How to request
Send one email
Within 14 days of the charge, write to support@textportdocx.in with subject Refund request.
- · Razorpay payment ID (starts with pay_)
- · Email you signed in with
- · What went wrong (attach the source file if possible)
Legal · Consumer Protection Act, 2019
Refund
& cancellation policy
If your bank debits a payment but your access pass fails to activate, or you are charged twice, we refund the affected payment in full to its original source. Activated passes and converted or downloaded documents are non-refundable.
Last updated: July 2026 · Contact: support@textportdocx.in
Basic customer protections
✓- Payment debited by your bank, but the access pass failed to activate — 100% refund to the original payment source (UPI, card, or netbanking).
- Accidental duplicate transaction — we immediately initiate a 100% refund of the duplicate charge to the original payment source.
- Refunds are returned via Razorpay and the original payment rails; bank processing normally takes 5–7 business days.
Not refundable
✕- Digital access passes are activated instantly.
- Activated access passes and converted or downloaded documents.
- Missing fonts, images, or packages in the source ZIP.
- Change of mind after a successful pass activation.
- Personal-tier accounts converting papers for commercial or journal publication are subject to immediate termination without refund. Accounts suspended for violating Section 8 of the Terms.
Turnaround
From request to bank credit
Step 01
Acknowledgement
≤ 2 business days
Step 02
Investigation & decision
Promptly after verification
Step 03
Refund initiated to source
Immediately after approval
Step 04
Bank / UPI credit
5–7 business days via Razorpay / bank
Business days are Mon – Fri, excluding Indian public holidays.
Cancellation
One-time purchases only
Access passes are one-time purchases and expire automatically at the end of the selected term. There are no recurring subscriptions or auto-debits to cancel.
Chargebacks
Please contact us first
Most disputes are resolved faster by email than by a bank chargeback. Filing a chargeback without prior contact auto-suspends the account pending investigation. Unauthorised chargebacks on a validly activated pass may lead to a permanent ban under Section 9 of the Terms.
What counts as a bug
Reproducible on our side
A failure in our conversion engine, corrupted output caused by a defect on our side. Unsupported LaTeX classes, missing fonts, and password-protected files are not engine bugs.
Statutory basis
Grounded in Indian law
Issued under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Payments are processed by Razorpay Software Private Limited, an RBI-regulated Payment Aggregator; RBI's Master Direction on Payment Aggregators governs settlement and refund timelines on the gateway side. Where a bank debits a failed order or an accidental duplicate transaction occurs, the eligible payment is refunded in full to its original source. Activated digital passes and converted or downloaded documents are non-refundable.
Grievance escalation
If you're not satisfied
- 01 · Reply to our decision email, or write to the Grievance Officer at support@textportdocx.in (subject GRIEVANCE). Response within 15 days per IT Rules, 2021.
- 02 · Escalate to the National Consumer Helpline on 1915 or consumerhelpline.gov.in.
- 03 · File with the District / State Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.