Refund & Cancellation Policy

1. What the Charge Covers

The service/assistance charge you pay at the application stage covers our processing and eligibility-review work: reviewing the information you submitted, checking it against available lending partner criteria, and (where applicable) referring your application to one or more lending partners. It does not cover, and is entirely separate from, any charges the lender itself may apply (such as their own processing fee), which the lender will disclose to you directly if they extend a loan offer.

2. When the Service Is Considered Delivered

The service is considered delivered once we have completed our eligibility review of your submitted application — regardless of whether that review results in an eligible outcome, a request for more information, or a not-eligible outcome. This is because the charge is for the review process itself, not a guaranteed loan approval.

3. Cancellation

• You may cancel your application before payment is made, free of charge, at any point in the application flow.
• After payment, you may request cancellation before our eligibility review has started by contacting support@loansaathi.online; if review has not yet begun, we will process a full refund.
• Once eligibility review has started, cancellation does not automatically entitle you to a refund — see Section 5.

4. Refunds — When Applicable

A refund of the service/assistance charge will be issued where:

• Payment was successfully deducted but your application was not actually created or submitted due to a technical failure on our end (see Section 7);
• You were charged more than once for the same application (duplicate payment — see Section 8);
• You cancelled before our eligibility review began (see Section 3);
• The transaction is confirmed as fraudulent or unauthorized after our investigation (see Section 9).

5. Refunds — When Not Applicable

A refund will generally not be issued where:

• Your application was reviewed and found not eligible by us or by a lending partner;
• A lending partner declined to approve, or approved on different terms than you expected;
• You provided inaccurate or incomplete information that affected the outcome;
• You simply changed your mind after the eligibility review had already been completed.

This is because payment covers the review and referral process itself, which does not change based on the outcome — this is disclosed to you clearly before you pay, on the payment screen.

6. Payment Failures

If a payment fails or is left incomplete (for example, you close the payment window before it finishes), no charge should be deducted. If your bank statement shows a deduction for a payment that failed on our end, contact us with your transaction reference and we will investigate and refund confirmed failed-but-charged transactions within the timelines specified by our payment gateway partner (typically 5–7 business days once confirmed).

7. Technical Failures

If a system or technical error on our end causes you to be charged without your application actually being created, notify us at support@loansaathi.online with your payment reference. Once verified, we will issue a full refund.

8. Duplicate Payments

If you are inadvertently charged more than once for the same application, the duplicate charge will be refunded in full once verified. Contact us with both transaction references.

9. Fraudulent Transactions

If you believe a payment was made fraudulently or without your authorization, report it to us immediately and also to your bank or card issuer. We will cooperate with any investigation and, if the transaction is confirmed as unauthorized, will process a refund in accordance with our payment gateway partner's dispute-resolution process.

10. How to Request a Refund

Email support@loansaathi.online with your Application ID, payment reference/transaction ID, and the reason for your request. We aim to acknowledge refund requests within 2 business days and resolve them within 7–10 business days of approval, subject to our payment gateway partner's processing timelines.

11. Refund Method

Approved refunds are credited back to the original payment method used, via our payment gateway partner. We do not issue cash refunds or refunds to a different account/card than the one used for the original payment.