We understand that payment issues can be stressful, especially when someone is trying to help another person. Ummiid aims to provide a clear channel for reporting transaction problems, raising concerns and seeking assistance.
Refunds and payment corrections are handled according to transaction records, applicable platform terms, payment-provider procedures and applicable law.
1. Official Contact Details
Ummiid Support and Grievances
Email: [email protected]
Platform Operator
Decentra Innovation Lab Private Limited
- CIN: U62013DL2023PTC414076
- GSTIN: 07AAKCD0202E1ZB
- Registered Office: 55 Gali No. 2, Near Saket, Said-ul-Ajaib, New Delhi 110017, India
- General Company Email: [email protected]
2. Payment Debited but Donation Not Confirmed
If money appears to have been debited but Ummiid does not show a successful donation, contact [email protected] with your transaction reference.
Ummiid should check the available transaction records and reconcile the status with the relevant payment service before confirming the outcome.
Do not make another payment until the first transaction’s status has been reasonably checked.
If the transaction remains pending, its final outcome may depend on payment-provider or bank processing.
3. Duplicate Payments
If you believe that the same donation was charged more than once, provide the relevant transaction references, dates and amounts.
Ummiid will assess whether the transactions represent separate successful donations, duplicate processing or another payment issue.
Any eligible correction or refund should be handled through the applicable process with a traceable transaction record.
4. Refund Policy
Donations made to support a campaign are ordinarily final and are not refundable merely because a donor changes their mind, a campaign does not reach its target or a donor later disagrees with campaign progress.
This policy does not remove any refund, reversal, chargeback, consumer-protection or other remedy required by applicable law or relevant payment-provider rules.
Requests may be reviewed in circumstances such as:
- A confirmed duplicate charge.
- A payment that failed but was debited.
- A transaction reported as unauthorised, subject to investigation.
- A material payment-processing error.
- Another circumstance where a refund or reversal is required by applicable law or the relevant transaction rules.
These are examples for assessment, not a guarantee that every request will be approved.
Where funds have already been transferred to a beneficiary, a refund may require additional review and coordination. Applicable legal rights remain unaffected.
5. Withdrawal/Payout Processing Fee and Net Payout
The current platform policy provides for a withdrawal/payout processing fee of 5% plus applicable GST at 18% on the fee, calculated on the relevant eligible withdrawal/payout amount.
No additional Ummiid platform fee is specified under this policy.
Illustrative calculation
- Eligible payout amount: ₹10,000
- Payment Processing Fee at 5%: ₹500
- GST at 18% on the fee: ₹90
- Total deduction: ₹590
- Net payout: ₹9,410
This example assumes the fee is calculated on the full eligible payout amount and that the stated GST treatment applies. The actual amount shown to the user must reflect the transaction calculation and applicable tax treatment.
This 5% fee and GST on that fee apply to the withdrawal/payout processing stage. They are separate from the 10% Gift Card purchase processing fee shown in the Affiliate Distribution projection. The projection treats the purchase fee as tax-inclusive; its tax and accounting treatment requires professional confirmation.
6. Payout Processing Time
Payout requests are intended to be processed within 24 hours after a complete request has been submitted, the required checks have been completed and the request has been approved.
This is a processing target, not a guarantee of bank credit within 24 hours.
Verification, incomplete documentation, bank settlement, payment-provider procedures, disputes, reversals and legal restrictions may affect timing.
If your payout is delayed, contact [email protected] with the campaign URL and payout reference.
7. Campaign Cancellation or Changed Circumstances
If a campaign is paused, cancelled, rejected or materially changed, the treatment of donations depends on the campaign terms, payment settlement status, available funds and applicable law.
Material changes should be communicated where appropriate, and relevant decisions and financial adjustments should be documented.
Refunds must not be promised automatically unless the applicable process and circumstances support them.
8. How to Submit a Complaint
Email [email protected] with a concise description of your issue.
Where relevant, include:
- Your registered email or user ID.
- The campaign URL.
- Transaction or payout reference.
- Transaction date and amount.
- A clear description of the problem.
- Supporting evidence with unnecessary sensitive information removed.
Never send passwords, OTPs, UPI PINs, CVVs or other payment-authentication secrets.
If you suspect an unauthorised payment, contact your bank or payment provider promptly as well.
9. Complaint Review and Escalation
Ummiid should record complaints, review relevant information, coordinate with service providers where necessary and communicate the outcome through an appropriate channel.
The time required to resolve a complaint may depend on its nature, available evidence, payment-provider or bank procedures and applicable law.
Where a statutory response or resolution period applies, the platform must comply with it. Any legally required grievance-officer details must be published once the relevant appointment and particulars have been confirmed.
10. Fraud and Security Reports
Report suspected impersonation, fraudulent fundraising, suspicious payment requests or unauthorised account access through the official support channel.
If your bank account or payment credentials may be compromised, contact your bank or payment provider immediately.
Do not publish private documents, financial details or accusations against another person on public pages.
11. Our Commitment
We aim to treat donors, organisers and beneficiaries with respect, communicate clearly and handle payment concerns through a fair and traceable process.
This commitment depends on maintaining appropriate support, transaction-reconciliation and complaint-handling procedures.
Need Help?
For Ummiid support and grievances, contact:
For general company matters, contact: