Refund Policy
When you are eligible for a refund, how much is refundable, and how to request one. This policy is incorporated into our Terms & Conditions by reference.
1. Scope
This policy applies to payments made through the Krakens Platform for services delivered by independent Specialists. Krakens is a technology platform and acts only as a limited payment collection agent for Specialists; it does not itself provide government, legal, or documentation services.
Every payment is made up of (a) the service charge payable to the Specialist and (b) the Krakens platform fee, taxes, and payment-processing charges. These components are shown separately before you pay.
2. Platform Fee
The Krakens platform fee is fully refundable. Whenever a refund is issued under this policy, the platform fee is returned in full along with any refundable service charge.
Payment-gateway and processing charges levied by third parties are non-refundable, as Krakens does not receive them.
3. When You Are Eligible for a Refund
You are eligible for a full refund — of both the service charge and the platform fee — if:
- You cancel the request before it has been assigned to a Specialist.
- Krakens is unable to assign a Specialist to your request within a reasonable time.
- The Specialist is unable to commence or complete the service for reasons attributable to the Specialist or to Krakens.
Where work has partially been completed, a partial refund may be issued. The refundable amount is assessed case by case, based on the stage the work had reached and any non-recoverable costs (such as government fees already paid on your behalf). Government fees, statutory charges, and third-party disbursements already paid are not refundable.
4. When No Refund Is Payable
No refund of the service charge will be issued for:
- Rejection of an application by any Government Authority.
- Delays caused by Government Authorities.
- Delays caused by you — for example, failure to provide required documents or information, or failure to attend a required appointment.
- Incorrect, incomplete, or misleading information provided by you.
- Changes in laws, regulations, policies, or government procedures after the request was placed.
- Dissatisfaction arising from circumstances beyond Krakens’ reasonable control.
- A service that has been completed as described.
5. Quote-Based and Legal Services
For services priced on a per-case basis (including legal services engaged through a quote), refund terms are governed by the specific engagement terms agreed at the time of that quote. Where those terms are silent, this policy applies.
6. How to Request a Refund
Email support@krakens.in from the address or with the mobile number registered on your account, quoting your request ID and the reason for the refund. Refund requests are reviewed within 2 business days.
Approved refunds are made to the original payment method through our payment provider (Razorpay). Once approved, the amount typically reflects in your account within 5–10 business days, depending on your bank or card issuer. Krakens does not charge a processing fee for issuing a refund.
7. Chargebacks
If you have a concern about a payment, please contact us first so we can resolve it. Raising a chargeback or payment dispute with your bank without first contacting us may delay resolution and may result in suspension of your account pending investigation.
8. Discretion and Disputes
Krakens reserves sole discretion in assessing refund eligibility and the refundable amount, acting reasonably and in good faith. Any dispute arising from this policy is subject to the dispute-resolution and governing-law provisions of the Terms & Conditions.
Last updated: September 2026 · Questions? Contact us