taxes are refunded together with the principal amount, and a credit note is issued in accordance with GST law.

7. Chargebacks

7.1 If you raise a chargeback with your bank or card network for a transaction that is also the subject of a refund request with us, please tell us. We will not process the same amount twice.

7.2 We will contest a chargeback that we believe to be unfounded, and will provide the payment network with the evidence in our possession.

8. Grievance redressal and escalation

Nothing in this policy limits your right to approach the consumer commission having jurisdiction, or to any remedy available under law.

9. Changes

We may amend this policy prospectively. The policy in force at the time of your transaction governs that transaction.