Refund and Cancellation Policy

1. Scope of this Policy

Mudratrack is a digital Software-as-a-Service platform. The Platform itself is free for life — there are no subscriptions, licence fees, or recurring charges to refund. The only payments made on Mudratrack are prepaid wallet recharges in Indian Rupees (₹), which are consumed by pay-per-use services.

This policy therefore applies to wallet recharges and to the pay-per-use services listed below.

2. Chargeable Services and Prices (INR ₹)

Service	Price (INR)
Platform access & core billing features	₹0 — Free for life
e-Invoice (IRN) generation	₹1 per e-Invoice
e-Way Bill generation	₹1 per e-Way Bill
WhatsApp messages	₹1 per 5 messages
Email delivery	₹1 per 10 emails

3. Cancellation

3.1 Cancelling your account

You may stop using Mudratrack and request closure of your account at any time, with no cancellation charge or notice period. Send a request from your registered email address to hello@mudratrack.com. Since the Platform is free, no subscription needs to be cancelled.

3.2 Cancelling a wallet recharge

A wallet recharge is credited instantly and cannot be "cancelled" once completed. However, an unused wallet balance is refundable as set out in Section 4.

3.3 Cancelling a generated document

e-Invoices and e-Way Bills, once successfully generated, are registered on Government portals. Cancellation is governed by GST law — an e-Invoice (IRN) may be cancelled on the IRP within 24 hours of generation, and an e-Way Bill within 24 hours of generation (subject to it not having been verified in transit). You can initiate such cancellations from within Mudratrack. Please note that the ₹1 generation fee is not refunded on a voluntary cancellation, because the transaction was successfully processed by the Government portal and the cost was incurred.

4. Refund Eligibility

4.1 Refunds you receive automatically (as wallet credit)

No request is needed — these are reversed to your wallet in real time, typically within minutes and no later than 24 hours:

• An e-Invoice or e-Way Bill was charged but failed to generate due to a portal, provider, or technical error at our end.
• A WhatsApp message or email was charged but could not be delivered due to a technical failure at our end or at our delivery provider.
• You were charged twice for the same action (duplicate deduction).
• A wallet deduction was made in error.

4.2 Refunds to your bank account (on request)

You may request a refund of money back to your original payment method in these cases:

• Unused wallet balance: you may request a refund of any unused, unconsumed wallet balance at any time, including when closing your account.
• Failed or duplicate recharge: money was debited from your bank/card/UPI but the wallet was not credited, or you were charged twice for the same recharge.
• Unauthorised transaction: a recharge was made from your account without your authorisation, reported within 7 days.
• Service not delivered: we were unable to provide a paid service and a wallet reversal is not acceptable to you.

4.3 What is not refundable

• Fees for e-Invoices, e-Way Bills, WhatsApp messages, or emails that were successfully processed and delivered.
• Charges for documents you later chose to cancel voluntarily on the Government portal.
• Failures caused by incorrect data you supplied — for example an invalid GSTIN, wrong HSN code, incorrect vehicle or transporter details, or a wrong customer phone number or email address — where the Government portal or delivery provider rejected the request after the transaction was validly attempted.
• Charges arising from misuse of the Platform or breach of our Terms and Conditions.

5. How to Request a Refund

1. Email hello@mudratrack.com from your registered email address, or call us on +91 87936 81903.
2. Use the subject line "Refund Request — [your registered mobile number]".
3. Include: your registered name and mobile number, the transaction ID or date and amount, the refund reason, and any relevant screenshot.
4. We acknowledge every request within 24 working hours.

Refund requests must be raised within 30 days of the transaction date.

6. Refund Processing Timeline

All refunds are processed in Indian Rupees (₹) to the original payment method used for the recharge, through our payment gateway partner Razorpay. We do not issue refunds in cash or to a different account.

Stage	Timeline
Acknowledgement of your request	Within 24 working hours
Review, verification and decision	Within 3 working days of receiving complete information
Refund initiated with the payment gateway (once approved)	Within 1–2 working days of approval
Amount credited to your bank account / card / UPI	5–7 working days from approval
Automatic wallet reversal for a failed paid action	Immediate, and no later than 24 hours

7. Failed Payments

If money is debited from your account but your wallet is not credited, the amount is usually auto-reversed by your bank within 5–7 working days without any action from you. If it does not reflect within that period, contact us with your transaction reference and we will take it up with Razorpay and your bank on your behalf.

8. Chargebacks

If you have a concern about a transaction, please contact us first — we resolve most issues within 3 working days. Raising a chargeback without contacting us may result in temporary suspension of your account until the dispute is resolved with the payment gateway.

9. Contact for Refunds and Cancellations