Terms & Conditions

Terms & Conditions

Welcome to Nagrik Setu. These Terms & Conditions govern your access to and use of the Nagrik Setu website, client portal and related citizen assistance services. By accessing the website, creating an account, submitting a service request or using any service provided by Nagrik Setu, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

If you do not agree with any part of these Terms, you should not use the website or our services.

1. About Nagrik Setu

Nagrik Setu is an independent private citizen assistance platform intended to help individuals with documentation, procedural and administrative requirements relating to government and non-government matters.

Nagrik Setu is not a government department, ministry, commission, court, public authority or political organisation. The use of the Nagrik Setu website or services does not create any government affiliation, representation, endorsement or partnership.

2. Nature of Services

Depending on the service selected, Nagrik Setu may provide assistance such as:

• Complaint drafting and documentation assistance.
• Complaint follow-up and procedural assistance.
• RTI application drafting assistance.
• RTI-related procedural guidance.
• Government and non-government form filling assistance.
• Documentation and application preparation.
• Assistance in organising supporting documents.
• General information regarding procedures and documentation requirements.

The exact scope of each service may vary depending upon the service selected and the information provided by the customer.

3. No Guarantee of Outcome

Nagrik Setu provides documentation, procedural and administrative assistance only. We do not guarantee the approval, acceptance, resolution, disposal, sanction, response or outcome of any complaint, RTI application, government scheme, certificate, licence, application or other request.

Decisions are made solely by the relevant government department, public authority, institution, organisation or competent authority.

Payment of a service fee to Nagrik Setu does not guarantee a favourable decision or result from any third party or government authority.

4. Accuracy of Information

You agree to provide accurate, complete and up-to-date information when using our services.

You are responsible for reviewing all information, documents and drafts before submission or use. If you provide incorrect, incomplete, misleading or fraudulent information, Nagrik Setu shall not be responsible for consequences arising from such information.

5. Documents Submitted by Users

You may be required to provide documents such as identity documents, applications, notices, photographs, evidence, correspondence, receipts, certificates or other supporting records.

You confirm that you have the lawful right or necessary authority to provide documents and information submitted through the platform.

Users should not upload documents belonging to another person without appropriate authority or consent.

6. User Account

Certain services may require you to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activities carried out through your account.

You must notify us if you suspect unauthorised access to your account. Nagrik Setu may suspend or restrict an account where there is a reasonable suspicion of misuse, fraud, unauthorised activity or violation of these Terms.

7. Service Requests

Submission of a service request does not automatically mean that the request has been accepted or that the requested work can be completed.

We may contact you to obtain additional information, documents or clarification before processing a request.

A request may be declined or discontinued where the requested service is outside our scope, prohibited by law, incomplete, misleading, fraudulent or otherwise unsuitable for processing.

8. Government Departments and Authorities

Nagrik Setu may assist users in preparing or organising information intended for submission to relevant government departments, public authorities or other organisations.

Nagrik Setu does not control the processing time, decision-making process, response, fee structure or internal procedures of any external authority.

Any timeline communicated by Nagrik Setu should be understood as an estimated procedural timeline and not as a guaranteed completion date.

9. RTI Assistance

Nagrik Setu may provide assistance in preparing RTI applications, first appeals and related documentation based on information provided by the user.

Nagrik Setu does not represent itself as a government authority, Public Information Officer, Appellate Authority or statutory body.

The response to an RTI application is determined solely by the relevant Public Information Officer or competent authority.

10. Complaint Assistance

Complaint drafting and follow-up services are intended to assist users in organising and presenting their grievances through appropriate channels.

Nagrik Setu cannot guarantee that a complaint will be accepted, investigated, resolved or decided in favour of the user.

11. Service Fees

Applicable service charges will be communicated before or during the service request process, depending on the nature of the service.

Fees paid to Nagrik Setu are charges for the assistance or service provided by Nagrik Setu and should not be interpreted as government fees, official charges, bribes, facilitation payments or payments to any government officer.

12. Payments

Payments may be processed through available online payment methods or other payment channels communicated by Nagrik Setu.

You agree not to use fraudulent payment methods, unauthorised payment instruments or payment information belonging to another person.

13. Refunds and Cancellation

Refunds, cancellations and adjustments, where applicable, will be handled according to the Nagrik Setu Refund Policy applicable to the relevant service.

Where work has already commenced or a service has been substantially performed, the amount refundable may be limited according to the applicable refund terms.

14. Communication

By submitting your contact details, you authorise Nagrik Setu to contact you regarding your service request, documents, payment, case status, follow-up, feedback and other service-related matters.

Communication may take place through phone, SMS, email, WhatsApp or other available communication channels.

15. Prohibited Activities

You must not use Nagrik Setu for any unlawful, fraudulent, deceptive or abusive purpose.

Prohibited activities include, but are not limited to:

• Submitting false or fabricated information.
• Uploading forged or fraudulent documents.
• Impersonating another person or authority.
• Attempting to obtain unauthorised access to another user's account.
• Using the platform for harassment, threats or abuse.
• Attempting to disrupt or compromise the website or its systems.
• Using the platform for activities prohibited under applicable law.

16. Intellectual Property

Unless otherwise stated, the website design, branding, logos, graphics, text, software, interface elements and other original content of Nagrik Setu are owned by or licensed to Nagrik Setu and are protected by applicable intellectual property laws.

You may not reproduce, copy, modify, distribute, sell, publish or commercially exploit our proprietary content without prior written permission.

17. Third-Party Services and Links

The website may contain links to third-party websites, government portals, payment providers or other external resources.

Nagrik Setu does not control and is not responsible for the availability, accuracy, security, privacy practices or content of third-party websites.

18. Limitation of Liability

To the extent permitted by applicable law, Nagrik Setu shall not be responsible for any loss, delay, rejection, denial, penalty, inconvenience or other consequence resulting from decisions, actions, omissions, delays or procedures of government departments, public authorities, courts, institutions, third-party service providers or other external entities.

Nagrik Setu shall also not be responsible for consequences arising from inaccurate, incomplete or misleading information supplied by a user.

19. Website Availability

We aim to keep the website and services available and functional. However, uninterrupted availability cannot be guaranteed.

Website access may occasionally be interrupted due to maintenance, technical problems, security incidents, internet connectivity, third-party failures or circumstances beyond our reasonable control.

20. Suspension or Termination

Nagrik Setu may suspend, restrict or terminate access to an account or service where there is reasonable evidence of misuse, fraudulent activity, violation of these Terms, unlawful activity or conduct that may harm the platform or other users.

21. Privacy

Your use of Nagrik Setu is also subject to our Privacy Policy, which explains how personal information is collected, used, stored and protected.

By using our services, you acknowledge that you have reviewed our Privacy Policy.

22. Changes to These Terms

Nagrik Setu may update these Terms & Conditions from time to time to reflect changes in services, technology, business practices or applicable legal requirements.

Updated Terms will be published on this page. Your continued use of the website or services after publication of changes constitutes acceptance of the updated Terms, to the extent permitted by applicable law.

23. Governing Law

These Terms shall be governed by and interpreted in accordance with the applicable laws of India, subject to the jurisdiction of the competent courts having authority over the matter.

24. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue to remain in effect to the extent permitted by applicable law.

25. Contact Us

If you have questions regarding these Terms & Conditions, our services or any service request, please contact Nagrik Setu through the contact details provided on our website.