Refund Policy

1. Introduction

At Altura Financial Services Private Limited ("we", "us", or "our"), we are committed to ensuring transparency, integrity, and customer satisfaction. This Refund Policy outlines our practices and conditions related to refunds for payments made via our platform in connection with the financial services we provide. Please read this policy carefully before making any payments through the Altura Financial Services platform.

2. Nature of Services

Altura Financial Services is a Non-Banking Financial Company (NBFC) that offers a variety of financial products and services, including loans, investment options, and insurance services. We are a financial service provider that processes and disburses loans and facilitates other financial services directly or through partnerships with banks and financial institutions.

3. Applicability

This Refund Policy applies to any service charges, fees, or payments made by users to Altura Financial Services in connection with financial products or services. This includes application fees, processing charges, technology usage fees, convenience fees, or third-party verification service charges paid via the Altura platform.

4. Non-Refundable Fees

Unless otherwise specified, the following payments are non-refundable:

• Loan processing charges, once the application is submitted or loan processing begins.
• Technology usage, convenience, or administrative fees incurred for using the Altura Financial Services platform.
• Third-party KYC/verification fees once services have been rendered.
• Service charges paid to partner institutions or service providers, unless stated otherwise by those partners.

5. Exceptions to Non-Refundability

Refunds may be considered under exceptional circumstances, including:

• Duplicate payments due to a technical error or platform malfunction.
• Transaction failures where the payment was debited but the service was not rendered.
• Unauthorized transactions due to platform error (not including cases of user negligence).

All refund requests must be submitted with proof of payment and a valid reason. Each request will be reviewed on a case-by-case basis, and a decision will be communicated to the user within 10 working days.

6. Refund Request Procedure

To initiate a refund request, please email us at afs@alturafinancials.com with the following details:

• Full name and registered mobile number/email ID
• Date and time of the transaction
• Payment reference number
• Reason for refund request
• Supporting documents or screenshots (if applicable)

7. Processing of Approved Refunds

Approved refunds will be processed to the original payment method within 7-10 business days. In cases where the original payment method is no longer valid or active, alternative arrangements may be made with the user's consent.

8. No Refund for Loan Repayments

Loan repayments made to Altura Financial Services or our lending partners are governed by the terms of the respective loan agreements. Altura Financial Services is not responsible for refunding EMIs or interest payments once made. Any concerns related to loan repayments must be addressed directly to the respective lender.

9. Contact Information

For any queries related to this Refund Policy or to track the status of a refund request, please contact:

Altura Financial Services Private Limited
Ground Floor Plot No-121, Block-B, Pocket-4,
Sector-23, Dwarka, New Delhi- 110077
Email: afs@alturafinancials.com
Contact: +91-7700840543

10. Policy Amendments

Altura Financial Services reserves the right to revise this Refund Policy from time to time to reflect changes in regulatory requirements, platform functionality, or user feedback. Updated versions will be published on our Platform with the effective date clearly mentioned.