Refund & Cancellation Policy

This Refund and Cancellation Policy ("Policy") explains how cancellations and refunds are handled on ProSansaar. This Policy should be read together with our Terms & Conditions.

ProSansaar is a service marketplace, connecting Clients and Professionals for digital/professional services.

2.1 Before Payment / Before Work Starts

If the Client has not paid and the Professional has not started work, the Client can cancel freely via the Platform. No refund needed.

2.2 After Payment but Before Work Starts

If the Client has paid but the Professional has not started work, the Client can request a cancellation. ProSansaar may approve a full or partial refund depending on administrative costs.

2.3 After Work Has Started

Once work has started, cancellation is not automatic. It depends on the agreement between parties, amount of work completed, and our internal dispute process. A full refund is generally not available after significant work has been done.

Clients may request a refund in situations such as:

• Non-delivery: The Professional fails to deliver any work within the agreed time
• Unreasonable delay: Major delay and the Professional is not cooperating
• Work clearly not as agreed: Delivered work is substantially below the agreed scope or quality
• Serious breach: Plagiarism or improper use of sensitive data

Step 1 — Discuss Directly

The Client and Professional should first try to solve the issue through Platform messages (clarifications, revisions, partial payment agreements).

Step 2 — Raise a Dispute

If no agreement is reached, either party can open a dispute within the allowed time. ProSansaar may ask for evidence: project scope, chat history, files, delivery dates.

Step 3 — ProSansaar's Decision

ProSansaar reviews both sides and decides how Safe Hold funds are handled. Possible outcomes:

• Full refund to the Client
• Partial refund to Client / partial payment to Professional
• No refund — full payment released to Professional

Refunds may be approved when the Professional is mainly at fault:

• No work delivered at all (non-delivery)
• Significant delay without reasonable explanation
• Work clearly not matching agreed scope or minimum quality
• Clear violation of our Terms & Conditions

In such cases, the Client may receive a full or partial refund, and the Professional may face further account action.

Refunds are generally not approved when the Client is mainly at fault:

• Professional delivered work matching scope, but Client demands refund without valid reason
• Client asks for extra work beyond scope but refuses to pay more
• Client does not cooperate (no feedback, no information, long silence)
• Client uses or benefits from delivered work but still requests a refund

In these cases, Safe Hold funds are released to the Professional minus platform fees.

If both Client and Professional share responsibility (e.g., unclear requirements resulting in partially incomplete work), ProSansaar may decide on a partial refund and split the funds fairly between both parties.

• Refunds are sent back through the same payment method used for the original payment (via Razorpay or PayPal)
• Processing times vary (typically 5–7 business days)
• ProSansaar cannot control bank/gateway delays but will provide transaction details if needed

If a Client initiates a chargeback with their bank or card issuer, Razorpay/PayPal processes it under their own rules. ProSansaar will share evidence to dispute unjustified chargebacks.

We may update this Refund and Cancellation Policy from time to time. The latest version will always be published on our website. Continuing to use ProSansaar after changes means you accept the updated Policy.