1. Overview

At HWB Warrior, we are committed to providing transparent and fair refund and cancellation policies. This policy outlines the terms and conditions for refunds and cancellations of payments made through our platform, processed via Razorpay payment gateway.

This policy complies with the Consumer Protection Act, 2019, Reserve Bank of India guidelines, and other applicable Indian laws and regulations.

2. Types of Transactions

Our platform processes the following types of transactions:

• Donation Contributions: Voluntary monetary donations to support our charitable initiatives (Non-refundable)
• Event Registration: Fees for awareness programs and training sessions (where applicable)
• Administrative Services: Charges for documentation and certification services

2.1 Free Blood and Charitable Services

As a charitable trust committed to public health, HWB Warrior provides the following services completely FREE of charge:

• Blood Donor Registration: Completely free registration and profile creation for donors
• Blood Matching Services: No charges for blood type matching and compatibility verification
• Emergency Blood Coordination: Free emergency blood requirement notifications and coordination with blood banks and hospitals
• Blood Collection and Donation Support: No fees for blood collection or medical screening during donation
• Blood Bank Coordination: Free coordination with partner blood banks and medical facilities
• Recipient Assistance: Free support for individuals requiring blood transfusions
• Medical Consultation: Free basic medical consultation related to blood donation eligibility
• Community Awareness Programs: Free awareness campaigns and educational sessions on blood donation benefits
• Donor Tracking and Record Management: Free maintenance of donor medical history and donation records

3. Refund Eligibility

3.1 Eligible for Full Refund

• Duplicate payments made due to technical errors
• Unauthorized transactions (subject to verification)
• Service cancellation within 24 hours of payment (for non-emergency services)
• Event cancellation by HWB Warrior
• Technical failures preventing service delivery
• Overcharging due to system errors

3.2 Eligible for Partial Refund

• Service cancellation after 24 hours but before service delivery (75% refund)
• Event cancellation by user 7-14 days before the event (50% refund)
• Membership cancellation within the first 7 days (pro-rated refund)

3.3 Non-Refundable Transactions

• All voluntary donations - Donations are final and non-refundable as they support our charitable mission
• Services already delivered or utilized
• Event cancellation by user less than 7 days before the event
• Processing fees and transaction charges
• All blood donation related services - These are provided free of charge and do not involve monetary transactions

4. Refund Process and Timeline

4.1 How to Request a Refund

4.2 Refund Processing Timeline

5. Cancellation Policy

5.1 Service Cancellation

You may cancel services according to the following guidelines:

• Immediate Cancellation: Available within 24 hours of payment for non-emergency services
• Standard Cancellation: Available up to 48 hours before scheduled service delivery
• Emergency Services: Cannot be cancelled once initiated due to the critical nature

5.2 Event Registration Cancellation

6. Failed Transactions

In case of failed transactions where money has been debited from your account but the service was not activated:

• The amount will be automatically refunded within 5-7 business days
• If auto-refund doesn't occur, contact our support team immediately
• Provide transaction details and bank statement as proof
• We will initiate manual refund processing within 24 hours of verification

7. Dispute Resolution

7.1 Internal Resolution

We strive to resolve all refund disputes internally through our customer support team. Our resolution process includes:

• Initial review within 2-3 business days
• Investigation and verification of claims
• Communication with relevant stakeholders
• Final decision communication within 7 business days

7.2 External Dispute Resolution

If you are not satisfied with our internal resolution, you may approach:

• Banking Ombudsman for payment-related disputes
• Consumer Forums under the Consumer Protection Act, 2019
• Razorpay's dispute resolution mechanism

8. Special Circumstances

8.1 Medical Emergencies

In case of medical emergencies where blood requirements change or are no longer needed:

• Emergency service charges are generally non-refundable due to resource allocation
• Exceptional cases will be reviewed on a case-by-case basis
• Medical documentation may be required for consideration

8.2 Force Majeure

In cases of natural disasters, pandemics, government restrictions, or other force majeure events that prevent service delivery, full refunds will be processed within 14 business days.

9. Refund Method

Refunds will be processed using the same payment method used for the original transaction:

• Credit/Debit card refunds will be credited to the same card
• Net banking refunds will be credited to the source bank account
• UPI refunds will be credited to the linked bank account
• Wallet refunds will be credited to the same digital wallet

10. Contact Information for Refunds

11. Policy Updates

We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be communicated through email notifications and website announcements. The updated policy will be effective from the date of publication.

12. Legal Compliance

This policy is designed to comply with:

• Consumer Protection Act, 2019
• Reserve Bank of India (RBI) guidelines
• Payment and Settlement Systems Act, 2007
• Information Technology Act, 2000
• Razorpay Terms and Conditions