1. Scope of the Refund Policy

This Refund Policy governs any fees or charges paid for services rendered by utsaha fintech. The policy is applicable to:

• Administrative fees related to loan processing.
• Consultancy fees for financial advisory services.
• Any incidental charges agreed upon at the time of service initiation.

The policy does not cover fees charged by third-party institutions such as banks, non-banking financial companies (NBFCs), or regulatory authorities.

2. General Principles

At utsaha fintech, our refund process is guided by the following principles:

• Transparency: We ensure that all fee structures are clearly communicated. There are no hidden charges.
• Fairness: Refund requests are evaluated on a case-by-case basis with fairness.
• Timeliness: Once approved, refunds are processed within a specified timeframe.
• Customer-Centricity: We value our clients and strive to resolve refund issues swiftly and respectfully.

3. Eligibility for Refund

Refunds may be considered under specific circumstances where the services rendered do not align with what was promised or where errors have occurred. The following conditions may make a refund eligible:

3.1 Service Non-Delivery

If a customer has made a payment for a financial service but does not receive the service within the agreed-upon timeframe or standard, a refund may be considered. For instance:

• A client pays for a funding service but the consultation or processing does not commence within the stipulated time.
• Delays or errors in the processing of loan applications that cause significant inconvenience may be grounds for a refund.

3.2 Processing or Administrative Errors

Errors may occur due to technical or clerical mistakes. In such cases, if:

• Duplicate payments are identified.
• An incorrect amount is charged due to system errors. Then, a full or partial refund may be issued after verification.

3.3 Cancellation Before Service Initiation

If a client cancels their service request before the initiation of any substantive work (such as processing, documentation, or consultancy) by utsaha fintech, they may be eligible for a refund. This cancellation must be made prior to any irreversible processing actions.

3.4 Regulatory or Contractual Mandates

In certain circumstances, regulatory guidelines or contractual terms may mandate a refund. If such conditions are met, utsaha fintech will comply accordingly.

4. Non-Refundable Items

While we strive to be fair, certain charges are non-refundable. These include:

• Processing Fees Post-Approval: Once a loan is approved and disbursed, any processing or administrative fees incurred are non-refundable.
• Consultancy and Advisory Fees: Fees paid for customized financial advice, risk assessments, or strategic funding consultations are non-refundable once the service is rendered.
• Third-Party Charges: Any fees imposed by external entities, including banks or regulatory authorities, are outside the scope of our refund policy.
• Transaction Costs: Charges related to the processing of payment (such as bank transaction fees) cannot be refunded.
• Charges levied by third party associates like valuer and lawyer

At utsaha fintech, we have established a clear process to handle refund requests efficiently:

4.1 Submission of Refund Request

 Send a detailed email to our support team at support@utsahafintech.com. The email should include the transaction details, reason for the refund, and any supporting documents.

4.2 Verification and Assessment

Upon receipt of the refund request, our finance team at utsaha fintech will:

• Review the submitted information.
• Verify transaction records and confirm the eligibility criteria.
• Assess if the conditions for a full or partial refund have been met.

This verification process typically takes between 5-8 business days.

4.3 Communication of Decision

Once the review is complete, our team will communicate the decision to the client via email or phone. The communication will detail:

• Whether the refund is approved or denied.
• The amount approved (if partial).
• The estimated processing time for the refund.

4.4 Processing the Refund

If the refund is approved:

• The refund will be processed within 7-14 business days.
• The refund amount will be credited back to the original payment method, unless another method is mutually agreed upon.
• Clients will receive a confirmation email once the refund is processed.

4.5 Record-Keeping and Documentation

For transparency, utsaha fintech maintains a record of all refund transactions. This documentation is available for review in case of any future disputes or regulatory audits.

5. Partial Refunds

In some instances, only a portion of the fees may be refundable. Partial refunds might be applicable in scenarios where:

• The service was partially rendered.
• Certain administrative or processing costs have already been incurred.
• Specific components of a multi-part service were delivered while others were not.

In such cases, utsaha fintech will calculate the refundable amount based on the extent of the service provided and the associated costs.

6. Exceptional Cases and Dispute Resolution

Not every refund request may neatly fit within the standard criteria outlined above. In exceptional circumstances:

• Discretionary Review: Our management team at utsaha fintech may review refund requests on a discretionary basis. This ensures that any unique circumstances are fairly considered.
• Customer Disputes: If a client disagrees with the refund decision, they are encouraged to contact our customer support team for a further review. We aim to resolve disputes amicably and transparently.
• Mediation: In the rare event that a resolution cannot be reached, clients may seek mediation or escalate the matter to the appropriate regulatory bodies. Utsaha fintech will cooperate fully with any such proceedings.

Our goal is to resolve all disputes fairly and to maintain the high standards of customer service that our clients expect.

7. Cancellation Policy

Cancellation of services is closely linked to our refund policy. Clients may cancel their service under the following conditions:

• Before Service Commencement: Cancellation requests made before any service initiation are eligible for a refund, subject to verification.
• After Partial Service Delivery: If some services have been rendered, a partial refund may be offered based on the portion of the service that was not provided.
• Post-Approval: Once a loan is approved and disbursed, cancellations are generally not permitted, and the fees incurred become non-refundable.

Clients are advised to review their contract or service agreement with utsaha fintech to understand the implications of cancellation on refund eligibility.

8. Data Security and Confidentiality

At utsaha fintech, the privacy and security of our clients’ information are paramount. All data used in the refund process is handled with the highest level of confidentiality:

• Secure Data Handling: Personal and financial information is stored securely and is accessible only to authorized personnel.
• Compliance with Regulations: Our processes adhere to applicable data protection laws, ensuring that your information is never compromised during refund processing.

9. Amendments and Updates

Utsaha Fintech Pvt. Ltd. reserves the right to modify or update this Refund Policy at any time. Amendments may be made to reflect changes in our service offerings, regulatory updates, or improvements in our customer service practices. Any updates will be posted on our official website and will be effective immediately upon publication.

Clients are encouraged to review this policy periodically to remain informed of our practices regarding refunds and cancellations.

10. Legal Disclaimer

This Refund Policy is provided for informational purposes only and does not constitute a contract or guarantee of refund. All refunds are subject to the terms and conditions outlined herein and the contractual agreement between utsaha fintech and the client. By engaging with our services, clients agree to abide by the terms of this Refund Policy. In the event of any discrepancies or disputes, the final decision shall be made by the management of utsaha fintech in accordance with applicable laws and regulations.

11. Conclusion

At utsaha fintech, our aim is to ensure that our clients are satisfied with our financial services and that any concerns regarding fees or charges are addressed promptly and fairly. This Refund Policy reflects our commitment to customer-centric practices, transparency, and ethical business operations. We value your trust and continually strive to improve our processes to better serve your financial needs.

Thank you for choosing utsaha fintech as your preferred financial partner. We remain dedicated to your success and financial well-being. If you have any questions regarding this Refund Policy or require further clarification on any of the points mentioned, please do not hesitate to reach out to our support team.

This comprehensive Refund Policy provides detailed information on eligibility, processes, non-refundable items, cancellation conditions, and dispute resolution procedures, ensuring that our clients understand how their payments are handled and how refunds are processed. We at utsaha fintech remain committed to maintaining a transparent and fair approach in all our financial dealings.