Refund & Cancellation Policy
When and how refunds are issued for payments made through Smart Click Seva.
Last updated: 25 August 2026
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1. Overview
This Refund & Cancellation Policy applies to payments made through the Smart Click Seva platform, including service fees paid by citizens for applications submitted through a Seva Partner center, and Seva Partner subscription/commission payments. All payments are processed through Razorpay; refunds, where applicable, are issued to the original payment method used.
2. Service Fee Refunds
The service fee is the amount charged by Smart Click Seva and the Seva Partner for facilitating an application (distinct from any government fee — see below). The service fee is refundable in full if:
- Your application was rejected by the Seva Partner or the government portal before any processing work began; or
- A duplicate payment was made in error for the same application.
The service fee is generally non-refundable once a Seva Partner has begun processing your application (for example, submitting it to a government portal), except where the application could not be completed due to an error on our part or the Seva Partner's part.
3. Government Fee Refunds
Government fees are collected on behalf of, and remitted to, the relevant government department, and are governed by that department's own refund rules — Smart Click Seva does not set or control these. Once a government fee has been remitted to the issuing authority, it is generally non-refundable through the Platform. If a government department issues a refund for a fee it collected, we will pass it on to you in full, less any payment gateway charges that are non-recoverable from the gateway.
4. Cancelling Before Processing Begins
You may request cancellation of an application at any time before a Seva Partner has started processing it (i.e. while the application status is "Pending"). In this case, the service fee is refunded in full; any government fee already collected is refunded to the extent recoverable under the relevant government portal's own rules.
5. Cancelling After Processing Has Begun
Once an application has moved to "Processing" or been submitted to a government portal, cancellation may not be possible, or may only be possible with a partial refund reflecting work already completed and any non-recoverable government fee. The exact outcome depends on the specific service and the stage reached — the Seva Partner or our support team will confirm what portion, if any, is refundable when you request a cancellation.
6. Failed or Duplicate Payments
If a payment is deducted from your account but the application or transaction was not successfully recorded on the Platform (a failed or duplicate transaction), the amount is automatically reversed by Razorpay to your original payment method, typically within 5–7 business days. If you do not see the reversal within this window, please contact us with your transaction reference.
7. Refund Timeline & Method
Approved refunds are issued to the original payment method (card, UPI, net banking, or wallet) used for the transaction, via Razorpay. Refunds typically reflect in your account within 5–10 business days of approval, depending on your bank or payment provider. We are unable to issue refunds by cash, cheque, or to a different account than the one used for payment.
8. How to Request a Refund
To request a refund or cancellation, contact us with:
- Your application ID or transaction ID;
- The registered mobile number or email used for the application; and
- The reason for the refund/cancellation request.
We review refund requests and respond within 3–5 business days of receipt.
9. Contact for Refund Queries
Smart Click Seva
Email: support@smartclickseva.com
Phone: +91 8111933763
Address: 2nd Floor, Amnas Arcade, Old Highway, Behind Govt. Welfare UP School, Karunagappally - 690518, Kerala, India