Refund & Cancellation Policy

This policy explains when refunds and cancellations are available for Digital Signature Certificates (DSCs), USB tokens and related services obtained through DSC Buddy. Because a DSC is issued under the IT Act, 2000 by a licensed Certifying Authority against the applicant's verified identity, certain charges become non-refundable once issuance has begun.

1. Once a DSC Is Issued

Once a DSC has been issued, the certificate fee is non-refundable. The certificate is generated by a licensed Certifying Authority following successful eKYC/video verification, and that issuance fee is non-recoverable. A DSC is tied to the applicant's identity and cannot be re-used, re-assigned or returned, so we are unable to refund the certificate component after issuance is complete.

2. Cancellation Before Issuance

You may request cancellation before the certificate is issued and before the eKYC/verification has been submitted to the Certifying Authority. In such cases we will refund the certificate amount after deducting any costs already incurred, payment-gateway charges and applicable processing charges. Once verification has been submitted to the Certifying Authority, the order is treated as in-process and the certificate fee becomes non-refundable.

3. When Refunds Are Not Available

No refund will be entertained in the following cases:

• The certificate has already been issued.
• Fraudulent, false or mismatched information was submitted to the Registration / Certifying Authority.
• The applicant fails to provide the required documents or complete verification within 15 days of placing the order.
• Incorrect or wrong data entered by the applicant resulted in no certificate or an error in the certificate data.
• The application was rejected or video verification failed due to reasons attributable to the applicant.
• The applicant changed their mind after the certificate was issued.

4. USB Tokens & Hardware

Hardware charges are treated separately from the certificate fee:

• Once a USB token / hardware device has been dispatched, its cost is non-refundable for hygiene and security reasons.
• A sealed, unopened device may, at our discretion, be eligible for a partial refund if returned in resaleable condition.
• A defective device reported within the warranty window will be replaced (not refunded), subject to inspection.
• Return shipping costs, where applicable, are borne by the customer.

5. Shipping & Payment-Gateway Charges

Shipping/delivery charges and payment-gateway / transaction charges are non-refundable in all cases, including where a partial refund of the certificate amount is approved.

6. Partner & Reseller Orders

Orders placed by distributors, franchise partners and resellers are governed by the signed partner agreement. Certificates already issued against a partner's order are non-refundable, and amounts paid towards issued certificates cannot be reversed. Any unused partner credit, where offered, is handled strictly as per the partner agreement.

7. Refund as Sole Remedy

Where a refund is approved, the refunded amount is the sole and maximum remedy for any error, delay, service failure or dissatisfaction. DSC Buddy is not liable for any indirect or consequential loss arising from the use, delay or unavailability of a certificate.

8. How to Request a Refund or Cancellation

A refund or cancellation request must be raised within 5 business days of the date of payment. To request one:

• Email connect@dscbuddy.com with your order number and reason.
• Include the registered name and mobile number used on the order.
• Or reach us through our contact page.

9. Timelines

Approved refunds are processed to the original payment method within 7–10 business days of approval. The time for the amount to reflect in your account depends on your bank or payment provider. We will keep you informed of the status of your request.