Refund & Cancellation Policy — RealEstateFlow

Version: v1.0 — drafted 2026-06-11
Last reviewed by counsel: [Pending counsel review]
Effective date: [Effective on publication]

1. Introduction

This Refund & Cancellation Policy ("Policy") applies to subscriptions for the RealEstateFlow platform operated by Cloudberry IT Solutions (GSTIN: [GSTIN — to be provided], CIN: [CIN — to be provided]), with registered office at [Registered office address, Mumbai — to be provided], Mumbai, Maharashtra, India.

This Policy should be read together with our Terms of Service and Privacy Policy. Payments are processed by Razorpay, an RBI-authorised payment aggregator. Refunds are returned to the original payment method via Razorpay.

2. Plans Covered

All prices are subject to 18% GST (HSN 998314).

Annual plans (20% discount on Solo, Team, Team+) are subject to pro-rata refund rules in Section 6.

3. Free Trial (Solo, Team, Team+)

3.1 Trial terms

• Duration: 14 days from Account creation
• Credit card: Not required to start
• Applies to: Solo, Team, and Team+ only
• Does not apply to: AI Employee add-on

3.2 During trial

You have full access to plan features. No charge is made during the trial unless you voluntarily upgrade before trial expiry.

3.3 After trial

If you do not subscribe to a paid plan before trial expiry:

• Your Account may enter read-only or restricted mode
• Your data is retained for 30 days for export
• No charge is made

4. Paid Subscription Refund Window

4.1 30-day money-back guarantee

For first-time paying subscribers on Solo, Team, or Team+:

• You may request a full refund within 30 calendar days of your first paid charge (not trial start date)
• Refund covers subscription fees only (excluding GST already remitted to government — GST component refunded where legally permissible)
• One refund per customer entity (agency/GSTIN/email/phone)

4.2 Anti-abuse conditions

A refund request will be denied if any of the following apply:

1. You exported more than 100 CRM records during the trial or refund window
2. You sent more than 50 outbound WhatsApp messages through the Service during the trial or refund window
3. You have previously received a refund from RealEstateFlow
4. You signed up multiple times to abuse the refund policy (same agency, GSTIN, or principal contact)
5. Your Account was terminated for Terms of Service violation
6. The request is for AI Employee (always non-refundable — see Section 5)

We log usage metrics to enforce these conditions fairly. You may appeal a denial by contacting info@realestateflow.in with your Account details.

5. AI Employee — No Trial, No Refund

The AI Employee add-on (₹7,999/month + 18% GST) is subject to special terms:

• No free trial. Billing starts on Day 1 of activation.
• No refund. Each AI Employee requires manual concierge configuration by our support team (24-hour SLA). This configuration cost is sunk at purchase.
• Exception: If your AI Employee is not live within 30 days of purchase due to our failure (not yours — e.g., you provided required WhatsApp access), we will refund on a pro-rata basis for the non-delivered period.

AI Employee requires an active Solo, Team, or Team+ Subscription. Cancelling your base plan does not entitle you to an AI Employee refund.

6. Annual Plan Refunds

Annual subscriptions receive a 20% discount off monthly pricing.

Annual billing is not available for AI Employee.

7. How to Cancel

7.1 Self-service cancellation

1. Log in to https://app.realestateflow.in
2. Go to Settings → Billing → Cancel Subscription
3. Confirm cancellation
4. You will receive an automatic acknowledgement email within 60 seconds

7.2 Effect of cancellation

• Monthly plans: Access continues until the end of the current billing period. No further charges.
• Annual plans: Access continues until the annual period ends (unless refund window applies).
• AI Employee: Cancels at end of current billing period; no partial refund.

7.3 Data after cancellation

• Export your data via Settings → Data Export within 30 days
• After 30 days, data is deleted per our Privacy Policy

8. How to Request a Refund

8.1 Steps

1. Cancel your Subscription (Section 7) if not already cancelled
2. Email info@realestateflow.in with subject: "Refund Request — [Your Agency Name]"
3. Include: registered email, phone number, plan name, payment date, Razorpay payment ID (from invoice)
4. Brief reason for refund (optional but helpful)

8.2 Processing timeline

Refunds are processed through Razorpay to the original payment method. We cannot refund to a different account for fraud-prevention reasons.

8.3 GST on refunds

Where GST was collected, the refund amount includes the GST component. We issue a credit note for GST compliance. Your CA may require this credit note for input tax credit adjustment.

9. Non-Refundable Items

The following are never refundable:

• AI Employee add-on (except pro-rata exception in Section 5)
• Payment gateway charges retained by Razorpay (if any)
• Third-party messaging costs (WhatsApp Business API usage beyond plan inclusion)
• Custom professional services (if contracted separately)
• Partial-month usage after the 30-day refund window

There are currently no setup fees.

10. Failed Payments and Chargebacks

10.1 Failed payment

If a recurring payment fails:

• We retry up to 3 times over 7 days
• You receive email notification after each failure
• After final failure, your Account may be suspended until payment is updated

10.2 Chargebacks

Filing a chargeback without contacting us first may result in immediate Account suspension. Contact info@realestateflow.in before initiating a chargeback — we resolve most issues within 5 business days.

11. Seat Changes (Team+)

Adding seats mid-cycle on Team+:

• ₹500/month per additional member, prorated for remaining days in the billing cycle
• Seat additions are non-refundable for the current cycle
• Removing seats takes effect at the next renewal

12. Consumer Protection

This Policy is designed to comply with:

• Consumer Protection Act, 2019
• E-commerce Rules, 2020
• RBI guidelines applicable to payment aggregators (via Razorpay)

If you believe your consumer rights have been violated, you may file a complaint with the relevant Consumer Disputes Redressal Commission or contact our Grievance Officer.

13. Grievance Officer

Online form: https://realestateflow.in/grievance

14. Governing Law

This Policy is governed by the laws of India. Disputes are subject to the exclusive jurisdiction of courts at Mumbai, Maharashtra.

15. Changes to This Policy

We may update this Policy with at least 14 days' notice for material changes. Continued use after the effective date constitutes acceptance.

16. Contact

Cloudberry IT Solutions
[Registered office address, Mumbai — to be provided]
Mumbai, Maharashtra, India
GSTIN: [GSTIN — to be provided]
Email: info@realestateflow.in
Billing support: info@realestateflow.in

This Refund Policy was drafted for RealEstateFlow and requires review by qualified Indian legal counsel before publication.