At BengalSeva, we are committed to providing complete satisfaction. This policy sets forth the terms under which cancellations, refunds, and dispute compensations are handled across our service categories.

1. Service & Appointment Cancellation

• Cancellation Prior to Dispatch: Customers can cancel any service booking or order free of charge directly from their Customer Dashboard, provided the order is still in "Pending" or "Under Review" status. In such cases, 100% of the transaction amount will be refunded.
• Cancellation After Dispatch / Arrival: Once a service provider has arrived on-site, or a physical shipment has been manifested with 3PL couriers, cancellations cannot be initiated through the user portal.

2. Physical E-Commerce Goods (Returns & Replacements)

For physical merchandise purchased via the Shopping Complex:

• Damaged, defective, or incorrect items must be reported within 48 hours of physical delivery.
• Customers must provide photographic proof of damage through the "⚠️ Dispute / Refund" portal in their dashboard.
• Upon return pickup and inspection, a full refund or free replacement will be initiated within 48 hours.

3. Mobile Recharges & Electricity Bills

• Successful Recharges: Transactions successfully validated and confirmed by telecom operators (Jio, Airtel, Vi, BSNL) or State Electricity Boards cannot be reversed or refunded once operator confirmation is received.
• Failed / Dropped Transactions: If an amount is deducted from your bank account or card but the transaction fails to complete at the operator switch, the amount is automatically refunded back to the source account within 3 to 5 business days.

4. Dispute Mediation & Refund Processing Timelines

When an administrative dispute is raised via your Customer Dashboard, our mediation team reviews merchant logs, customer notes, and proof files:

• Review Window: Claims are investigated within 24 to 48 business hours.
• Approved Refunds: Once approved by the administrator, the refund is processed directly back to the original source payment method (Bank Account, UPI, Credit/Debit Card, or Netbanking).
• Credit Timeline: Banks typically take 5 to 7 business days to reflect the credited funds on your statement.