Refund and Cancellation Policy

Last updated 29 July 2026.

This policy applies to any service on the Gauhati University Services Portal (services.gauhati.ac.in) for which payment is collected — for example, Document Request, Vehicle Pass, and any other paid service provided through this portal. Services that do not charge a fee (such as Email Services, as of this writing) are not covered by this policy. This policy governs payment for every paid service on this portal, whether offered today or added later.

The fee for a paid service is for processing and delivering the outcome of your request — such as verification of the information and documents you submit and preparation or generation of what you requested.

Cancellation before payment

You may leave or abandon a request or application at any point before payment without charge. An unpaid request does not enter the processing queue.

Cancellation after payment, before processing begins

You may request cancellation and a refund of your payment at any time after payment but before University staff begin processing your request. Once processing of your request has started, cancellation is not possible; the refund-eligible situations below are the only grounds on which the fee may still be refunded.

Refund-eligible situations

A refund will be processed in the following situations, whichever paid service the payment relates to:

• Duplicate or multiple payment for the same request, caused by a technical or gateway error.
• Payment debited from your account but the request was not created or confirmed on our system (“payment failure”).
• Your request is rejected by University staff for a reason attributable to the University or a processing error on our part, and not to any deficiency, inaccuracy or forgery in the information or documents you submitted.

No refund

The fee is non-refundable once the outcome of your request has been generated or completed, and non-refundable where your request is rejected because of incomplete, inaccurate, or unverifiable information or documents you submitted, or because you did not respond to a request for correction within 15 days.

How to request a refund

Write to [email protected] with your request reference and payment transaction ID. Eligible refunds are credited back to the original payment method only — the University does not issue cash refunds or refunds to a different account — and are typically processed within 30 working days of approval, after which the amount should reflect per your bank’s or payment provider’s own timelines.

Cancellation of an already-issued outcome

An outcome that has already been generated or completed, and, where applicable, verified, cannot be “cancelled”. If you believe it was issued in error, contact [email protected] — this is handled as a correction/revocation matter under that service’s own workflow, not as a refund.

Queries and escalation

For any dispute about a payment that is not resolved to your satisfaction, you may also raise the matter through the payment gateway provider’s own grievance channel for the transaction, or through the Reserve Bank of India’s Ombudsman Scheme for Digital Transactions where applicable.