This Refund Policy applies to professional services rendered by Shivi Facilitator Service Private Limited ("SFSPL", "Shivi Facilitator", "we", "us", or "our") and should be read together with our Terms & Conditions. Please note that registering your organisation on the Platform (as a Corporate, NGO, Government Agency, Implementation Partner, or other organisation) is entirely free of charge, and no payment or refund is applicable to registration itself.

1. Scope of This Policy

Where SFSPL is separately engaged, under a written service agreement, proposal, or invoice, to provide paid advisory, facilitation, or implementation-support services — such as CSR strategy and advisory, tender/RFP support and bid preparation, proposal writing, donor/funding linkage, impact assessment and social audit, or skill development and placement support — the terms below govern refunds for fees paid for such engagements, unless the specific service agreement states otherwise, in which case the specific agreement will prevail.

2. Free Registration, No Refund Applicable

As registration on the Platform is free, no fees are collected and therefore no refund applies at the registration stage. Refunds under this Policy are relevant only once a paid engagement has been agreed and invoiced.

3. Cancellation Before Commencement of Work

• If you cancel a paid engagement in writing before SFSPL has commenced any substantive work (such as due diligence, proposal drafting, tender research, or documentation), you will be eligible for a refund of amounts paid, less any processing or administrative charges already incurred on your behalf.

• Cancellation requests must be sent in writing to info@shivifacilitatorservice.com, referencing your engagement or invoice number.

4. Cancellation After Commencement of Work

• Once SFSPL has commenced work on an engagement (including but not limited to needs assessment, partner due diligence, proposal or bid preparation, MoU drafting, or compliance documentation), fees for work already performed are non-refundable, as they reflect professional time and resources already committed.

• Where an engagement is terminated partway through, any advance paid will be adjusted against work completed to date on a pro-rata basis, calculated according to the deliverables schedule set out in the relevant service agreement, and any balance (if due to you) will be refunded within 15–30 business days of termination.

5. Non-Refundable Items

• Statutory, government, or third-party fees already paid on your behalf (such as tender document costs, government portal fees, or third-party verification/audit charges) are non-refundable once incurred.

• Success fees or facilitation fees tied to a specific milestone (such as a grant disbursement, tender award, or partnership confirmation) are payable only upon achievement of that milestone and are not subject to refund once the milestone has been achieved and the fee has become due.

• Fees for completed deliverables (e.g., a finalised proposal, completed social audit, or filed compliance document) that have been delivered to and accepted by you are non-refundable.

6. Service Quality Concerns

If you are dissatisfied with the quality of a deliverable, please notify us in writing within 7 days of delivery, describing the specific concern. We will make reasonable efforts to review, revise, or correct the deliverable in line with the agreed scope of work before any refund is considered. Refunds for quality concerns, where warranted, will be assessed on a case-by-case basis relative to the portion of work found deficient.

7. Refund Process & Timeline

• All refund requests must be submitted in writing to info@shivifacilitatorservice.com with your name/organisation, engagement or invoice reference, and reason for the request.

• We will acknowledge refund requests within 3–5 business days and aim to resolve them within 15–30 business days of approval.

• Approved refunds will be made using the same payment method originally used, unless otherwise agreed, and may be subject to applicable bank charges or transaction fees.

8. Third-Party and Partner Fees

SFSPL facilitates connections with independent NGOs, implementation partners, and other third parties. Any fees, donations, or payments made directly to such third parties (rather than to SFSPL) are governed by that third party's own refund or cancellation policy, and SFSPL is not responsible for refunding amounts it has not itself received.

9. Force Majeure

Where an engagement cannot be completed due to circumstances beyond either party's reasonable control (including natural disasters, regulatory changes, or other force majeure events), SFSPL will work in good faith with you to agree a fair adjustment or refund reflecting work completed to date.

10. Changes to This Policy

We may update this Refund Policy from time to time. The "Effective Date" above reflects the latest revision. The policy in effect at the time your engagement was contracted will generally apply to that engagement, unless a later version is more favourable and we choose to apply it.

11. Contact for Refund Requests

• Shivi Facilitator Service Private Limited

• Email: info@shivifacilitatorservice.com

• Phone / WhatsApp: +91-9304856595 / +91-8252776695 (Available Mon–Sat, 9 AM–7 PM)

• Corporate Office: Lucknow, Uttar Pradesh, India – 226028

• Registered Office: Zone No. 3, Birsa Nagar, Jamshedpur, Jharkhand, India – 831017

REFUND POLICY

Shivi Facilitator Service Private Limited | Effective Date: 28 July 2026