Rules for purchase cancellation, session changes, refunds and service-right adjustments

Production version V 001 | Effective 28 September 2026

Operator	Good People Solutions Private Limited
Registered office	402-A, 4th Floor, Dharam Karan Road, Ameerpet, Hyderabad-500016, Telangana
Support and grievances	JA Khan, Chief Grievance Officer | support@nirji.com
Jurisdiction	Hyderabad, Telangana, subject to non-waivable consumer rights

1 Purpose and scope

This Policy applies to paid ShaadiProblems services purchased from Good People Solutions Private Limited through the Customer Portal. It should be read with the Terms of Service and the service details shown before purchase. It does not limit any non-waivable right or remedy available under applicable consumer law.

Dispute Resolution is currently Coming Soon and cannot be purchased. Sandbox transactions are tests rather than commercial sales; their payment and refund records remain segregated from production revenue, tax and statutory reporting.

2 Key definitions

• Purchase date means the time at which the payment provider verifies payment and the Portal creates the applicable service right.

• Service use begins at the first action identified for the purchased service in section 4.

• Unused portion means a session, component or deliverable that has not begun, been completed, been generated or been consumed under the service rules.

• Full refund means repayment of the entire amount actually received for the order, subject only to deductions that are lawful, disclosed and applicable.

• Partial refund means repayment for specifically identified unused components while the remaining components and records stay in force.

3 Seven-day cancellation before use

You may request a full refund within seven calendar days after purchase if no part of the service has been used. A request made after seven days, or after service use begins, is assessed under sections 4 and 5.

To request cancellation, email support@nirji.com from the account email or submit the available support request in the Portal. Include the order number and service name, but never send card, bank, UPI, password or sign-in-code information.

4 When service use begins

Service	Service use begins when	Completed or used component
Complete Assessment	The customer starts either compulsory module. Personality normally starts first.	Any started module, generated report or completed guided session.
Prenuptial Platform Coordination	Intake, lawyer coordination, document workflow or a booked coordination call begins.	Completed coordination work, completed calls and separately incurred third-party costs.
Premarital Counselling	The first session starts or a late cancellation or no-show is recorded.	Each completed, late-cancelled or missed 75-minute session.
Parent Counselling	The first session starts or a late cancellation or no-show is recorded.	Each completed, late-cancelled or missed 75-minute session.
Six-Month Check-in	The single session starts or a late cancellation or no-show is recorded.	The completed, late-cancelled or missed session.
Post-Marriage Counselling	The single session starts or a late cancellation or no-show is recorded.	The completed, late-cancelled or missed session.

5 Refunds after service use begins

Once service use begins, a refund is limited to the unused portion of the purchase. We may deduct the value of completed sessions, generated deliverables, work already performed and separately incurred third-party costs, but only where the deduction is lawful and reasonably connected with the service delivered.

• Assessment modules that have started and reports already generated are non-refundable. A report generated before an approved refund remains viewable unless access must be restricted for law, security or a valid deletion request.

• For multi-session counselling, unused sessions may be refunded proportionately. Sessions already used under section 4 are deducted.

• For one-session services, no service-price refund is due after the session begins, is completed, is missed or is cancelled within the late-cancellation period, except where required by law or where we approve an exception.

• For Prenuptial Platform Coordination, completed coordination work, completed calls and separately incurred professional or third-party costs are deducted. Independent lawyers’ fees are governed by their separate engagement terms and are not refunded by ShaadiProblems.

• A partial refund ends only the component expressly identified in the refund record. Other valid service rights continue until used, cancelled, refunded or expired.

6 Session cancellation and rescheduling

• A session may be moved or cancelled without consuming it until 24 hours before its scheduled start, subject to available slots and the service expiry date.

• A session may ordinarily be moved no more than twice.

• A cancellation within 24 hours of the start time, or failure to attend, counts as a used session unless an authorised staff member records a waiver for exceptional circumstances.

• If ShaadiProblems or the assigned professional cancels, the session will be restored, rescheduled or refunded as appropriate. It will not count as used by the customer.

• In-person venue confirmation, city eligibility and professional availability remain subject to the booking rules shown in the Portal.

7 Non-delivery service deficiency and platform cancellation

If we cannot deliver an unused service or a material service component, we will offer a reasonable replacement, restoration, rescheduling or refund. If a service is materially deficient, misdescribed or unlawfully charged, available consumer remedies remain unaffected by this Policy.

We may cancel or suspend a service for safety, security, fraud, unlawful conduct, harassment, misuse or a material breach of the Terms. Any refund will depend on the circumstances, work already delivered, loss caused and applicable law. We will not use this provision to avoid a mandatory consumer remedy.

8 Effect of a refund on service rights

• A full refund permanently ends every unused right created by that purchase, including unused purchaser, partner, report-generation, guided-session or booking rights.

• A partial refund ends only the named component or components. The refund record must identify what ends and what remains.

• Reports already generated remain viewable unless law, security or a valid deletion request requires otherwise.

• A refund does not erase the order, payment, consent, service, report or audit history. Records needed for accounting, tax, security, consumer protection and legal claims remain protected for the applicable retention period.

• A refund does not automatically cancel a separately contracted professional service, including independent legal services.

9 Refund method and timing

Approved refunds are normally sent to the original payment method. We aim to initiate the refund within seven business days after approval. The payment provider, bank or card network may require additional processing time, and the customer’s account may reflect the credit later. We will display or communicate the available provider reference where appropriate.

If the original payment route cannot accept the refund, we may request verified information for a lawful alternative. We will never ask for a password, OTP, PIN, CVV or complete payment credential.

10 Duplicate payments and incorrect amounts

Tell us promptly if you believe you were charged twice or charged an incorrect amount. We will compare the order, verified payment events, amount and currency. A confirmed duplicate or excess charge will be refunded through the appropriate payment route. A repeated webhook, browser return or payment confirmation does not create a second service right.

11 How decisions are recorded

Every approved, rejected, partial or full refund is recorded with the order, amount, reason, affected service components, decision-maker and status. Refund and service-right histories cannot be rewritten. Sandbox refunds are permanently marked as tests and excluded from commercial and statutory totals.

12 Complaints and escalation

For a refund question or complaint, contact support@nirji.com. You may escalate an unresolved grievance to JA Khan, Chief Grievance Officer, at the same email or by post at 402-A, 4th Floor, Dharam Karan Road, Ameerpet, Hyderabad-500016, Telangana. We will respond within the period required by applicable law and the published grievance process.

These procedures do not prevent you from approaching a competent consumer commission, court, regulator or statutory authority. Subject to non-waivable consumer rights, the courts at Hyderabad, Telangana have jurisdiction over disputes relating to this Policy.

13 Changes to this Policy

The version accepted at purchase governs that order unless a later change is required by law or is more favourable to the customer. New versions are published with an effective date. Earlier versions and acceptance records remain preserved.

14 Publication details

Effective date: 28 September 2026

Version: V 001

Operator: Good People Solutions Private Limited

Registered and grievance address: 402-A, 4th Floor, Dharam Karan Road, Ameerpet, Hyderabad-500016, Telangana

Chief Grievance Officer: JA Khan

Support and grievance email: support@nirji.com