Refund Policy — Key Summary
- Duplicate / double payments
- Technical payment failures
- Incorrect transaction charges
- Change of mind or intent
- Completed puja services
- Requests beyond 7 days
Overview
The foundation of our refund principles
ShaniMandirSeva facilitates voluntary devotional donations and puja services on behalf of devotees across India. This Refund Policy governs all monetary transactions processed through our Website, including temple donations, campaign contributions, and puja service bookings.
We understand that technical issues and payment errors can occasionally occur despite the best safeguards. This policy is designed to provide a fair, transparent, and consistent framework for handling such situations while preserving the sanctity and intent of voluntary devotional giving.
This Refund Policy should be read in conjunction with our Terms of Service and Privacy Policy.
General Refund Policy
The fundamental principle governing all donations
All donations made through ShaniMandirSeva are voluntary acts of devotional giving (seva). Once a donation is successfully processed and confirmed, it is considered irrevocable under normal circumstances, as it has been designated for a specific temple, campaign, or puja service.
As a principle, all completed donations are non-refundable. A refund will only be considered when one of the specific eligible conditions listed in Section 3 of this policy is met. We strongly encourage you to verify all donation details carefully before completing a transaction.
The rationale for this policy is that once a donation is received and confirmed, the funds are immediately designated for the benefit of the selected temple or campaign. Allowing unrestricted refunds would disrupt the financial planning and operations of temples that depend on timely donations for their daily activities and development projects.
Eligible Refund Cases
Specific circumstances under which a refund may be approved
A refund request will be considered and evaluated only in the following three specific circumstances:
All refund requests, regardless of the stated reason, are subject to verification by our team. Approval is not automatic. We will review the transaction records, payment gateway logs, and supporting evidence before approving or declining a refund.
Non-Eligible Refund Cases
Circumstances under which a refund will not be approved
A refund request will not be approved in the following circumstances:
- Change of Mind or Intent — You no longer wish to donate after the transaction has been successfully completed.
- Dissatisfaction with Temple or Campaign — Personal dissatisfaction with a temple, its management, or the outcome of a campaign does not constitute grounds for a refund.
- Puja Completed — Once a puja ceremony has been performed by a priest on your behalf, the puja booking fee is non-refundable.
- Incorrect Details Entered — Where you entered incorrect donation details (wrong temple, wrong amount, wrong name) due to your own error, rather than a technical fault of our system.
- Request Beyond 7-Day Window — Any refund request submitted more than 7 calendar days after the date of the original transaction will not be considered.
- Donation Already Transferred to Temple — Once donated funds have been transferred to the temple or campaign beneficiary, the donation cannot be reversed.
- Unverified Claims — Where the stated reason for the refund request cannot be verified through available transaction records and evidence.
- Fraudulent or Abusive Requests — Refund requests that appear to be made in bad faith or as part of an attempt to defraud the platform or temples.
How to Request a Refund
Step-by-step process for submitting a refund request
If you believe your situation meets one of the eligible refund conditions in Section 3, please follow the steps below to submit your request. Incomplete requests will not be processed.
Contact us within 7 calendar days of the original transaction date. Requests received after this window cannot be processed under any circumstances.
Send an email with the subject line: "Refund Request — [Your Transaction Reference Number]". Using the correct format ensures your request is routed to the correct team promptly.
- Your full name as used during the transaction
- Email address used for the donation
- Transaction reference number (from the donation receipt)
- Date and amount of the transaction
- A clear description of the issue (duplicate payment, payment failure, etc.)
- Supporting evidence (bank statement screenshot, payment confirmation)
Our support team will acknowledge your request within 2 business days and provide a reference number for tracking. The full review process will then proceed as described in Section 6.
Verification Process
How we review and evaluate refund requests
Upon receiving your refund request, our team will conduct a thorough verification process. This process is designed to be fair and objective:
| Stage | Activity | Timeframe |
|---|---|---|
| Acknowledgement | We confirm receipt of your refund request and assign a reference number. | Within 2 business days |
| Initial Review | We verify that the request has been submitted within the 7-day window and that the stated reason falls within an eligible category. | 2–3 business days |
| Transaction Verification | We cross-reference the transaction details with our database and Razorpay's payment records to verify the stated issue. | 2–3 business days |
| Decision | We communicate our decision — approved or declined — via email, with reasons provided for any declined request. | Within 7 business days of receipt |
| Refund Initiation | If approved, the refund is initiated through Razorpay to your original payment method. | Within 2 business days of approval |
ShaniMandirSeva's decision on all refund requests is final and binding. You may, however, escalate your concern to Razorpay's grievance mechanism or the relevant consumer forum if you believe our decision is in error.
Refund Processing Timeline
Expected timeframes from request to credit
Once a refund has been approved and initiated by ShaniMandirSeva, the time taken for the refund to reflect in your account depends on your payment method and financial institution:
| Payment Method | Expected Credit Time | Notes |
|---|---|---|
| UPI | 1–3 business days | Typically the fastest method for refunds |
| Debit Card | 5–7 business days | Depends on issuing bank processing times |
| Credit Card | 5–10 business days | May appear in the next billing cycle |
| Net Banking | 3–7 business days | Processing times vary by bank |
| Digital Wallets | 1–3 business days | Refunded to the originating wallet |
The complete process — from your initial request to the credit appearing in your account — typically takes between 7 and 15 business days. Complex cases requiring additional verification may take up to 21 business days. We will keep you informed at every stage.
Refund Method
How approved refund amounts are returned to you
All approved refunds are processed exclusively through the original payment method used for the donation. This means:
- If you paid via UPI, the refund will be credited to the originating UPI account.
- If you paid via credit or debit card, the refund will be credited to the same card.
- If you paid via net banking, the refund will be credited to the originating bank account.
- If you paid via a digital wallet, the refund will be credited to the originating wallet.
We are unable to process refunds to a different payment method, bank account, or beneficiary than the one used for the original transaction. This restriction is in place to prevent fraudulent refund requests and to comply with anti-money laundering regulations.
No refunds will be processed in cash under any circumstances.
Puja Service Refunds
Specific refund conditions applicable to booked puja services
9.1 Before the Puja is Performed
If you have booked a puja service and wish to cancel or modify the booking before the puja has been performed, please contact us immediately at shanimandirseva@gmail.com or call +91 97723 18201. Cancellations made more than 48 hours before the scheduled puja date are eligible for a full refund, subject to verification.
9.2 After the Puja is Performed
Once a puja ceremony has been performed by a priest on your behalf at the selected temple, the service is considered fully delivered and no refund will be issued. This applies regardless of whether you received the video confirmation or prasad delivery, as the puja seva itself has been completed.
9.3 Puja Not Performed Due to Temple Closure
In exceptional circumstances where a booked puja could not be performed due to unexpected temple closure, natural disaster, or other force majeure events, ShaniMandirSeva will offer either:
- Rescheduling of the puja to a mutually agreed alternative date; or
- A full refund of the puja booking amount, at your discretion.
Puja bookings cancelled more than 48 hours before the scheduled date are eligible for a full refund. Cancellations within 48 hours of the puja date are not eligible for a refund unless the temple cancels the ceremony.
Payment Gateway Disclaimer
Important information about Razorpay's role in our transactions
All payments on ShaniMandirSeva are processed through Razorpay Payment Solutions Pvt. Ltd., a licensed Payment Aggregator regulated by the Reserve Bank of India. The following points are important to understand regarding our payment gateway relationship:
- ShaniMandirSeva does not directly handle, store, or process payment card data. All card processing is performed exclusively by Razorpay on their PCI DSS certified infrastructure.
- Razorpay's processing fees, if any, are separate from the donation amount and may not be included in any refund issued by ShaniMandirSeva.
- Refund processing times stated in this policy are estimates and are subject to Razorpay's operational timelines and your bank's processing speed.
- In the event of a dispute with Razorpay regarding payment processing, ShaniMandirSeva will cooperate fully with Razorpay's dispute resolution process and provide all available transaction evidence.
- Razorpay's Refund Policy, which governs their obligations to merchants, is available at razorpay.com/refund-policy.
Disputes & Chargebacks
How we handle payment disputes and bank chargebacks
We strongly encourage you to contact ShaniMandirSeva directly before initiating a chargeback or dispute with your bank or card issuer. Direct resolution is faster, simpler, and more effective for all parties.
11.1 Bank Chargebacks
If you initiate a chargeback with your bank for a donation that does not meet our eligible refund criteria, ShaniMandirSeva will dispute the chargeback and provide our payment records and transaction logs as evidence to Razorpay and the relevant financial institution. Frivolous chargebacks may result in the permanent suspension of your account.
11.2 Genuine Disputes
If you believe a charge was made to your account without your authorisation — and you suspect fraudulent use of your payment credentials — please report this immediately to both your bank and to us at shanimandirseva@gmail.com. We will cooperate fully with any investigation.
Changes to This Policy
How and when this Refund Policy may be updated
ShaniMandirSeva reserves the right to update or modify this Refund Policy at any time to reflect changes in our operating practices, applicable law, or payment gateway policies. When material changes are made:
- The "Last Updated" date at the top of this page will be revised.
- Registered users will be notified via email at least 14 days before the changes take effect.
- The updated policy will be prominently displayed on the Website.
The Refund Policy in effect at the time of your donation transaction will govern any refund request related to that transaction. Subsequent policy changes will not apply retroactively to completed transactions.
Contact Support
Reach our team for refund requests and payment-related queries
Our dedicated support team is available to assist you with refund requests, payment queries, and any concerns related to your transactions. Please provide your transaction reference number in all communications to help us serve you efficiently.
ShaniMandirSeva — Support Team
For refund requests, use the subject line: "Refund Request — [Transaction Reference Number]"