Refund Policy
Fair and transparent refund process
Last updated: February 17, 2026
✅
7-Day Window
Refund requests accepted within 7 days of payment
⏱️
7-14 Days
Refund processed back to original payment method
📧
Easy Process
Email refund@naturexpress.in to initiate
1. Overview
At NatureXpress, we stand behind the quality of our EUDR compliance services. This Refund Policy outlines the circumstances under which we issue refunds and the process for requesting one.
Our service involves significant computational resources including satellite verification of GPS coordinates. Please read this policy carefully before making a purchase.
2. When Refunds Are Issued
You are eligible for a full refund in the following situations:
✅
Service Not Utilized
If you paid but have not downloaded any documents or initiated satellite verification, you may request a full refund within 7 days of payment.
✅
Technical Failure
If our platform fails to generate your compliance documents due to a technical error on our end, you are entitled to a full refund or reprocessing at no charge.
✅
Duplicate Payment
If you were charged twice for the same shipment due to a payment gateway error, the duplicate charge will be refunded immediately.
✅
Service Unavailability
If our platform is unavailable for more than 24 consecutive hours after payment, you may request a refund.
3. Non-Refundable Scenarios
Refunds will NOT be issued in the following circumstances:
❌
Documents Already Downloaded
Once you have downloaded any compliance documents (PDF, XML), the service is considered fully delivered and no refund is applicable.
❌
Satellite Verification Completed
After satellite verification has been run on your farmer GPS data, computational resources have been consumed and the service is non-refundable.
❌
Incorrect Data Uploaded
If compliance documents are generated but not accepted by EU authorities due to incorrect farmer data or GPS coordinates provided by you, we cannot issue a refund. However, we will help you resubmit at a discounted rate.
❌
Change of Mind After 7 Days
Refund requests made after 7 days of payment will not be accepted unless there is a technical failure on our end.
❌
Regulatory Changes
We cannot provide refunds if EUDR regulations change after your purchase, requiring additional documentation not covered by our platform.
❌
GST Amount
The 18% GST portion of your payment cannot be refunded as it has already been remitted to the Government of India.
4. How to Request a Refund
Follow these steps to request a refund:
1
Contact Us by Email
Send an email to refund@naturexpress.in with subject line "Refund Request - [Your Shipment Name]"
Include: Your registered email, Invoice number, Shipment name, Reason for refund
2
Verification (1-2 Business Days)
Our team will verify your request against our records and confirm eligibility.
We may ask for additional information to process your request.
3
Approval Notification
You will receive an email confirming refund approval or explaining why it was not approved.
If not approved, we will suggest alternative resolutions.
4
Refund Processing (5-10 Business Days)
Approved refunds are processed through Razorpay back to your original payment method.
Total timeline: 7-14 business days from request to receipt.
5. Refund Timeline
Credit/Debit Card5-7 business days
UPI1-3 business days
Net Banking3-5 business days
Wallet (Razorpay)Instant to 1 business day
* Timeline starts after refund approval. Actual time depends on your bank's processing speed.
6. Partial Refunds
In some cases, we may offer partial refunds at our discretion. For example, if satellite verification has been completed but documents have not been downloaded, we may offer a partial refund equivalent to the document generation portion of the service.
Partial refund amounts will be communicated to you during the review process.
Contact for Refund Requests
📧 Refund Email:refund@naturexpress.in
📞 Phone: +91 80771 70715 (Mon–Fri, 9 AM – 6 PM IST)
⏰ Support Hours: Mon–Fri, 9 AM – 6 PM IST · Sat 10 AM – 2 PM IST
📅 Response Time: Within 1-2 business days