The sections below set out the full terms. By registering and loading your wallet, you agree to this refund and cancellation policy.
01 Our services
PAN MITRA provides PAN card application services along with a prepaid wallet and an instant payment gateway for loading funds. You load your wallet and use the balance to pay for PAN applications and related services.
- PAN card apply service for new and correction requests
- Wallet load through an instant payment gateway (UPI, net banking, cards)
- Service charges are deducted from your wallet balance per request
02 KYC approval is required
Your account must complete and pass KYC verification before you can use paid services. Wallet loads or service requests made before KYC approval may be held until verification is complete.
If KYC is rejected, any unused wallet balance not linked to a flagged transaction will be returned to your original payment method after review.
03 Cancelling a service request
You may request cancellation of a PAN application or related service only while it is still pending on our side and has not yet been submitted to the concerned authority.
- Before submission: the request can be cancelled and the charged amount is credited back to your wallet.
- After submission: once the request is forwarded to the authority, it cannot be cancelled and the service charge is non-refundable.
Tip: applications are usually submitted quickly after you place them, so cancellation requests should be raised as early as possible.
04 Cancelling a wallet load
Wallet loads are processed instantly through our payment gateway and are credited to your wallet right away. A successful load cannot be cancelled, since the balance remains available for you to use on future services.
If a load failed but the amount was debited from your bank or UPI, see the refund section below — that amount is reversed or refunded after verification.
05 Closing your account
You may request closure of your PAN MITRA account at any time. Please note:
- Registration charges are non-refundable on account closure.
- Any unused wallet balance not linked to a flagged or disputed transaction will be returned to your original payment method after review.
- Pending or already-submitted service requests will continue to be processed and their charges are not refunded.
06 User registration charges
The one-time registration charge paid to create your PAN MITRA agent/user account is non-refundable. It covers account setup, onboarding, and access to the platform, and is not returned on cancellation or account closure.
07 Wallet loads & payment gateway refunds
In normal cases, a successful wallet load is non-refundable once credited, because the balance stays available for you to use. Refunds apply only in the cases below:
- Failed load, amount debited: if money is deducted from your bank/UPI but not credited to your wallet, it is auto-reversed or refunded after verification, usually within 5–7 working days.
- Duplicate charge: if you are charged twice for the same load, the extra amount is refunded after we confirm the duplication.
- Gateway/bank charges: any transaction or convenience fees charged by the payment gateway or bank are non-refundable.
Refunds are always returned to the original payment method. We cannot refund to a different account or in cash.
08 Service charges for completed requests
Once a PAN application or service request is submitted and forwarded to the concerned authority, the service charge is non-refundable, even if the application is later rejected by the authority for reasons outside our control (such as incorrect documents or details supplied by you).
If a request fails on our side and was never submitted, the deducted amount is credited back to your wallet.
09 Fraudulent activity — no refund
PAN MITRA has zero tolerance for fraud. No refund or cancellation will be allowed for any amount connected to fraudulent, suspicious, or unauthorised activity. This includes, but is not limited to:
- Use of stolen, fake, or unauthorised payment instruments
- Submitting forged, tampered, or false KYC or PAN documents
- Chargeback abuse or attempts to reverse legitimately used funds
- Misuse of the platform or any activity that breaches our terms or the law
Important: amounts held or frozen due to a fraud investigation are not refundable while the matter is under review, and may be forfeited if fraud is confirmed.
10 Account termination
If fraudulent activity, misuse, or a serious breach of our terms is detected, PAN MITRA reserves the right to suspend or terminate the account without prior information or notice.
On termination for such reasons, related wallet balances and charges may be withheld pending investigation, and registration charges remain non-refundable.
11 How to request a cancellation or refund
If you believe you are eligible under this policy, raise a request with the following details so we can verify it quickly:
- Registered mobile number / user ID
- Transaction ID or reference number
- Date, amount, and payment method used
- A short description of the issue
Eligible refunds are processed within 5–7 working days after verification. The time for the amount to reflect in your account depends on your bank or payment provider.
Need help with a cancellation or refund?
Our support team is here to review your transaction and guide you through the process. Reach out with your transaction details.