Refund and Cancellation Policy

Last updated: 2 July 2026

1. Nature of our service

Digital Signature Certificates are issued by a third-party Certifying Authority (eMudhra, PantaSign, Capricorn) after video verification and KYC processing. Once the certificate is issued, the cost is committed — we have paid the vendor CA and the token has been programmed.

This is not a returnable or consumable product.

2. Default position — no refunds

By placing an order, you understand and accept that all payments are non-refundable except in the specific cases set out below.

3. Refunds are provided ONLY for:

(a) Duplicate payment

If you paid twice for the same order due to a payment gateway issue or an accidental double-click, we refund the duplicate amount within 5–7 business days.

(b) Error on our end

  • We charged the wrong amount (for example, higher than the displayed price).
  • We issued the wrong product (for example, delivered a Class 3 Sign when you paid for a Class 3 Combo).
  • We failed to deliver the certificate within 30 days of payment without valid reason.
  • Our platform failed and the order did not initiate with the vendor CA (i.e., no certificate was issued).

4. Non-refundable scenarios

  • You changed your mind after payment.
  • You entered wrong personal details (name mismatch, PAN error, wrong address). We can help with corrections at an additional cost from the vendor CA, but the original payment is not refunded.
  • Video verification failed multiple times due to reasons within your control (poor lighting, wrong documents, mismatched details).
  • You did not complete video verification within the vendor CA's validity window (typically 15 days).
  • Certificate technical issues that are resolved by the vendor (these are supported, not refunded).
  • Token damaged after delivery (this is a customer-side issue).
  • You lost the token or forgot the PIN.
  • The certificate is used successfully but you claim non-use.
  • A change in your compliance need (for example, you no longer need the DSC because your business decision changed).

5. Cancellation before video verification

If you cancel your order before completing video verification with the vendor CA, and before the certificate is issued, we may refund 50% of the amount as goodwill (documented case-by-case). This covers our processing effort; the other 50% is retained.

If video verification is complete or the certificate has been issued, no refund is possible — the vendor CA cost is non-recoverable.

6. How to request a refund

  • Email info@bestdsc.com within 7 days of the payment date.
  • Include your order ID, payment reference, reason, and any supporting screenshots (for example, proof of a duplicate transaction).
  • We respond within 3 business days.
  • Approved refunds are processed via the original payment method within 5–7 business days.

7. Payment gateway fees

Razorpay charges a non-refundable payment gateway fee (approximately 2%). This may be deducted from any refund we process. This is outside our control.

8. Renewal purchases

Renewal DSCs (new certificates when the old one expires) are separate orders and follow the same refund policy.

9. Bulk orders (CA firms, consultants)

Bulk order refunds are governed by the specific agreement or purchase order. The standard refund policy applies unless otherwise agreed in writing.

10. Chargebacks

Filing a chargeback with your bank without first contacting us is against these terms. Please reach out to info@bestdsc.com — we resolve genuine issues fast.

11. Contact for refund queries

  • Email: info@bestdsc.com
  • Response: 3 business days.
  • Address: Kodambakkam, Chennai - 600024.