Cancellation & Refund Policy

This policy explains how cancellations and refunds work for verification services purchased from Equal Identity Private Limited.

What you are buying

Equal provides background-verification services, which means we perform work on your behalf. That work involves retrieving and confirming employment and identity records from authorised sources, and it begins soon after your payment reaches us.

Because the cost is incurred the moment that work starts, our ability to offer refunds is limited. The sections below set out exactly where the cut-off sits, so there is no ambiguity about when you can still cancel and when you cannot.

Cancellations

Whether a request can still be cancelled depends on one thing only: whether we have started the verification.

You can cancel before work begins

A verification request may be cancelled at any point before we have started the verification work. Email billing@equal.in as early as you can and quote your request or reference ID so we can find and stop the request in time.

You cannot cancel once work has started

Once verification work has commenced, or once the verification has been completed, the request can no longer be cancelled. By that point we have already contacted the authorised sources on your behalf.

When you get a refund

These are the three situations that decide whether money comes back to you.

Full refund

You receive a full refund where you paid but the verification had not yet commenced when you asked to cancel. The same applies to a duplicate payment or a payment that was clearly made in error.

No refund

No refund is due once a verification has been performed and its result delivered to you, because at that point the service you paid for has been rendered in full.

Amounts charged in error

Where an amount was charged in error, for example because of a technical duplication on the payment gateway, we will refund the affected amount to you without you having to argue the case.

How refunds are processed

Approved refunds are issued back to the original payment method through Razorpay. We do not transfer refunds to a different account from the one that paid.

Refunds are typically processed within 5 to 7 business days of approval. How long the money then takes to appear in your account is decided by your bank or card issuer, not by us.

How to request a refund

Email billing@equal.in with your payment reference or request ID and the reason for the request. Including the reference lets us match the payment straight away.

We will respond within 1 to 2 business days, and will tell you either that the refund is approved or exactly why it falls outside this policy.

If we do not resolve it

If your concern is not resolved to your satisfaction, you may escalate it to our Grievance Officer, Krishna Pallavi, at grievance@equal.in.

This policy is governed by the laws of India and should be read alongside our Terms and Conditions and our Privacy Policy.