Refund and Cancellation Policy

1. Know what you are paying

A transaction may include two different components:

• Government/application fee: charged for the relevant examination, recruitment, or official service and governed by the issuing authority's rules.
• Digital Kona service charge: charged for the application-assistance or platform service disclosed before payment.

A refund of one component does not automatically make the other refundable. Payment-gateway charges or taxes will be handled as required by law and the relevant provider's rules.

2. Cancelling a service request

Ask to cancel as soon as possible. A request can normally be cancelled before our team or automated workflow begins preparing, reviewing, transmitting, or otherwise performing the purchased service. Once performance has started, cancellation may not be possible because time and resources have already been committed.

3. When a refund may be approved

• You were charged more than once for the same Digital Kona order.
• Payment succeeded but no valid order or service request was created.
• Digital Kona cannot provide the purchased service and the failure is attributable to us.
• You cancel before service performance begins.
• The relevant authority returns an amount to us that was paid on your behalf.
• A refund is otherwise required under applicable consumer law.

4. When a refund is normally unavailable

• The application was prepared, reviewed, submitted, or the purchased assistance was substantially performed.
• You supplied incorrect, incomplete, forged, or late information or did not respond before a deadline.
• You were ineligible, changed your mind after work began, or the authority rejected, cancelled, or modified the recruitment.
• An official portal, bank, network, or other third party failed for reasons outside Digital Kona's reasonable control, unless we recovered the amount or law requires a refund.
• You were not selected, did not attend an examination, or were dissatisfied with an outcome controlled by the recruiting authority.

5. How to request a refund

1. Email digitalkonaltd@gmail.com or raise a support request as soon as you notice the issue, preferably within 7 calendar days of payment.
2. Include your registered email, application reference, payment order or transaction ID, payment date and amount, reason, and supporting screenshot if relevant.
3. Do not send an OTP, UPI PIN, password, full card number, or CVV.

We may request additional information needed to verify the transaction and decide the request. Filing within 7 days helps investigation but does not reduce any longer right provided by applicable law.

6. Review and processing time

We aim to acknowledge a request promptly and normally complete our initial review within 5 business days after receiving sufficient information. If approved, we generally initiate the refund within 5–7 business days. Your bank, UPI provider, card issuer, payment gateway, or the relevant authority may take additional time to post the credit.

Approved online-payment refunds are normally sent to the original payment method. Any wallet-funded portion will be addressed according to the wallet terms and transaction record. We will provide a refund reference where available.

7. Failed or pending payments

A failed or pending debit is not always a completed payment. First allow the bank or gateway reconciliation period. If the amount is not automatically reversed or the status remains incorrect, contact us with the transaction reference so we can investigate.

8. Chargebacks and unresolved concerns

Please contact us before starting a bank dispute so we can trace the payment and service. This does not take away your right to contact your bank or a consumer forum. Escalate unresolved complaints to Grievance Officer through the Contact page.