We would rather tell you plainly what to expect than bury it in fine print. This policy explains when a Gold membership fee is refundable, when it is not, and exactly how to reach us if something has gone wrong with a payment.
It applies to every payment made to URBANaire Matrimony through www.urbanairematrimony.com, and forms part of our Terms of Use.
This policy covers the one payment we ask for: the Gold membership fee. It applies whether you paid online through our payment gateway or by direct bank transfer.
The Gold membership is a one-time fee of ₹999 that stays active for 365 days from the date it is activated on your account.
It unlocks, immediately on activation:
You are paying for access to our verified member network, not for a guaranteed outcome. Please read section 12 of our Terms of Use, which explains what we do and do not promise, before you buy.
Because that access is delivered in full the moment your membership activates, and because a member who has viewed contact details cannot un-view them, membership fees are non-refundable and non-transferable, whether or not you go on to use the features available to you.
That is our general position, and it is the same one you will find on most matrimonial and digital-access services. It is not, however, an absolute rule. Where a payment has genuinely gone wrong, we refund it. Sections 04 and 06 set out exactly when.
Not sure yet? Register free, build your profile and get it verified before you pay. That costs nothing and lets you see the quality of our community before you commit to the membership.
We will review and, where the facts support it, refund your payment in full in each of the following situations:
Raise these with us within 7 days of the transaction, quoting your payment reference, so that we can trace it while gateway records are still current.
So that there is no confusion later, a refund is not available in these situations:
If you have found your partner, please tell us before you go. We would rather celebrate with you and take your profile down properly than have you simply disappear.
Most payment worries turn out to be timing rather than a lost payment. Here is what actually happens behind the scenes.
A failed or cancelled payment is not captured, so no money reaches us. If your bank shows a debit anyway, it is almost always a temporary hold that your bank reverses on its own, usually within 5 to 7 working days. If it has not reversed after that, write to us with your payment reference and we will take it up with the gateway.
Our system receives a confirmation directly from the payment gateway, separately from your browser. If your browser closed or your connection dropped after you paid, your membership is normally activated automatically within a few minutes. Please refresh your account dashboard first before raising a refund request.
Our system will not activate two memberships for the same payment, so a duplicate charge is a straightforward refund. Send us both payment references and we will return the extra amount in full.
If money was deducted but your membership is still not active, do not pay a second time. Contact us with your Payment ID and let us trace the first payment. Paying again only creates a duplicate that then has to be refunded.
If you pay by direct bank transfer instead of using the online gateway, the process is manual, so a little more care is needed at your end.
Pay only into the account shown on your checkout page. We will never ask you to transfer money to an individual’s personal account, and no member of our team will ever ask you for your password or your payment OTP. We cannot refund money sent to an account that is not ours.
There is no form to fill in and no queue to join. Write to us and a person will read it.
Log in and refresh your account dashboard. If the membership activated late, the issue resolves itself and there is nothing further to do.
Have your Payment ID or Order ID ready, or your bank transaction reference and the date and amount if you paid by transfer.
Write to info@urbanairematrimony.com with the subject line Refund Request, your payment details and a short description of what went wrong. Emailing from the address on your account helps us verify it is really you.
We acknowledge every request within 48 hours, check it against our payment records and the gateway, and tell you our decision with the reason for it.
The amount is returned to the account it came from, on the timeline in section 09.
If you would rather speak to someone, message us on WhatsApp at +91 75592 13573 and we will still ask you to email the payment details so there is a written record for both sides.
Approved refunds always go back to the original payment method. We cannot redirect a refund to a different card, account or person, because that is how payment rules protect you against fraud.
| Stage | Expected time |
|---|---|
| We acknowledge your request | Within 48 hours of receiving your email. |
| We investigate and decide | Within 7 working days, and we tell you the outcome either way. |
| We initiate an approved refund | Within 2 working days of approving it. |
| Money reaches your account | Usually 7 to 10 working days from initiation, depending on your bank or card issuer. |
| Failed payment auto-reversal | 5 to 7 working days, handled directly by your bank without our involvement. |
The final leg is in your bank’s hands, not ours. Once we initiate a refund we will give you the reference for it, so you can follow it up with your bank if it takes longer than expected.
Refunds are made in Indian Rupees for the amount actually received. Where a bank, card issuer or currency conversion has applied its own charges, we refund what reached us and cannot reimburse those third-party fees.
This is worth saying clearly, because so many services work the other way.
If you ever see a recurring charge from us, it is an error. Tell us immediately and we will stop it and refund it.
Your membership runs for 365 days from activation and then simply ends. Nothing is charged at that point.
If we suspend or remove your account because you breached our Terms of Use, no refund of the membership fee is payable. That includes profiles found to carry false information, accounts used to harass other members, and any attempt at financial fraud.
If you choose to delete or deactivate your own account during an active membership period, the remaining days are forfeited and no refund is due.
If we deactivate your account for a reason that is not your fault, such as our own error or our decision to withdraw a service, we will refund the unused portion of your membership on a pro-rata basis.
If you believe a charge is wrong, please come to us first. We can almost always resolve it faster than your bank can, and it costs neither of us anything.
None of this affects your legal rights. If we get it wrong, you remain free to escalate to your bank, to the appropriate consumer forum, or to any other remedy the law gives you.
We may update this policy to reflect changes in our services, our payment providers or the law. The revised version takes effect when it is published on this page, and the “Last Updated” date above records when that happened.
The policy that applies to your payment is the one in force on the day you paid. A later change will never be applied retrospectively to reduce a refund right you already held.
For any refund request, payment question or complaint about how a refund has been handled, write to us from your registered email address with your payment reference and a clear description of the issue.
We acknowledge every complaint within 48 hours and aim to resolve it within 15 days of receipt.
We are here 7 days a week, and most payment queries are settled the same day.
Tell us what happened and we will trace it for you. Most payment queries are settled the same day.
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