Cancellation & Refunds
Transparent and fair policies for Digital Signature Certificate cancellations and refunds. Your satisfaction and trust are our priorities.
Our Commitment to Transparency
At eSigner.Digital, we believe in clear and honest policies. Our cancellation and refund procedures are designed to be fair while accounting for the unique nature of digital signature certificates.
Policy Overview
Our cancellation and refund policies are structured around the digital nature of certificates and the eKYC verification process that makes each certificate unique to its holder.
Key Policy Points
• No refunds possible after certificate issuance due to digital product nature
• Full refunds available for CA technical failures (processed within 5-7 business days)
• Pre-eKYC cancellations eligible for refund within 48 hours
• Transparent communication throughout the process
No Refunds After Certificate Issuance
Once your Digital Signature Certificate is successfully issued and delivered, refunds are not possible. This policy exists due to the fundamental nature of digital certificates:
Why Digital Certificates Cannot Be Refunded
- Instant Activation: Certificates are immediately activated upon issuance and become part of the public key infrastructure
- Unique Identity Binding: Each certificate is permanently associated with the certificate holder’s verified identity
- PKI Registration: Certificates are registered with the Certifying Authority’s system, making reversal technically impossible
- Legal Validity: Once issued, certificates have legal standing and cannot be “returned” like physical products
- Security Integrity: The certificate’s cryptographic keys are generated and cannot be transferred or reused
Important Note
This policy protects the integrity of the digital signature ecosystem and ensures that each certificate maintains its unique cryptographic identity and legal validity.
When Refunds Are Available
Refunds are exclusively available in these specific circumstances:
1. Certifying Authority (CA) Technical Failures
- System Malfunctions: When the CA’s systems experience technical failures preventing certificate generation
- Regulatory Restrictions: If new regulations prevent certificate issuance for specific user categories
- Verification System Errors: When CA verification systems malfunction beyond user control
- Infrastructure Issues: Problems with the CA’s core certification infrastructure
2. Pre-eKYC Cancellation Requests
- Before Verification: Cancellation requested before completing eKYC and video verification
- 48-Hour Processing: Refunds processed within 48 hours of cancellation request
- 30-Day Window: eKYC window remains open for 30 days from order placement
- Full Refund: Complete refund of the certificate cost (excluding payment gateway fees)
Automatic Refund Processing
CA-related refunds are processed automatically within 5-7 business days without requiring user intervention. Email and SMS notifications are sent confirming the refund status.
Refund Process Timeline
Understanding our step-by-step refund process:
Step 1: Eligibility Assessment
Our system automatically determines refund eligibility based on order status and failure reasons. No manual verification required for CA failures.
Step 2: Refund Initiation
Eligible refunds are initiated immediately. CA failures: automatic processing. Pre-eKYC cancellations: within 24 hours of request.
Step 3: Payment Gateway Processing
Refunds are processed back to the original payment method through secure payment gateways. Processing time varies by payment method.
Step 4: Confirmation & Tracking
Email and SMS notifications sent with refund confirmation and tracking details. Bank transfer details provided for reference.
Step 5: Completion
CA failures: 5-7 business days. Pre-eKYC cancellations: 48 hours maximum. Account credited with full refund amount.
Payment Gateway Fees & Charges
Important information about payment processing fees:
Non-Refundable Fees
- Gateway Convenience Charges: Payment gateway fees are non-refundable in all refund scenarios
- Processing Fees: Third-party payment processing charges cannot be reversed
- Transaction Fees: Bank or card processing fees are deducted from refund amounts
Refund Calculations
- Product Value: Full certificate cost is refunded for eligible cases
- Fee Deduction: Payment gateway fees are automatically deducted
- Net Refund: Final refund amount = Product cost – Gateway fees
Transparency Commitment
All fee deductions are clearly itemized in refund notifications. No hidden charges or unexpected deductions from refund amounts.
DSC Token Shipping & Returns
Special policies for physical USB tokens ordered with certificates:
Shipping Information
- Delivery Timeline: DSC tokens delivered within 2-4 working days via reliable courier partners
- Tracking Provided: Tracking information shared via SMS and email upon dispatch
- India-Wide Coverage: Delivery available across India with location-based partner selection
- Secure Packaging: Tokens packaged securely to prevent damage during transit
Token Return Policy
- Physical Damage: Replacement provided for tokens damaged during shipping
- Manufacturing Defects: Free replacement for hardware defects within 30 days
- Compatibility Issues: Technical support provided for token compatibility problems
- Certificate Cancellation: Tokens returned if certificate issuance fails (postage refunded)
Questions About Our Refund Policy?
Our team is here to help clarify any questions about cancellations, refunds, or our transparent policies. Get quick answers and expert guidance.