Rattanote LogoRattanote

Refund Policy

Effective Date: March 1, 2025 · Last Updated: May 18, 2026

Rattanote ("we," "us," or "our") is committed to customer satisfaction. This Refund Policy governs all refunds on purchases made through rattanote.com (the "Service"). All payments are processed by Dodo Payments, Inc., our Merchant of Record, which administers refunds, chargebacks, and tax adjustments on our behalf. This policy is issued in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Payment and Settlement Systems Act, 2007, and applicable Reserve Bank of India (RBI) and National Payments Corporation of India (NPCI) guidelines on digital payments. By making a purchase, you agree to this policy.

1. Scope

This policy applies to:

  1. Library materials — downloadable digital study materials sold through the Service.

2. 30-Day Satisfaction Guarantee

We offer a voluntary 30-day satisfaction guarantee on every purchase. This window extends well beyond the standard refund window applied by Dodo Payments under its own merchant policies, and is offered in addition to, not in substitution of, your statutory rights under Indian consumer law (see Section 4). If you are not satisfied with a purchase for any qualifying reason listed in Section 5, you may request a refund within 30 days of the original purchase date. Refunds are credited to your original payment instrument by Dodo Payments, our Merchant of Record.

3. How the Refund Flow Works

Because Dodo Payments is our Merchant of Record, the financial leg of every refund is performed by Dodo Payments — we cannot transfer money to your account directly. The typical flow is:

  1. You raise a refund request with us using the channels in Section 7.
  2. We review the request against this policy and your statutory rights, usually within 5 business days.
  3. If approved, we instruct Dodo Payments to issue the refund to your original payment instrument.
  4. Dodo Payments executes the refund through the acquiring bank or UPI network in line with RBI / NPCI timelines (see Section 7).
  5. You receive a refund confirmation from Dodo Payments, including any tax adjustment, on the email associated with your account.

4. Your Statutory Rights under Indian Consumer Law

Under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, you are entitled to a refund where digital content is defective, materially different from its description, or not delivered as agreed, irrespective of whether you have downloaded it. Rule 7 of the E-Commerce Rules prohibits us from refusing such a refund on the basis of any “non-refundable” clause. Nothing in this policy waives or limits these statutory rights. Where this policy and the law are in conflict, the law prevails.

By proceeding with a download, you acknowledge that delivery of the digital content has commenced at your explicit request. This acknowledgement does not waive your rights to a refund where the content turns out to be defective or not as described.

5. Refund Eligibility — Qualifying Reasons

Refund requests made within 30 days of purchase will be approved in the following situations:

  1. Before download — no questions asked. If you have not yet downloaded the material, you may request a full refund within 30 days of purchase for any reason.
  2. Defective or incorrect content. The file is corrupted, cannot be opened, is in the wrong language, contains substantial factual errors, or is materially different from what was described on the product page. Full refund regardless of whether the material has been downloaded.
  3. Non-delivery. Your purchase was charged but the material was not made available for download due to a failure on our side. Full refund.
  4. Duplicate purchase. The same material was purchased twice by mistake within a short time. Full refund on the duplicate transaction (we may waive payment-gateway costs at our discretion).
  5. Unauthorised or fraudulent charge. The purchase was not made by you and was not authorised by anyone holding your account. Full refund, subject to verification, in coordination with Dodo Payments and your bank.
  6. Post-download change of mind — reviewed on a case-by-case basis. Refund requests submitted after download, where the content is not defective and matches its description, are not guaranteed. We will review each request on its facts and may approve partial or full refunds where the circumstances are reasonable. Approval is at our discretion; denial is not a denial of your statutory rights in clauses 2 and 3 above.

6. Situations Where Refunds Will Generally Not Be Issued

The following situations are outside our voluntary refund guarantee. None of them override your statutory rights under Section 4.

  1. Refund request submitted more than 30 days after the original purchase date.
  2. Inability to use the Service caused by your own actions — for example, forgotten login credentials, unsupported device, incompatible browser or PDF reader, or local internet issues.
  3. Dissatisfaction with the difficulty level, style, or pedagogical approach of the content, where the content matches its product-page description and preview.
  4. Promotional or discounted purchases where different refund terms were clearly stated at the time of the promotion.
  5. Repeated, abusive or fraudulent refund requests across multiple orders (see Section 8).

7. How to Request a Refund & Processing Timelines

  1. Go to My Account → Order History, select the relevant order, and click "Request Refund," or write to contact@solvaaa.com with your order ID and the reason for your request.
  2. We will acknowledge your request within 48 hours and notify you of our decision within 5 business days, in line with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.
  3. If approved, the refund is initiated by us and executed by Dodo Payments. Indicative credit timelines, measured from the date of approval:
    • UPI: 1–3 business days (per NPCI Unified Payments Interface Procedural Guidelines).
    • Credit / Debit Card (Visa, Mastercard, RuPay): 5–7 business days, subject to your bank's processing time.
    • Net Banking: 3–5 business days.
    • Wallets / other supported methods: as per the wallet provider's policy, typically 1–5 business days.
  4. All refund timelines run from the date of our approval, not the date of your request.
  5. If a refund to your original payment instrument is not technically possible (e.g., a closed card account), we will work with you and Dodo Payments to arrange an alternative method in line with RBI guidelines.
  6. Tax adjustments: where applicable Goods and Services Tax (GST) was collected on the transaction, the GST component will be refunded together with the principal amount by Dodo Payments.

8. Abuse Prevention

  1. It is your responsibility to confirm whether you already own a material before purchasing it.
  2. Three or more duplicate purchases of the same material within 30 days, or a pattern of repeated refund requests across orders, may be treated as system abuse.
  3. Where abuse is reasonably suspected, we reserve the right to deny the refund, restrict library access, or suspend the account, without prejudice to your statutory rights.

9. UPI-Specific Provisions

  1. Per-transaction limits. UPI payments are subject to NPCI limits (currently up to ₹1,00,000 per transaction for most categories) and any further limits set by your bank.
  2. Failed or pending UPI transactions. If your UPI payment is debited but the order is not confirmed, the amount is typically auto-reversed by the UPI network within T+1 business day (next business day) per NPCI guidelines. If the reversal does not occur within 3 business days, please contact us at contact@solvaaa.com so we can coordinate with Dodo Payments.
  3. Approved refunds. Processed as a reverse UPI transaction to the originating UPI ID / Virtual Payment Address (VPA) and underlying bank account.
  4. RBI / NPCI compliance. All UPI refund timelines are subject to the NPCI UPI Procedural Guidelines and applicable RBI circulars. We will instruct Dodo Payments to initiate any approved UPI refund within 2 business days of approval.

10. Failed Transaction Auto-Reversal

For any digital payment (UPI, card, net banking) where money is debited from your account but the transaction does not result in a confirmed order:

  1. The amount will be automatically reversed by the payment network within T+1 to T+5 business days (where T is the transaction date), in line with RBI's “Harmonisation of Turnaround Time and Customer Compensation for Failed Transactions” framework.
  2. If you do not receive the auto-reversal within the time prescribed by RBI for the relevant payment method, you may be entitled to compensation of ₹100 per day of delay under the same RBI framework, payable by the acquiring bank.
  3. If you do not see the auto-reversal within 5 business days, please write to us at contact@solvaaa.com with your transaction reference and we will follow up with Dodo Payments.
  4. Dodo Payments is responsible for initiating reversals through the acquiring bank in compliance with the Payment and Settlement Systems Act, 2007.

11. Chargebacks and Payment Disputes

We strongly encourage you to write to our Grievance Officer at contact@solvaaa.com before raising a chargeback with your bank, card issuer or UPI payment service provider. Chargebacks raised without first giving us an opportunity to resolve the issue may result in account suspension and will be contested by Dodo Payments using the underlying transaction evidence. Chargeback investigations typically take 45–60 business days, depending on your bank or card network. As our Merchant of Record, Dodo Payments handles all chargeback proceedings on our behalf, including representment and dispute resolution.

12. Escalation and Consumer Helplines

Nothing in this Refund Policy limits or overrides your statutory rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Payment and Settlement Systems Act, 2007, or any other applicable Indian law. Where statute provides greater refund rights, those rights prevail. If our response does not resolve your concern, you may:

  • Contact the National Consumer Helpline (toll-free: 1800-11-4000) or visit consumerhelpline.gov.in.
  • File a complaint with the relevant Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
  • For payment-system grievances, escalate via the RBI's Complaint Management System at cms.rbi.org.in.

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated “Last Updated” date. Purchases made before a policy change are governed by the policy in effect at the time of purchase.

14. Contact Us

For refund-related questions or to exercise your consumer rights: