Refund and Cancellation Policy

When and how you can cancel a background verification order and get your money back.

Effective: 01 September 2026Last updated: 01 September 2026

  • Consumer Protection Act, 2019
  • E-Commerce Rules, 2020

1Scope of this policy

This policy explains when and how you can cancel an order and get a refund for background verification services bought online from Quinfy Technology Private Limited ("Quinfy", "we", "us"), CIN U72500HR2019PTC082072, through Quinsta (quinsta.ai), quinplus.com and quinfy.com.

It applies to individual and self-serve orders paid online. Enterprise clients are covered by the refund and billing terms in their signed agreement with Quinfy, which take priority over this policy.

This policy is issued under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and should be read with our Terms and Conditions and Privacy Policy.

2Key terms

  • Order: a paid request for one or more verification checks.
  • Check: a single verification within an order, such as identity, address, education, employment or criminal record.
  • Subject: the person being verified.
  • Started: a check has started once the Subject has given consent and we have sent a request to a verification source or begun field work.

3When you get a full refund

You will get a full refund of the amount paid for a check, including GST, in these cases:

  1. You cancel before the check starts. Cancel from your account or by email at any time before the check has started.
  2. The Subject does not give consent. If the Subject does not consent within 7 days of our consent request, we cancel the unstarted checks automatically and refund them. You do not need to ask.
  3. We made an error. If a check was not delivered as ordered because of a mistake on our part, you can choose a full refund of that check or a free re-verification.
  4. Duplicate or failed payment. If you were charged twice, or money was deducted but the order was not created, we refund the extra amount automatically.

4When you get a partial refund

If you cancel an order after some checks have started, we refund every check in the order that has not started. Checks already started are not refundable.

If a started check cannot be completed because the verification source does not respond or no longer exists despite our documented attempts, we refund the fee for that check, minus any government, court, university or other third-party fees we have already paid on your behalf. We will show you those fees before deducting them.

5When refunds do not apply

Refunds are not available in these cases:

  • the check has been completed and the report delivered as ordered;
  • the check could not be completed because the information or documents you or the Subject provided were incorrect or incomplete (you can resubmit corrected details as a new order);
  • you disagree with a finding that correctly reflects the records we verified, since we report what verification sources confirm and cannot change their records;
  • third-party fees already paid to government bodies, courts, universities or other sources for a started check;
  • the order was placed in breach of our Terms and Conditions, for example without the Subject's knowledge or for an unlawful purpose.

Think a finding is wrong? That is a correction, not a refund. Email support@quinfy.com with your order number and supporting documents. If we confirm our report contains an error, we re-verify and correct it free of charge, and you may still request a refund of that check under Section 3.

6How to request a refund

Request a refund within 30 days of your order date. Automatic refunds under Section 3 do not need a request.

  1. Email support@quinfy.com, or use the refund option in your Quinsta account.
  2. Include your order number, the checks concerned, and the reason for your request.
  3. We acknowledge your request within 48 hours and give you a decision within 3 business days. If we decline, we tell you why.

7How refunds are paid

Refund typeWhen it is paid
Approved refundsCredited to your original payment method within 7 business days of approval
Duplicate or failed paymentsReversed automatically within 5–7 business days of the failed or duplicate transaction
Subject did not consentRefunded automatically within 7 business days of the order being cancelled

Refunds go only to the original payment method, whether card, UPI, net banking or wallet. The GST charged on the refunded amount is refunded with it, and we issue a credit note for your records.

Once we have processed a refund, your bank or payment provider may take a few more days to show it. If it has not arrived 10 business days after our confirmation, contact us and we will share the transaction reference.

8Grievances and consumer rights

If you are unhappy with a refund decision, contact our Grievance Officer. We acknowledge complaints within 48 hours and resolve them within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020.

Grievance Officer

Partha Barman
grievance@quinfy.com
080-46800968

This policy does not limit your rights under the Consumer Protection Act, 2019. You may also contact the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in) or file a complaint with the appropriate Consumer Commission, including online through e-Daakhil.

9Changes to this policy

We may update this policy from time to time. We will post the updated version on this page with a new effective date. Changes apply only to orders placed after the effective date; your order is always covered by the policy in force when you placed it.

10Contact us

Quinfy Technology Private Limited, 541–542, Tower B3, Spaze I-Tech Park, Sector 49, Gurugram, Haryana 122018, India