Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy applies to all services provided by Charvak IT Consulting Pvt Ltd, including our Dokets VouchAI escrow platform (dokets.com) and consulting services (charvakit.com).

2. Dokets VouchAI - Escrow Transactions

2.1 Transaction Cancellation

• Before Payment: Transactions can be cancelled at any time before the buyer makes the payment.
• After Payment (Funds in Escrow): Cancellation is subject to mutual agreement between buyer and seller, or through our AI-powered dispute resolution.
• After Fund Release: Once funds are released to the seller, the transaction cannot be cancelled through the platform.

2.2 Refund Process

Eligible Refund Scenarios:

• Seller fails to deliver the promised product/service
• Product/service significantly differs from description
• Mutual agreement between buyer and seller
• Dispute resolution ruling in buyer's favor
• Transaction cancelled before fund release

Refund Timeline:

• Dispute resolution: Up to 7 business days
• Refund processing: 5-10 business days after approval
• Amount credited depends on the buyer's bank/payment method

2.3 Service Fee (1%)

• Cancelled before payment: No fee charged
• Refund due to seller fault: 1% fee refunded to buyer
• Refund due to buyer's change of mind: 1% fee may be retained
• Successful transaction: 1% fee is non-refundable

3. Web Development & Consulting Services

3.1 Project Cancellation

• Before project start: Full refund minus any non-recoverable costs
• During development: Refund based on work completed (pro-rata basis)
• After delivery: No refund, but revisions as per agreement

3.2 Quality Guarantee

• We provide revisions as per the project scope
• If deliverables don't meet agreed specifications, we'll fix at no additional cost
• Escalation to management if issues persist

4. Dispute Resolution Process (Dokets VouchAI)

1. Step 1 - AI Assessment: Our AI analyzes the transaction details, communication, and evidence
2. Step 2 - Automated Recommendation: AI provides a resolution recommendation within 24 hours
3. Step 3 - Mutual Agreement: Both parties can accept the AI recommendation
4. Step 4 - Manual Review: If no agreement, escalated to human review team (3-7 business days)
5. Step 5 - Final Decision: Binding resolution based on evidence and platform policies

5. Non-Refundable Circumstances

Refunds will NOT be provided in the following cases:

• Buyer's remorse after successful delivery
• Violation of our Terms & Conditions
• Fraudulent claims or misuse of the platform
• Services already rendered and accepted
• Force majeure events beyond our control

6. How to Request a Refund

For Dokets VouchAI transactions:

1. Log in to your Dokets VouchAI account
2. Navigate to the specific transaction
3. Click "Raise Dispute" or "Request Refund"
4. Provide detailed reason and supporting evidence
5. Our AI system will initiate the resolution process

For consulting services:

1. Email hr@charvakit.com with subject "Refund Request"
2. Include project details and reason for refund
3. Our team will respond within 2 business days

7. Chargeback Policy

Initiating a chargeback with your bank/payment provider without going through our dispute resolution process first is a violation of our terms. We reserve the right to:

• Suspend your account
• Contest the chargeback with evidence
• Take legal action for fraudulent chargebacks

8. Payment Gateway (Razorpay)

Refunds are processed through Razorpay, our authorized payment gateway. Processing times depend on:

• Razorpay's refund processing: 2-5 business days
• Your bank's crediting time: 5-10 business days
• Payment method used (credit card, UPI, net banking, etc.)

9. Contact for Refund Queries

Charvak IT Consulting Pvt Ltd
Email: hr@charvakit.com
Subject Line: Refund Request - [Transaction ID]
Response Time: Within 2 business days

Dokets VouchAI Support:
Website: www.dokets.com
WhatsApp Support: Available through the platform
Email: hr@charvakit.com