Refund Policy

Lakshminarayan Vivah Sanstha

Effective Date: June 22, 2025

Welcome to Lakshminarayan Vivah Sanstha ("Lakshminarayan," "we," "us," or "our"). This Refund Policy, along with our Terms and Conditions, Privacy Policy, and Shipping Policy ("Terms", "Policy") govern your access to and use of the Lakshminarayan Vivah Sanstha platform, including our website, mobile applications, and related services (collectively, the "Service").

By registering for an account, accessing, or using the Service, you ("User," "you," or "your", "subscriber", "member") agree to be bound by these Terms and Refund Policy. If you do not agree to these Terms and Policy, you may not access or use the Service.

1. Subscription Phases

Our subscription services are divided into the following phases:

Pre-Launch Phase

• Duration: Limited-time offering valid for three (3) months from the official date of launch ("Pre-Launch Period")
• Pricing: Specially discounted price for early adopters ("Pre-Launch Members")
• Benefits: Enhanced refund protection and early access features

Post-Launch Phase

• Coverage: All subscriptions purchased after completion of the Pre-Launch Period
• Pricing: Standard subscriptions at regular price ("Regular Members")
• Features: Full platform functionality with complete member base

2. Cooling-Off Period (All Members)

48-Hour Cancellation Window

All subscribers, regardless of membership type, are entitled to a 48-hour cooling-off period from the time of subscription confirmation.

Eligibility Criteria

• Full refund available within 24 hours of payment confirmation
• No questions asked cancellation during this period
• Applicable to all subscription plans and membership types
• One-time benefit per user account

Exclusions from Cooling-Off Period

• Subscriptions where member has already initiated contact with other members
• Cases where member has downloaded or accessed premium content
• Renewals of existing subscriptions (cooling-off applies only to initial subscription)

Processing Timeline

• Request submission: Within 24 hours of payment
• Refund processing: 10-14 business days after approval
• Refund method: Original payment method used for subscription

3. Refund Terms for Pre-Launch Members

We value the early trust placed in us by our Pre-Launch Members. To honor that commitment:

Conditional Refund Protection

100% Refund Guarantee if Lakshminarayan Vivah is unable to continue operations after the Pre-Launch Phase due to:

• Business closure or discontinuation of services
• Inability to launch the platform as promised
• Technical failures preventing service delivery for more than 30 consecutive days
• Regulatory or legal issues preventing platform operation

Service Level Guarantees

Enhanced Protection for Pre-Launch Members:

• Platform availability: Minimum 95% uptime once launched
• Member verification: All profiles verified within 7 days of registration
• Customer support: Dedicated support with 24-hour response time
• Feature delivery: All promised features available within 60 days of launch

Standard Refund Conditions

No refund shall be entertained for Pre-Launch Members except in the following circumstances:

• Platform discontinuation as outlined above
• Breach of service level guarantees exceeding 30 days
• Failure to deliver core matrimonial services as promised
• During the 48-hour cooling-off period

4. Refund Terms for Regular Members (Post-Launch)

Standard Policy

Post-launch subscriptions are non-refundable except in the following specific circumstances:

Technical Service Failures (Full Refund Eligible)

• Platform downtime exceeding 72 consecutive hours
• Data breach affecting member's personal information
• Inability to access account due to technical issues for more than 15 days
• Loss of profile data due to system failures
• During the 24-hour cooling-off period

Documentation Requirements

Technical service failure claims must include:

• Detailed written explanation of the technical issue
• Screenshots or evidence of the problem (where applicable)
• Account details and affected time period
• Request submitted within 30 days of the technical failure
• Verification through our support team

5. Service Level Commitments

Platform Availability

• Minimum uptime: 99% monthly availability
• Planned maintenance: Maximum 4 hours monthly, with 48-hour advance notice
• Emergency maintenance: Completion within 6 hours
• Compensation: Pro-rata subscription credit for downtime exceeding commitments

Member Verification

• Profile verification: Within 72 hours of document submission
• Identity authentication: Government ID verification for all members
• Quality assurance: Regular profile audits and fake profile removal
• Response time: Support queries answered within 24 hours

Communication Services

• Message delivery: Real-time messaging between verified members
• Privacy protection: Secure, encrypted communication channels
• Contact sharing: Protected contact information exchange
• Spam prevention: Advanced filtering and reporting mechanisms

6. General Conditions

No Partial Refunds (Except as Specified)

• No pro-rata refunds for unused subscription periods under normal circumstances
• Exceptions apply only for exceptional circumstances and technical failures outlined above
• Annual subscriptions treated proportionally for qualified refund scenarios

Non-Transferable Subscriptions

• Subscriptions limited to individual registered member only
• No transfer between accounts or family members
• Account sharing prohibited and may result in termination

Fraudulent Activity

Zero tolerance policy for:

• Creation of fake profiles or false information
• Harassment or inappropriate behavior toward other members
• Violation of platform terms and community guidelines
• Unauthorized use of others' payment methods

Consequences: Immediate account termination without refund eligibility

7. Refund Processing Procedures

Request Submission

How to request a refund:

1. Email: Send detailed request to support@lakshminarayanvivah.com
2. Include: Subscription details, reason for refund, supporting documentation
3. Timeline: Submit within specified time limits for each refund category
4. Follow-up: Allow 48 hours for initial response

Review Process

Our evaluation includes:

• Eligibility verification against policy criteria
• Documentation review for exceptional circumstances
• Account activity analysis to prevent abuse
• Manager approval for refunds exceeding ₹5,000

Processing Timelines

• Cooling-off period refunds: 10-14 business days
• Technical failure refunds: 10-14 business days after approval
• Pre-launch discontinuation: 15-21 business days

Refund Methods

• Primary method: Original payment method (credit card, debit card, UPI)
• Alternative methods: Bank transfer for failed payment method refunds
• Processing partner: Razorpay payment gateway for secure transactions
• Confirmation: Email notification upon successful refund processing

8. Dispute Resolution and Grievance Redressal

Internal Resolution Process

Level 1: Customer Support

• Contact: support@lakshminarayanvivah.com
• Response time: Within 24 hours
• Resolution target: 5-7 business days
• Authority: Standard refund policies and documented exceptions

Level 2: Grievance Officer

• Officer: Chinmay A.
• Contact: support@lakshminarayanvivah.com
• Escalation criteria: Unresolved disputes after Level 1
• Response time: Within 48 hours
• Resolution target: 10-15 business days

Level 3: Management Review

• Authority: Senior management team
• Criteria: Disputes involving significant amounts or policy interpretation
• Timeline: 15-21 business days
• Final internal decision: Binding unless escalated to external arbitration

External Dispute Resolution

Consumer Forums

• Jurisdiction: District Consumer Disputes Redressal Commission (as per subscriber location)
• Applicable law: Consumer Protection Act, 2019
• Documentation: All internal resolution attempts must be exhausted
• Representation: Right to legal representation

Arbitration

• Process: Single arbitrator as per Arbitration and Conciliation Act, 2015
• Location: Margao, Goa
• Language: English or Marathi (as per subscriber preference)
• Costs: Shared equally between parties unless arbitrator decides otherwise

9. Contact Information

Refund Queries

Email: support@lakshminarayanvivah.com
Phone: +91-9130535350
Business Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST
Response Time: Within 24 hours for all refund-related queries

Escalation Contacts

Grievance Officer: Chinmay A.
Email: support@lakshminarayanvivah.com
Escalation Timeline: If no response within 48 hours from initial contact

Emergency Support

Technical Issues: support@lakshminarayanvivah.com
Payment Problems: Include transaction ID and payment method details
Account Security: Immediate assistance for compromised accounts

Acknowledgment and Acceptance

By subscribing to Lakshminarayan Vivah, you acknowledge that you have:

• Read and understood this comprehensive Refund Policy
• Agreed to the terms and conditions outlined herein
• Accepted the refund limitations and processing procedures
• Understood your rights and responsibilities as a subscriber

Important Note: This policy is designed to balance member protection with business sustainability. We encourage all members to carefully review the terms before subscribing and to contact our support team with any questions or concerns.