Refund & Cancellation Policy

LAST UPDATED: 05 Feb 2026

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This policy applies to all orders placed on PolicyTruth.in. It is designed to be fair for genuine issues and to prevent misuse. This policy supplements (and must be read with) our Terms & Conditions.

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1) Digital service & when it is “delivered”

PolicyTruth provides a digital document analysis service.

The service is considered “delivered” when the Report is:

(a) sent to your registered email, and/or
(b) made available via a download link / dashboard access for your order.

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2) Scope boundary (most important)

To avoid confusion, each paid order covers ONE “Document Set”, defined as:

A) One primary contract/document per order

One order covers analysis of one primary loan agreement OR one primary insurance policy/wording document (as uploaded).

We do not combine, merge, or cross-reference multiple different policies/loans/family members’ documents in a single order unless the service you purchased explicitly says “multi-document” and states a limit.

B) Only what you upload (cut-off rule)

The Report is generated strictly from the file(s) successfully received under that order before processing begins (“Successful Upload”).

Documents/pages sent later by email/WhatsApp or uploaded after processing begins are NOT included and require a new order or a paid add-on, if offered.

C) Supplementary documents, riders, endorsements, annexures

Riders/endorsements/annexures/schedules/addenda are analyzed only if:

(i) they are included in the Successful Upload for that order, and
(ii) they fall within the “What We Cover” scope of the purchased service.

If you do not upload them, or upload them later, omission is not a service deficiency.

D) Combined PDFs / bundled family documents (anti-bundling rule)

If you merge multiple unrelated documents (e.g., spouse policy + parent policy + motor policy, or multiple loans) into a single PDF and expect a “complete combined report”, that is outside the scope of a single order. In such cases, we may analyze only the primary/first identifiable document or provide a limited report based on what is processable. This is treated as valid delivery for that order.

E) Input quality responsibility

Refund eligibility depends on the document being readable and processable.

No refund is available for reports impacted by:

• blurry/low-resolution scans, heavy watermarks, missing pages

• password-protected/locked files

• corrupted files or screenshots that cut off key text

We may request a readable re-upload; if you do not provide it, the order remains delivered as-is.

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3) Cancellation

A) Before processing starts

You may request cancellation for a full refund (minus payment gateway charges, if applicable) ONLY if processing has not started.

Processing begins automatically when the document(s) uploaded under the order are submitted for analysis.
If you want a guaranteed cancellation window, do not upload documents until you are sure.

B) After processing starts

Once processing starts, cancellation is not possible because resources are consumed. In such cases, refunds are governed only by Section 4 below (Refund Eligibility).

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4) Refund eligibility (strict, objective triggers)

Refunds are granted only when the issue is attributable to PolicyTruth and is objectively verifiable.

Primary remedy: correction or re-issue. A refund is issued only if correction is not feasible or not provided within a reasonable time.

Eligible triggers:

A) Non-delivery (our fault)

We fail to deliver within 48 hours of Successful Upload,

excluding delays caused by:

• incomplete or illegible uploads

• delayed responses to clarification requests

• force majeure or outages beyond our control

B) Verifiable factual extraction error (objective, evidence-based)

A clear, specific mismatch where the Report quotes a number/term/clause differently from what is plainly stated in the uploaded Document Set.

This requires you to provide page reference(s) and screenshots/snips showing the exact text/number.

C) Material scope omission by PolicyTruth

We completely omit analysis of a key section that is explicitly listed in the “What We Cover” scope for the purchased service, provided that:

• the section is present in the Successful Upload, and

• the relevant pages are readable.

D) Duplicate payment (technical error)

If you are charged more than once for the same intended purchase due to a verified technical issue (such as a payment retry, double submission, or payment-gateway error), the extra successful charge(s) will be refunded after verification using payment references and order logs. The fulfilled order remains valid.

Maximum refund (if approved): the fee paid for that specific order (gateway charges may be non-refundable depending on the payment provider).

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5) Explicitly non-refundable cases (common “clever” claims)

Refunds will NOT be issued for:

• Combining multiple family policies/loans into one PDF and expecting combined coverage

• Missing riders/endorsements not included in the Successful Upload

• Requests to analyze documents outside the purchased scope

• Uploading the wrong, unsigned, draft, or outdated version

• Revised documents issued after upload cut-off

• Missing or illegible pages not corrected after re-upload request

• Disagreement with interpretation or risk flags

• Email delivery issues when delivery logs show success (we will re-send)

• Use, sharing, or reliance on the report after delivery

• Change of mind after delivery

 

6) How to request a refund

Email: report@policytruth.in
Subject: Refund Request – [Order ID]

Include:

• Order ID + registered email/phone

• Which eligibility trigger you are claiming

• Evidence: page number(s) + screenshots/snips

• The same file(s) originally uploaded

Time limit: within 7 days of delivery.

Resolution SLA: acknowledgement within 48 hours; final decision within 7 working days.

Approved refunds are processed within 7–10 working days to the original payment method (gateway timelines may vary).

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7) Abuse / chargeback handling

We reserve the right to deny refunds and/or restrict access for repeated abuse patterns or fraudulent chargebacks, while preserving any rights under applicable law.

For full legal terms, jurisdiction, and limitation of liability, refer to our Terms & Conditions.