Scope and Applicability
This Refund and Cancellation Policy ("Policy") applies to all subscription purchases and premium-feature payments made on the Rishtawaala platform (www.rishtawaala.com) and its mobile applications, operated by Yuga Yatra Retail OPC Private Limited.
The Policy is published in compliance with the following applicable laws and regulations:
Nature of Service
Rishtawaala provides a technology-based matrimonial matching platform. Subscription fees are charged for access to platform features and are NOT a guarantee of any specific outcome, including but not limited to finding a matrimonial match, receiving responses, or completing a marriage.
Subscription plans are activated immediately upon successful payment confirmation. Users are advised to review the features of each plan carefully before purchasing.
General Refund Policy
3.1Default Position
All subscription fees paid on the Platform are generally NON-REFUNDABLE once the subscription is activated and platform features are made accessible to the user. This aligns with the nature of digital services under the Consumer Protection (E-Commerce) Rules, 2020.
3.2Eligible Refund Scenarios
Notwithstanding Section 3.1, refunds will be processed in the following circumstances:
3.3Non-Refundable Circumstances
- Change of mind after subscription activation
- Inability to find a suitable match
- Account suspension or termination due to violation of Terms and Conditions
- Failure to use the subscription during the validity period
- Dissatisfaction with the number of profile matches or responses received
- Purchase of wrong plan (subject to our sole discretion to consider such requests within 24 hours of purchase)
- Partial use of subscription features
Cancellation Policy
4.1Subscription Cancellation
You may cancel your subscription renewal at any time through your Account Settings. Upon cancellation:
Active Paid Period
Your subscription remains active until the end of the current paid billing period.
No Further Charges
No further auto-renewal charges will be applied to your payment method.
No Partial Refunds
No refund will be issued for the remaining unused days of the current subscription period (except as specified in Section 3.2).
4.2Auto-Renewal
Where auto-renewal is enabled, your subscription will automatically renew at the end of each billing cycle. In compliance with RBI guidelines on recurring payments:
- A pre-debit notification will be sent to your registered email and phone number at least 24 hours before the renewal charge is processed.
- For recurring transactions above ₹15,000, Additional Factor Authentication (AFA) will be required as mandated by the RBI e-Mandate framework.
- You may cancel auto-renewal at any time before the renewal date to avoid being charged.
4.3Account Deletion
If you delete your account while an active subscription is in force, the subscription will be cancelled immediately and no refund will be issued for the remaining subscription period.
Refund Process & Timelines
5.1How to Request a Refund
To initiate a refund request, please contact our Support Team at support@rishtawaala.com with the following details:
5.2Processing Timelines
These timelines comply with the Consumer Protection (E-Commerce) Rules, 2020 and Razorpay merchant requirements.
5.3Refund Method
Refunds will be credited exclusively to the original payment instrument used for the transaction:
We do not offer refunds in cash, by cheque, or to a different payment instrument than the one used for the original transaction. This complies with RBI and Razorpay guidelines on refund routing.
Chargeback Policy
Important Notice Regarding Chargebacks
If you initiate a chargeback with your bank or card issuer without first attempting resolution through our Grievance Redressal process, the Company reserves the right to:
- Suspend your account pending investigation
- Provide transaction records to Razorpay and the bank to contest the chargeback
- Permanently ban the account if the chargeback is found to be fraudulent
Failed Transactions
7.1 Payment Deducted But Subscription Not Activated?
If payment is deducted from your account but the subscription is not activated within 2 hours, please follow these steps:
You may also raise a dispute directly through Razorpay's dispute mechanism.
7.2Auto-Reversal
For transactions that are declined after payment deduction, Razorpay will automatically initiate a reversal to the source account within 5–7 business days as per their standard settlement process.
Data Protection
During refund processing, only the minimum necessary personal and transaction data is accessed and used. All refund transactions are handled in compliance with:
Payment Disputes
If you are dissatisfied with a refund decision or encounter any payment-related dispute, you may escalate as follows:
Consumer Forum / Razorpay
External Dispute Resolution
The Grievance Officer's appointment complies with Consumer Protection (E-Commerce) Rules, 2020, and RBI Payment Aggregator guidelines (2025).
Contact Information
Changes to This Policy
We may update this Policy from time to time. Material changes will be communicated by email, SMS, or in-app notification at least 7 days before they take effect, in line with the Consumer Protection (E-Commerce) Rules, 2020. The updated Policy will be posted at www.rishtawaala.com/refund.