Refund Policy

This Refund Policy ("Policy") governs refunds for payments made for Mentark's services. This Policy is drafted in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Reserve Bank of India (RBI) Guidelines on Payment Aggregators.

By making a payment for our services, you agree to this Refund Policy. Please read this Policy carefully before making any payment.

You are eligible for a refund in the following circumstances:

2.1. Service Not Delivered

If you have paid for a service but have not received access to it due to a technical error on our part, you are eligible for a full refund.

2.2. Service Defective or Not as Described

If the service you received is defective, significantly different from what was described, or does not function as advertised, you may be eligible for a refund. You must report the issue within 7 days of purchase.

2.3. Duplicate Payment

If you have been charged twice for the same service due to a technical error, we will refund the duplicate payment.

2.4. Unauthorized Transaction

If you believe a payment was made from your account without your authorization, please contact us immediately. We will investigate and process a refund if the transaction is confirmed to be unauthorized.

2.5. Cancellation Within Cooling-Off Period

For certain services, you may cancel your purchase within 24 hours of payment and receive a full refund, provided you have not accessed or used the service. This cooling-off period applies only to services that have not been consumed.

To request a refund, please follow these steps:

1. Contact Us: Send an email to connect@mentark.com with the subject line "Refund Request"
2. Provide Details: Include the following information in your email:
   • Your full name and email address
   • Order ID or transaction ID (if available)
   • Date of payment
   • Amount paid
   • Reason for refund request
   • Payment method used (UPI, card, net banking, etc.)
3. Verification: We will verify your request and may ask for additional information or documentation
4. Decision: We will notify you of our decision within 48 hours of receiving your request
5. Processing: If approved, we will process your refund within the timelines specified in Section 4

Note: All refund requests are subject to verification and approval. We reserve the right to deny refund requests that do not meet our eligibility criteria or are fraudulent in nature.

In compliance with the Consumer Protection Act, 2019 and RBI guidelines, we process refunds within the following timelines:

• Refund Approval: We will acknowledge your refund request within 48 hours and notify you of our decision
• Refund Processing: Once approved, refunds will be processed within 14 days from the date of approval
• Credit to Account: The refunded amount will be credited to your original payment method within 5-7 business days after processing, depending on your bank or payment provider

Total Timeline: You should receive your refund within 21 days (14 days processing + 7 days bank processing) from the date of approval.

If you do not receive your refund within this timeline, please contact us immediately at connect@mentark.com.

Refunds will not be provided in the following situations:

• Service Already Consumed: If you have already accessed, used, or downloaded the service, no refund will be provided unless the service is defective or not as described
• Change of Mind: Refunds will not be provided simply because you changed your mind after purchasing, except during the cooling-off period (if applicable)
• Violation of Terms: If your account has been terminated due to violation of our Terms of Service, no refund will be provided
• Fraudulent Activity: If we determine that your refund request is fraudulent or made in bad faith, no refund will be provided
• Expired Services: Refunds will not be provided for services that have expired or are no longer valid
• Third-Party Fees: Any fees charged by payment gateways, banks, or third-party processors are non-refundable

Partial Refunds: In some cases, we may offer partial refunds based on the extent of service usage or other factors, at our sole discretion.

In compliance with RBI guidelines, refunds will be processed to the same payment method you used for the original transaction:

• Credit/Debit Cards: Refund will be credited to the same card used for payment
• UPI: Refund will be credited to the same UPI ID used for payment
• Net Banking: Refund will be credited to the same bank account used for payment
• Wallets: Refund will be credited to the same wallet used for payment

Important Notes:

• Refunds cannot be processed to a different payment method than the one used for the original transaction
• If your original payment method is no longer valid (e.g., card expired, account closed), please contact us immediately to arrange an alternative refund method
• Processing times may vary depending on your bank or payment provider

7.1. Cancellation by You

You may cancel your purchase within 24 hours of payment, provided you have not accessed or used the service. Cancellation requests must be sent to connect@mentark.com.

7.2. Cancellation by Us

We reserve the right to cancel your order and provide a full refund if:

• We are unable to deliver the service due to technical issues
• The service is discontinued or no longer available
• We detect fraudulent activity or payment issues

7.3. Cancellation Charges

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, we will not impose cancellation charges unless the same charges would be borne by us if we cancel the order. Currently, we do not charge any cancellation fees for eligible refund requests.

If you are not satisfied with our refund decision or have a complaint, you can:

1. Contact Our Grievance Officer: Email connect@mentark.com with your complaint. We will acknowledge your complaint within 48 hours and attempt to resolve it within 30 days.
2. Consumer Forum: If you are not satisfied with our response, you may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
3. Payment Gateway Disputes: For payment-related disputes, you may also contact Razorpay's customer support or file a complaint with the Reserve Bank of India's Banking Ombudsman.

Our Commitment: We are committed to resolving all legitimate refund requests fairly and promptly, in compliance with Indian consumer protection laws.

For refund requests, questions, or concerns about this Refund Policy, please contact us: