झारखंड सरकार

• 1. JeGRAS does not entertain any chargeback (Chargeback Policy). In case of genuine refunds, the refund will be entertained as outlined in the ‘Refund Policy for Successful Transaction through JeGRAS Portal’.
• 2. No chargeback claim shall be entertained for payment made on JeGRAS portal by any payment gateway/card issuer/bank, once the transaction is successfully credited into the Jharkhand Government’s bank account (Aggregator bank) of the respective department of Government of Jharkhand (GoJ). A genuine refund shall be processed by the respective department (DDO) for whom payment was made online.
• 3. JeGRAS users need to agree to the terms and conditions (published on the JeGRAS portal) before making any payment. These terms and conditions would apply to all refund claims.

• 4.1 Chargeback claims simply mean a transaction disputed by the credit/debit cardholder. There are many reasons for chargebacks, the most common being: ‘service (for which online payment has already been made) not rendered’; ‘fraud’ or; ‘errors (in transaction processing)’. In other words, a chargeback occurs when a cardholder decides to formally dispute a charge on his/her card bill, usually because someone else fraudulently used that card or he/she has not received the service for the payment already made by him through the card.
• 4.2 Various Card associations such as VISA & MASTERCARD have formulated detailed guidelines for the purpose of chargeback. Globally accepted reasons for carrying out chargebacks are also enumerated in several documents.

• 5.1 JeGRAS provides a common interface for all the departments for the collection of tax and non-tax payments and provides a link between payer and department for payment, accounting and reconciliation. In other words, JeGRAS provides first-level User Interface and payment gateway functionalities to the user and accounting functionality to the respective department. It also provides MIS support to the department. However, designated officials/DDO in the department concerned is to provide purpose-linked services through department portal and will be the officials who will entertain any request of a refund.
• 5.2 Generation of successful e-Challan doesn’t guarantee the delivery of service by the office or departments for which successful payment has been made by the JeGRAS user/Payer unless the payer satisfies the rules and regulations for which the service has been requested for.
• 5.3 The JeGRAS user/Payer must acquaint himself/herself with the rules and regulation for obtaining government service from the respective department.
• 5.4 JeGRAS portal shall not be responsible for any refunds in case e-Challan has been generated with SUCCESS status.

User will write to Concerned DDO in the Department for claiming a refund. DDO in return will acknowledge the receipt of such request to user. DDO shall carry out the due diligence for necessary evidence/proof from the user and will check the merit of the claim (authenticity of e-Challan and whether the service has been provided to the payer or not). Then a decision on refund claim will be taken.

If Refund claim is accepted by concerned DDO in the concerned department, a refund as per Jharkhand Government Financial Rules, through generation of allotment will be initiated. Concerned DDO will generate a bill and the respective treasury (not the Cyber Treasury) will make the payment to the user. Refund would be the sole discretion of the respective service department (DDO) and JeGRAS shall not be held responsible for any refund claims.

• a. If Services sought by the User in lieu of payment done, have already been provided to the user.
• b. User no longer wants to avail services where payment has already been credited to Government account.
• c. Failed/Aborted/Refunded transactions where Receipt has not been generated and the government account has not been credited.

8. Agreement between user and JeGRAS Portal is driven by the Terms and Conditions of JeGRAS and by accepting/ agreeing to these Terms and Conditions, the User expressly agrees that his/ her use of the aforesaid online payment Service is entirely at own risk and responsibility of the User. Any Legal issues coming out of Refund claims shall be suitably addressed in accordance with JeGRAS Terms and Conditions.