1. Refund Scenarios
1.1 Pre-Payment Cancellation
Status: No money charged yet.
Refund: FREE. Cancel before checkout — no refund needed.
1.2 Post-Payment, Pre-Work-Start
Status: Client paid, Pro hasn't started work.
Refund: Full Gig Value refunded. 5% Processing Fee + GST on PF: NON-REFUNDABLE (covers gateway charges + admin overhead).
Example Rs 10,000 gig: Client paid Rs 12,390. Refund: Rs 11,800 (Gig + 18% GST on Gig). Retained: Rs 590 (PF Rs 500 + 18% GST on PF Rs 90).
1.3 Post-Work-Start, Mid-Delivery
Status: Pro has started work.
Refund: Depends on work completed. Admin reviews evidence (deliverables, time logs, chat history) and decides:
- Pro at fault (no work, missed deadlines) → Full Gig refund
- Partial delivery → Proportionate refund
- Work delivered but client subjective dissatisfaction → Admin discretion
- Client at fault (scope creep, unreasonable demands) → No refund
1.4 Post-Delivery, Pre-Approval
Status: Pro submitted delivery, client hasn't approved.
Refund: Client must raise dispute within 3 days (before auto-approval). Admin reviews delivery quality vs scope, decides refund/release.
1.5 Post-Approval (or Auto-Approved)
Status: Client approved (manually or auto-approved after 3 days).
Refund: NOT eligible. Approval is final. Payment released to Pro.
2. Non-Refundable Items (Always)
- 5% Processing Fee — covers payment gateway charges (2-3%), admin/KYC review, customer support
- GST 18% on Processing Fee — government deposited, not recoverable
- TDS/TCS already deposited to government accounts
3. Refund Process
- Refund decided by admin (per scenarios above)
- Refund issued via same payment method (Razorpay → original card/UPI/bank; PayPal → PayPal balance)
- Processing time: 5-7 business days (gateway processing)
- Refund SMS/email confirmation sent
4. Subscription & Featured Plan Refunds
- Monthly subscriptions (Bidding plans, Featured listings): NON-REFUNDABLE after activation
- Cancel anytime — billing stops at end of current cycle, no pro-rated refund
- If billing issue (duplicate charge, wrong amount): refund processed within 5-7 days
5. Education Hub Refunds
- Live Batch Classes: Refund before first class (less PF + GST on PF). After first class attended, no refund.
- 1-on-1 Tutoring: Refund before scheduled session. Cancellation within 4 hours of session: 50% refund.
- Pre-recorded Courses: Refund within 7 days of purchase if <25% content watched. After 25% watched, no refund.
- Live Class Recordings: NON-REFUNDABLE once watched.
6. Dispute-Triggered Refunds
If dispute escalated to admin, refund decision is binding on both parties. Admin reviews:
- Order scope & deliverables description
- Chat history
- Files exchanged
- Time logs (if applicable)
- Both parties' written submissions
Resolution time: 48-72 hours. Decision: Full refund / Partial refund / Release to Pro / Re-do without refund.
7. Chargebacks
- If client initiates chargeback through bank/card issuer, ProSansaar will dispute it with evidence
- If chargeback succeeds despite Pro completing work satisfactorily: Pro's wallet debited; chargeback recovered from Pro
- Fraudulent chargebacks: permanent account ban + legal action
8. Contact for Refunds
Email support@prosansaar.com with: Order ID, refund reason, evidence (screenshots, files). Response within 24-48 hours.