Refund Policy

This Refund Policy applies to all monetary transactions on MaaPura, including donations made through GramaDaan, orders placed on GramaShoppe, and contributions made through GramaPartner CSR engagements. Refunds are processed through Razorpay (or the original payment instrument) to the same account from which the payment was received.

This Policy should be read together with our Terms of Service and Cancellation Policy. Where this Policy is silent, the Consumer Protection Act, 2019 and other applicable Indian laws will apply.

Donations are voluntary and irrevocable contributions to a charitable cause. We recognise, however, that occasional accidents and disputes occur. Donation refunds are considered on the following basis:

• Within 72 hours of payment — if you donated by mistake, in the wrong amount, or for the wrong cause, write to refunds@maapura.orgwithin 72 hours of the payment, quoting the donation ID, the registered email or phone, and the reason. We will normally issue a full refund within 10 working days.
• After 80G certificate issuance — if your 80G tax-exemption certificate has already been generated and emailed to you, a refund cannot be processed unless the certificate is first formally cancelled (by you returning the digital certificate to us in writing) and any tax deduction already claimed in your income-tax return is reversed. We may decline a refund in this scenario to comply with Section 80G of the Income-Tax Act, 1961 and to protect the donee organisation from tax-side liability.
• FCRA donations — donations received from non-resident Indian citizens located outside India and from foreign nationals are governed by the Foreign Contribution (Regulation) Act, 2010. Refunds in this category may require additional documentation (passport details, source-of-funds declaration) and may be processed on a case-by-case basis after consulting our FCRA compliance team.

Marketplace refunds are processed in line with the buyer-protection commitments of the MaaPura GramaShoppe programme:

• Damaged, defective or significantly-different product — raise a return request within 7 days of delivery from your Orders page. The artisan will be notified and shipping return arrangements will be coordinated. Once the artisan confirms receipt and condition of the returned product, a full refund (product value + the shipping fee originally paid) will be initiated within 10 working days.
• Order cancelled before shipment — full refund processed within 7 working days. See the Cancellation Policy.
• Order not delivered within the promised window — if the order has not been dispatched within the artisan's declared lead time + 3 days, you may request cancellation and a full refund.
• Partial refund — when only part of a multi-item order is returnable, the proportional product value plus the proportional GST is refunded; shipping is refunded only if all items in the order are returned.

CSR contributions under the GramaPartner programme are governed by the project agreement signed between MaaPura / Igniting Minds Organisation and the sponsor company. CSR refunds are considered on a case-by-case basis depending on the project disbursement stage:

• If the contribution has been received but no project activity has yet commenced, a refund (net of payment-gateway charges) can be initiated within 30 days of the receipt.
• If the project has commenced and funds have been partially disbursed to villages, only the undisbursed balance can be refunded.
• If the project is complete, no refund is possible; instead, a utilisation certificate and impact report will be issued for the sponsor's CSR / BRSR records.

To request a refund:

• For donations — email refunds@maapura.orgwith the subject line Refund — Donation #<donation_id> and include the registered email or phone, the donation ID, and a brief reason.
• For marketplace orders — open the order from Orders and use the "Request return / refund" action, or email orders@maapura.orgwith the order ID and photographs of the issue.
• For CSR contributions — write to csr@maapura.orgciting the project agreement number and the reason.

We may ask for additional information (KYC, identity verification) before approving a refund. Refunds are issued to the same account and payment instrument used for the original transaction.

Once a refund is approved by our operations team, we initiate the credit with Razorpay within 3 working days. Razorpay typically credits the original payment instrument within an additional 5 – 7 working days, depending on the issuing bank or wallet. The total worst-case timeline is therefore around 10 working days. International cards and UPI mandates may take longer depending on the network and your bank.

You will receive an email confirmation when the refund is initiated, with a reference ID that you can use to track the credit with your bank if needed.

• Services already rendered (CSR project work already completed, scheme application service already delivered, certificate already issued).
• KYC-related processing fees, where charged.
• Custom-made artisan items (e.g. monogrammed or made-to-order weaves) once production has begun.
• Perishable and consumable items (e.g. food grains, oils) once dispatched.
• Donations where an 80G certificate has already been issued and the donor has claimed tax deduction (see Section 2).
• Cases of buyer's remorse on marketplace items if the return window of 7 days has lapsed.

• Refund queries — refunds@maapura.org
• Marketplace orders — orders@maapura.org
• CSR — csr@maapura.org
• Operational support — support@maapura.org