Refund Policy

We want you to buy with confidence. This policy explains when a payment for a Digital Signature Certificate (DSC) or related product can be refunded. It should be read together with our Terms of Service.

1. Before certificate generation

• If you cancel before your application is submitted to the Certifying Authority, we refund the full amount less any payment-gateway charges actually incurred.
• If the application has been submitted but the certificate has not yet been generated, we refund the amount less the CA's processing charges and payment-gateway charges.

2. After certificate generation

• Once a certificate has been generated or downloaded, no refund is possible. A DSC is a personalised cryptographic credential created specifically for you by the Certifying Authority and cannot be resold, reused or restocked.
• Errors in the certificate caused by information you provided (name spelling, email, organisation details) are not grounds for refund; a fresh application at applicable charges is required. Errors caused by us or the CA will be corrected at no cost through the CA's reissue process.

3. Rejected or failed applications

• If the Certifying Authority rejects your application (for example, verification failure or deficient documents) and it cannot be cured, we refund the certificate fee less CA processing and payment-gateway charges.
• If an application lapses because mandatory verification (eKYC / video) was not completed by you within the CA's window, the CA's forfeiture rules apply and only the refundable portion, if any, will be returned.

4. USB tokens and shipping

• An unused USB token in its original condition may be returned within 7 days of delivery for a refund of the token price; shipping costs are non-refundable.
• Once a certificate has been downloaded onto a token, the token cannot be returned. Tokens found physically damaged on arrival are replaced free of charge if reported within 48 hours of delivery.

5. How refunds are processed

• Request a refund by email to info@novelonlineservice.com or by calling 95000 96111, quoting your application details.
• Approved refunds are processed within 7–10 working days to the original payment method.

6. Contact

novel online service, Ram Lakhan Chamber, Suite No 314, 3rd Floor, No 19 & 20, General Muthiah Mudali Street, Chennai - 600 001 · Mobile 95000 96111 · Landline +91 44 435 88188.