Refund & Cancellation Policy

This Refund & Cancellation Policy forms an integral part of our Terms of Service. By accessing the Platform, submitting a driving license service request, or making any payment, you expressly agree to be bound by this policy.

Payments made through the Platform are towards the specific driving license related service selected by the User, including consultation, administrative processing, application preparation, documentation assistance, coordination, and other professional services as expressly communicated.

1. Definition of Service Commencement

For the purposes of this policy, service commencement occurs when the User provides written or electronic confirmation to proceed after receiving the Platform's confirmation communication, or where the User submits the required information/documents and authorises the processing of the driving license request.

Service commencement may include automated and backend administrative actions such as request logging, data verification, service and vehicle-class review, application data preparation, internal allocation, document review, supporting document coordination, system notifications, and application preparation. Such actions may occur outside standard business hours.

2. Cancellation & Refund Before Service Commencement

If the User chooses to cancel the request before providing confirmation to proceed and before any processing or professional work has commenced, the User may submit a refund request by emailing support@drivinglicensecounsel.org along with the Order ID / Reference ID.

Where such refund is approved, applicable payment gateway charges, taxes, or non-recoverable transaction charges may be deducted to the extent permitted by law.

3. Refund Policy – No Refund After Service Commencement

Refunds after commencement shall be considered only where there is a proven deficiency in service attributable solely to the Company and subject to applicable law. Once the driving license service has commenced, cancellation due to a change of mind, business decision, or other personal reason shall not by itself create an entitlement to a refund.

When Is a Driving License Service Considered Commenced?

A driving license service shall be deemed commenced when one or more of the following takes place:

• The Client provides written confirmation through email, WhatsApp, website form, or another electronic communication mode.
• The Client submits the required service details, class of vehicle, applicant information, documents, or other related information for processing.
• Service and vehicle-class identification, preliminary review, application preparation, documentation or backend processing is initiated.
• A professional/expert is assigned or the request is placed into the application or processing workflow.
• The driving license application is prepared, submitted, or an application number / acknowledgement is generated or shared.

Internal administrative coordination, resource allocation, document review, application preparation, document review and application-related processing constitute valid commencement of the service.

Scenarios Where No Refund Will Be Issued

Subject to applicable law, no refund shall ordinarily be issued after service commencement, including but not limited to the following circumstances:

• The Client changes their decision after providing written confirmation to proceed.
• The Client decides not to proceed with the driving license after review, service identification, or application preparation has begun.
• The Client obtains the same or similar driving license service from another consultant, agent, professional, or platform after authorising us to proceed.
• The Client fails to provide documents, information, signatures, OTP, clarification, or other required inputs.
• The Client becomes unavailable, unreachable, or does not respond to calls, emails, messages, or follow-ups.
• The Client provides incorrect, incomplete, false, or misleading information.
• The Client fails the learner’s test or driving skill test, misses a test slot, or the application faces objection, rejection, delay, or other action by the RTO or another authority.
• The Client is found ineligible (e.g. on age, medical fitness, documents, or an existing suspension / disqualification) for the service requested.
• The Client requests cancellation due to personal reasons, financial reasons, change in business plans, or change of circumstances.
• The Client initiates a chargeback, payment reversal, or banking/payment-gateway dispute after service commencement.

Important Clarification

• Issue of a driving license is subject to verification, tests and approval by the competent Licensing Authority (RTO).
• No registration outcome, approval, acceptance, examination result, objection result, or timeline can be guaranteed.
• An RTO objection, failed test, re-test requirement, delay, or refusal does not automatically amount to a deficiency in service.
• A change of mind after commencement does not by itself create a right to refund.

4. Government Fees & Third-Party Charges

Government / RTO fees, test fees, statutory charges, taxes, stamp charges, third-party expenses, payment gateway charges and other external costs are separate from professional/service fees.

Once any Government fee or third-party charge has been paid, deposited, utilised, or becomes non-recoverable, such amount shall not be refundable by the Platform unless the concerned authority or third party itself approves and returns the amount.

5. Preliminary Review & Registration Outcome

A preliminary review is indicative and does not constitute a guarantee that the application will be accepted or registered. The final decision rests with the Licensing Authority (RTO) and other competent authorities.

No refund shall become automatically payable merely because an applicant does not clear a test, requires a re-test, faces an objection on documents, or the application is ultimately refused by the authority.

6. Lawyer’s Professional Charge

Any professional charge of the independent Lawyer applies to one driving license service for one applicant, unless otherwise agreed in writing, and is payable directly to the Lawyer on the terms agreed between the Client and the Lawyer.

Re-test assistance, appeals against suspension / revocation, challans, additional applications and other legal/professional services are separate services and may attract additional charges.

7. Exception: Failure to Process

If no substantive service activity has been initiated within 15 (fifteen) days from the date of commencement, and the delay is solely attributable to the Company and not caused by missing documents, Client non-responsiveness, Government portal issues, authority delay, technical disruptions or third parties, the Client may request a review of the payment.

Any approved refund or adjustment shall be determined after review of the service record and applicable policy.

8. Chargebacks & Payment Disputes

Where a chargeback, reversal, dispute, or complaint is initiated with a bank, card issuer, payment gateway, authority, or other institution, refund processing may remain suspended until that dispute or complaint is resolved, subject to applicable law.

9. Force Majeure & Government Portal Delays

The Platform shall not be responsible for delays or non-performance caused by events outside its reasonable control, including Government portal (Parivahan / Sarathi) downtime, RTO delays, test-slot unavailability, technical failures, network outages, regulatory actions, changes in Government procedure, natural disasters, strikes, or third-party service disruptions.

10. Refund Processing Timeline

Where a refund is approved, it will ordinarily be initiated within 7–10 business days to the original mode of payment, subject to banking and payment gateway processing timelines.

11. Review of Refund Requests

Each refund request may be reviewed based on the payment record, Client confirmation, service commencement record, communications, documents submitted, work already performed, and any Government or third-party expenses already incurred.

Any decision under this policy remains subject to applicable consumer protection and other mandatory laws.

12. Contact

For refund or cancellation-related queries, contact: support@drivinglicensecounsel.org