Refund & Cancellation Policy

Last Updated: May 24, 2026

Thank you for choosing TrustSaathi ("we," "our," "us," or "the App"). We strive to provide the best visitor management and community security services. This Refund & Cancellation Policy explains the terms governing payments, subscriptions, wallet balances, and refund requests on our platform.

By making a payment, subscribing to a plan, or topping up your wallet on TrustSaathi, you agree to the terms outlined below.

1. General Refund Policy

All purchases, subscriptions, and wallet top-ups on TrustSaathi are generally non-refundable unless explicitly stated otherwise in this policy or required by applicable law. Access to our digital platform and services is granted immediately upon successful payment transaction.

2. Membership & Subscription Cancellations

2.1. Member (Worker) Verification Fee

  • The one-time verification fee of ₹199 and the annual maintenance fee of ₹99 are strictly non-refundable.
  • These fees cover the operational costs of processing government IDs, background checks, generating the Digital Trust Card, and creating the verifiable worker profile.
  • If a profile is rejected due to fraudulent documents or failed verification, no refund will be issued.

2.2. Home Owner Plan

  • The annual subscription fee of ₹99 for Home Owners is non-refundable.
  • You may cancel your subscription at any time to prevent auto-renewal, but no prorated refunds will be provided for the unused portion of the current billing cycle.

2.3. Apartment / Society Plan

  • Society subscriptions of ₹199/month are billed on a prepaid basis.
  • Societies can cancel their active subscriptions from the administrative dashboard at any time.
  • Cancellations will take effect at the end of the current paid billing cycle. No partial or prorated refunds will be issued for mid-cycle cancellations.

3. Wallet Policy & Refunds

The TrustSaathi Wallet allows users to maintain a prepaid balance for seamless transactions and subscription renewals.

3.1. Adding Funds

  • Users can add funds to their TrustSaathi Wallet using our integrated payment gateway (Razorpay).
  • Users must ensure their wallet holds a sufficient balance for upcoming subscription auto-renewals.

3.2. Usage of Wallet Balance

  • Wallet balances can solely be used for purchasing services within the TrustSaathi application, such as verifying new worker profiles, renewing subscriptions, or paying society maintenance fees.

3.3. Wallet Refunds & Restrictions

  • No Cash Withdrawals: Wallet balances cannot be withdrawn to a bank account, transferred to another user, or redeemed for cash under any circumstances.
  • Accidental Top-Ups: If a user accidentally recharges their wallet multiple times due to a technical glitch, they must contact our Support team within 48 hours. Upon verification, the duplicate transaction may be refunded to the original payment source within 5 to 7 business days.
  • Account Termination: If a user chooses to permanently delete their TrustSaathi account, any remaining wallet balance will be forfeited. No refunds will be issued for unused wallet funds upon account closure.

4. Failed or Duplicate Transactions

  • Failed Deductions: If a transaction fails but the amount is deducted from your bank account, credit card, or UPI account, the amount is usually auto-refunded by the payment gateway (Razorpay) or your issuing bank within 5 to 7 working days.
  • Duplicate Charges: If you are charged twice for the same transaction due to network issues, please contact our support team immediately. Valid duplicate charges will be refunded to the original payment method.

5. Contact Us

If you have any questions, concerns, or disputes regarding our Refund and Cancellation Policy, or if you need to report a billing issue, please reach out to us:

  • Email Support: mtechshop5@gmail.com
  • Postal Address: JP Nagar, Bangalore, Karnataka, India — 560078