Refund & cancellation policy

This policy explains what is and is not refundable when you deal with SI Online Technomart Private Limited, trading as SiOnline. It covers registration and renewal fees we charge, wallet balances, failed transactions, and refunds that pass through us from a third party such as Indian Railways, UTIITSL or a bank.

It does not override the rules of those organisations. Where a refund is decided by the railway or by a bank, our role is to route your request correctly and tell you what has happened — not to guarantee an outcome we cannot control.

Agent registration fees are not refundable. This applies to IRCTC agent registration at ₹3,000 incl. GST, to premium registration at ₹4,000, and to registration for any other service we onboard you to.

The same applies to annual renewals — ₹2,360 for an agent ID and ₹1,180 for OTP login — once the renewal has been processed for the period concerned.

Because the fee is non-refundable, we run an eligibility check on your PAN, mobile number and email before taking any payment. The fee can be paid in two instalments: the first is due after the eligibility check passes, and the second when document verification completes. Your agent ID is created only after 100% payment. If the eligibility check finds a problem, we tell you then, and nothing has changed hands.

If you pay and then decide not to proceed, or if an application is rejected for a reason that emerges after submission — a document that turns out to be invalid, information that was not accurate — the fee is not returned. We will tell you plainly what went wrong and what your options are.

Your wallet balance is your money, not a fee. It funds the transactions you carry out at your counter. A minimum balance of ₹199 is held on the account so transactions can settle instantly.

Wallet balance is not a subscription or a deposit against services, and we do not charge you to hold it or to top it up. Automatic balance update runs around the clock, and where a deposit needs matching by hand you can raise a payment deposit request.

If you need to discuss a wallet balance rather than spend it — because you are closing your counter, for instance — call us on +91 91091 35959. That is a conversation about your specific account, not a form, and we would rather have it properly than publish a blanket rule that fits nobody.

A failed transaction is not a refund in the ordinary sense, because nothing was ever delivered. The authorisation reverses.

Failed transactions are reconciled and refunded to your wallet without you needing to raise a ticket. If one has not reversed and your records show the amount gone, contact us with the transaction reference — that reference is the only thing that uniquely identifies your transaction, and a request without one takes far longer to resolve.

Do not retry a transaction to fix a failure before confirming the first attempt actually failed. A duplicate creates a second reconciliation instead of solving the first.

Refunds on railway tickets are governed by Indian Railways and IRCTC rules, not by us. Three situations get confused with one another, and telling them apart matters:

• A failed booking. No PNR was generated, so nothing was sold. The amount reverses on its own — do not file anything.
• A cancellation. Where normal cancellation is available, railway charges apply by class and timing and the balance is refunded.
• A TDR claim. Where normal cancellation is not available — a train cancelled by the railway, a coach not attached, a berth not provided. A TDR is a claim that is assessed, not a guaranteed refund.

We can help you file correctly and tell you what a decision means. We cannot overturn a railway assessment, and neither can any other agent or provider. The full process is in how to submit an IRCTC refund request.

Some costs are set and collected by organisations other than us, and refunds on them follow their rules:

• PAN applications — deducted from your wallet when an application is submitted, under UTIITSL's terms.
• Bank and issuer charges — for AEPS, money transfer, FASTag and banking services, set by the bank or issuer you are onboarded under.
• Digital signature certificates — issued by a certifying authority with its own validity and terms.
• Government fees — statutory charges are not ours to waive or return.

Where a third party owes you money, we will route the request and chase it. Where a third party has correctly charged you, we will say so rather than encourage a claim that will not succeed.

Call or WhatsApp +91 91091 35959, or use customer care. Support runs 24 hours, 7 days.

Have these ready, because they are what turn a long investigation into a short lookup:

• Your agent ID
• The transaction reference, UTR or PNR — whichever applies
• The exact amount, to the rupee
• The date and approximate time
• What you expected to happen, and what happened instead

Never send a password or an OTP. We will never ask for either, on any channel, for any reason — including a refund request.

We will acknowledge your request and tell you the position, including when the outcome rests with IRCTC, UTIITSL or a bank rather than with us. Where a third party decides the timeline, we will not invent one on their behalf.

Raise it as a grievance. Our grievance page sets out who to write to, what to include, and the timelines we work to.

Where the decision belongs to a bank or issuer, their own grievance channel is the next step, and the Reserve Bank of India's ombudsman scheme sits beyond that. For railway matters, IRCTC's own grievance channels apply. We will tell you which route is yours rather than leave you to guess.

We may update this policy as services and partner terms change. The date at the top of this page is the date of the current version, and it is the version that applies to a request raised after that date.

If something on this page turns out to be wrong or out of date, tell us and we will correct it.

For anything on this page, start here. Have your agent ID and the transaction reference ready.