This policy applies to payments made to Rajesh Kumar Gaba (trading as "KnowSeat") through the KnowSeat app. KnowSeat sells digital services only. There are no physical products, so returns, replacements and exchanges do not apply. Refunds are made as described below.
In short: if your seat swap does not happen, you get a full refund to your original payment method. Once a handover is verified with your one-time code, the service is complete and the fee is non-refundable.
1. Seat Swap convenience fee
| Situation | Refund | How it happens |
|---|---|---|
| The seat was claimed by someone else while you were paying | FULL REFUND | Automatic, immediately |
| The seated commuter cancels the offer after you claimed it | FULL REFUND | Automatic, immediately |
| The handover is not verified within 15 minutes of claiming | FULL REFUND | Initiated automatically within 30 minutes |
| You report that the seat was not available or not as described | FULL REFUND | Automatic when you report it in the app |
| You cancel before the handover is verified | FULL REFUND | Contact support (see section 5) |
| Payment failed but money was debited, or you were charged twice | FULL REFUND | Automatic reversal by the gateway, or contact support |
| The handover was verified with your one-time code | NO REFUND | Service delivered |
2. Reward points
Reward points are never paid out as cash. Added points expire 1 year after you add them. If you redeemed points and the swap does not happen, those points go back to your KnowSeat Rewards balance.
3. NCMC recharge and metro tickets (coming soon)
- NCMC recharge: once a recharge has been loaded to your card it cannot be cancelled. If your payment succeeds but the recharge cannot be completed, the full amount is refunded to your original payment method.
- Metro QR tickets: cancellation and refunds follow the fare rules of the ticket-issuing metro operator, which are shown in the app before purchase. Tickets that are used or expired cannot be refunded.
4. Cancellation window and policy period
- Cancellations are accepted any time before the handover is verified with your one-time code.
- Refund requests for any payment can be raised within 7 days of the transaction date. After 7 days, refunds are at our discretion, except where you are entitled to one by law.
5. How to cancel or request a refund
You can reach us through any of these channels:
- In the app: Profile → Support, or use Report issue on the handover screen.
- Email: support@knowseat.com with your
registered mobile number and order ID (it starts with
KS_). - Phone: +91 98186 64118
We acknowledge refund requests within 48 hours and decide on them within 3 working days.
6. Mode and timeline of refund
Approved refunds are always made to the original payment method through Paytm Payment Gateway. We do not refund in cash or to a different account. Refunds are initiated within 24 hours of approval (automatic refunds are initiated immediately). After initiation, the money usually reaches you in:
| Payment method | Time to reflect |
|---|---|
| UPI | 1–3 working days |
| Net banking | 3–5 working days |
| Debit / credit card | 5–7 working days |
Timelines depend on your bank. If you have not received a refund within 7 working days of initiation, please contact us with your order ID.
7. Escalation
If you are not satisfied with how your request was handled, please write to our Grievance Officer, Rajesh Kumar Gaba, at info@knowseat.com. Grievances are acknowledged within 48 hours and resolved within 30 days.
8. Changes to this policy
We may update this policy from time to time. Changes apply to payments made after the updated policy is published on this page.
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