REFUND POLICY - DRIVERGEMS
Last Updated: June 2025
1. INTRODUCTION
This Refund Policy governs the refund process for services purchased through the DriverGems mobile application ("App") operated by DriverGems ("Company", "We", "Us", or "Our"). This policy is formulated in compliance with the Consumer Protection Act, 2019 and other applicable Indian laws and regulations.
2. SCOPE OF APPLICATION
This refund policy applies to:
- Premium subscription services
- One-time service purchases
- In-app purchases
- Driver training and certification programs
- Any other paid services offered through the DriverGems platform
3. REFUND ELIGIBILITY CRITERIA
3.1 Eligible Refund Scenarios
You may be eligible for a refund in the following circumstances:
- Technical Issues: Service unavailability due to technical problems on our end lasting more than 48 hours
- Service Not Delivered: Failure to provide the purchased service within the promised timeframe
- Billing Errors: Unauthorized charges or duplicate payments
- Service Defects: Significant variance between service description and actual delivery
- Account Issues: Technical errors preventing access to purchased services
3.2 Non-Refundable Scenarios
Refunds will NOT be provided in the following cases:
- Change of mind after service completion
- Violation of Terms of Service leading to account suspension
- Services used beyond the trial period or substantial usage period
- Promotional or discounted services (unless legally mandated)
- Services rendered and completed as per service agreement
4. USAGE-BASED REFUND LIMITATIONS
Important: The Company reserves the right to decline refund requests if the paid services provided have been used for a considerable amount of time before requesting the refund. The determination of "considerable usage" will be based on:
- Duration of service usage (typically 30% or more of the subscription period)
- Frequency of app usage and feature utilization
- Completion of service milestones or training modules
- Data consumption and service interactions
5. REFUND REQUEST PROCESS
5.1 How to Request a Refund
- Contact Customer Support: Email us at support@drivergems.com with your refund request
- Provide Required Information:
- Order ID or Transaction Reference Number
- Date of purchase
- Reason for refund request
- Supporting documentation (if applicable)
- Subject Line: Use "Refund Request - Your Order ID"
5.2 Information Required
- Full name and registered mobile number
- Email address associated with the account
- Screenshots of payment confirmation
- Detailed explanation of the issue
- Any relevant correspondence or error messages
6. REFUND PROCESSING TIMELINE
6.1 Review Process
- Acknowledgment: We will acknowledge your refund request within 2 business days
- Review Period: Refund requests will be reviewed within 7-10 business days
- Decision Communication: You will be notified of our decision via email and in-app notification
6.2 Processing Timeline
Once a refund is approved, it will be processed within 15 working days. The actual credit to your account may take additional time depending on your bank or payment provider:
- Credit/Debit Cards: 5-7 business days after processing
- Digital Wallets: 1-3 business days after processing
- UPI/Net Banking: 2-5 business days after processing
7. REFUND METHODS
Refunds will be processed through the same payment method used for the original transaction. In exceptional cases where the original payment method is no longer available, alternative arrangements will be made in consultation with the customer.
8. PARTIAL REFUNDS
For subscription services, partial refunds may be calculated on a pro-rata basis for unused portions of the service period, subject to the usage limitations mentioned in Section 4.
9. DISPUTE RESOLUTION
9.1 Internal Resolution
We encourage customers to first contact our customer support team to resolve any issues before seeking external remedies.
9.2 Consumer Forum Rights
As per the Consumer Protection Act, 2019, customers have the right to approach appropriate Consumer Forums for dispute resolution if not satisfied with our internal resolution process.
10. EXCEPTIONS AND FORCE MAJEURE
Refunds may be delayed or denied in cases of:
- Natural disasters or acts of God
- Government regulations or legal restrictions
- Banking system failures beyond our control
- Fraudulent or suspicious transactions
11. AMENDMENTS TO POLICY
This refund policy may be updated periodically to comply with changing regulations or business requirements. Users will be notified of significant changes through:
- In-app notifications
- Email communications
- Website updates
13. COMPLIANCE STATEMENT
This policy is formulated in accordance with:
- Consumer Protection Act, 2019
- Information Technology Act, 2000
- Foreign Exchange Management Act (FEMA), 1999
- Reserve Bank of India guidelines on digital payments
14. GOVERNING LAW
This refund policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of this policy shall be subject to the exclusive jurisdiction of the courts in Pune, Maharashtra, India.
Note: This policy supplements and does not replace any statutory rights you may have under Indian consumer protection laws. Your statutory rights remain unaffected.
Effective Date: This policy is effective from the date of publication and applies to all transactions made thereafter.