Refund & Credit Policy

Purpose and Scope

This Refund & Credit Policy ("Policy") governs the terms under which refunds and/or service credits are issued to clients of Mappen, a job portal offering background verification ("BGV") and AI interview services.

Definitions

Key Terms:

• Mappen Credits: A non-monetary credit balance issued to the client's Mappen account, redeemable against any future service on the platform
• Monetary Refund: A return of funds to the original payment method
• Service Commencement: The point at which Mappen has initiated any substantive activity related to the purchased service (e.g., starting verification, generating interview links)

General Policy

This approach ensures faster processing times and provides flexibility for future service usage while maintaining operational efficiency.

Eligibility for Mappen Credits

Mappen Credits will be issued in the following cases:

• The purchased service has not commenced at the time of cancellation request and the request is made within 48 hours of payment
• A technical fault or operational delay on Mappen's part renders the service temporarily unavailable
• The client withdraws a service request before BGV or AI Interview initiation and the request is made within 48 hours of payment

Eligibility for Monetary Refund

A monetary refund will only be issued under the following circumstances:

• Duplicate payment resulting from a system or payment gateway error
• Inability of Mappen to deliver the purchased service due to internal operational limitations where no alternative arrangement is accepted by the client, provided the cancellation is requested within 48 hours of payment
• Regulatory, legal, or compliance restrictions that prevent service execution

Non-Refundable Situations

No refunds (monetary or credits) will be provided in the following scenarios:

• The BGV process has already commenced
• AI Interview session links have been generated or interviews have been conducted
• The request is made after 48 hours from payment, except in cases of duplicate payments or Mappen's inability to deliver due to internal limitations
• Delays arising due to incomplete, inaccurate, or delayed information provided by the client
• Dissatisfaction arising from subjective expectations rather than an objective service failure

Procedure for Requesting a Refund or Credit

Step-by-Step Process:

• All requests must be submitted in writing to support@mappen.in within the timelines specified above (generally 48 hours from payment)
• The request must include the Transaction ID, date of purchase, and service details
• Mappen will review each request and communicate the resolution decision within five (5) business days

Processing Timelines

Service Level Commitments:

• Mappen Credits: Issued within two (2) business days of approval and reflected in the client's account wallet
• Monetary Refunds: Processed within seven (7) to ten (10) business days to the original payment method
• Request Review: Initial response within five (5) business days

Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of India.

This ensures consistent legal framework and accessible dispute resolution for all parties involved.