Last Updated: April 13, 2026
Effective Date: January 20, 2025
At TaxQue by ARB FinTech LLP ("TaxQue," "we," "our," or "us"), we strive to provide seamless tax and compliance solutions. We understand that circumstances may change, and this policy outlines our transparent approach to refunds, service modifications, and cancellations.
By utilizing the TaxQue Platform, you agree to the terms stipulated in this policy, which forms an integral part of our master Terms of Service.
1. Our Commitment to Resolution
Before seeking a refund, we encourage Users to utilize our "Resolution First" approach. If you are dissatisfied with a service:
In-Platform Support: Log in and submit a "Service Inquiry" or "Not Satisfied" ticket within your active engagement dashboard.
Email Support: Reach out to [email protected] with your Transaction ID and a detailed description of your concern.
Timeline: We acknowledge all concerns within 2–3 business days and aim for a full technical or professional resolution within 14 business days.
2. Refund Eligibility and Windows
2.1 The 30-Day Window
Refund requests must be initiated within 30 calendar days from the date of payment. Requests made after this period are generally ineligible for a refund.
2.2 Service Fulfillment Status
A service is considered "Fulfilled" or "Consumed," and therefore ineligible for a refund, once:
The User is granted access to proprietary filing tools, dashboards, or drafted documents.
The application or return has been submitted to the relevant government authority (e.g., GSTN, MCA, or Income Tax Department).
2.3 The 20% Administrative Fee
All eligible refund requests are subject to a 20% Cancellation Fee. This deduction covers:
Transaction processing fees.
Administrative costs and professional time allocated to the initial case setup.
Cloud resource allocation (Cloudflare R2/Secure Vault setup).
3. Non-Refundable Components
Certain costs are outside of TaxQue's control and are strictly non-refundable:
Statutory Fees: Any government fees, levies, stamp duties, or filing charges already remitted to authorities.
Taxes: Goods and Services Tax (GST) collected and paid to the government on the service fee.
Completed Milestones: If a multi-stage project (e.g., Company Incorporation) has completed its first milestone, the fee for that portion is non-refundable.
4. Change of Service Policy
If you inadvertently selected the wrong service, you may request a "Service Migration":
Window: Request must be made within 7 calendar days of payment.
Condition: Migration is only possible if the original service has not entered the "Processing" or "Filing" stage.
Adjustment: The original fee (minus taxes/statutory costs) will be credited toward the new service. Any price difference must be settled before the new service commences.
5. Refund Submission and Processing
Step | Action | Timeline |
1. Submission | Submit via Platform dashboard or email [email protected]. | Day 0 |
2. Review | Internal audit of service progress and resource usage. | 5–7 Business Days |
3. Approval | Notification of refund status (Approved/Denied/Partial). | 7–10 Business Days |
4. Disbursement | Funds credited back to the original payment source. | 3–5 Weeks |
6. Limitations and Exclusions
6.1 Factors Outside Our Control
TaxQue is not liable for refunds resulting from:
Government Rejections: Rejection of applications by authorities due to legal non-compliance or policy changes.
Technical Outages: Downtime on government portals (GSTN/MCA) or third-party gateways.
User Negligence: Failure to provide accurate documents or respond to queries in a timely manner.
6.2 Force Majeure
Refunds are not applicable for delays caused by natural disasters, cyberattacks, pandemics, or changes in national tax regulations that render a service impossible to complete temporarily.
7. Dispute Resolution and Jurisdiction
Any disagreements regarding refund amounts or eligibility shall follow this escalation path:
Good-Faith Negotiation: 14-day discussion period with our support lead.
Grievance Redressal: Formal review by our Grievance Officer.
Legal Venue: All disputes are subject to the exclusive jurisdiction of the courts in Patna, Bihar, India.
8. Contact Information
TaxQue by ARB FinTech LLP Grievance Officer: Md Afzal
Email: [email protected]
Registered Address: Surbhi Vihar, Mithapur, Patna, Bihar 800001, India
Compliance Note: This policy is designed to align with the Consumer Protection Act, 2019, and relevant Indian digital service regulations.