1. Overview
At Big Brother, we strive to provide the best real estate services to our users. This Refund Policy outlines the terms and conditions for refunds and cancellations related to our platform services.
Please read this policy carefully before making any payments or transactions on our platform.
2. Service Categories
Our refund policy varies based on the type of service:
- Platform Services: Property listing fees, premium memberships
- Consultation Services: Investment advice, legal consultation
- Additional Services: Interior design, property verification
- Property Transactions: Token money, booking amounts
3. Platform Services Refund Policy
3.1 Property Listing Fees
- Free Listings: No charges apply, hence no refunds applicable
- Premium Listings: Refundable within 48 hours if listing is not published
- Featured Listings: Non-refundable once the property goes live
- Cancellation: You may cancel premium listings before activation for a full refund
3.2 Premium Memberships
- Trial Period: 7-day trial with full refund if cancelled within the period
- Monthly Plans: Refundable within first 3 days if no services utilized
- Annual Plans: Prorated refund available within first 30 days
- After Grace Period: No refunds for used portions of subscription
3.3 Advertising Packages
- Refundable within 24 hours if campaign not started
- Partial refunds for cancelled campaigns based on unused balance
- No refunds for completed or active campaigns
4. Consultation & Advisory Services
4.1 Investment Advisory
- One-time Consultation: Refundable if cancelled 24 hours before scheduled time
- Ongoing Advisory: Prorated refund for unused months
- No-show: No refund if client doesn't attend scheduled consultation
4.2 Legal Consultation
- Full refund if cancelled 48 hours before appointment
- 50% refund if cancelled within 24-48 hours
- No refund for cancellations within 24 hours
4.3 Site Visit Coordination
- Free service - no refunds applicable
- Rescheduling allowed up to 2 times at no extra cost
5. Additional Services
5.1 Interior Design Services
- Consultation Fee: Non-refundable once consultation is provided
- Design Package: 50% refund if cancelled before design work begins
- Execution Stage: No refunds once execution has started
5.2 Property Verification
- Full refund if verification not initiated within 7 days
- No refund once verification process has started
- Re-verification free of charge if errors in initial report
5.3 Documentation Assistance
- Refundable within 48 hours if service not initiated
- Partial refund based on work completed
6. Property Transaction Refunds
6.1 Token Money
Important: Big Brother acts only as a facilitator. Token money and booking amounts are governed by agreements between buyer and seller/builder.
- Refund terms are determined by the builder/seller's policies
- We recommend reviewing builder agreements carefully
- We can assist in facilitating refund requests but cannot guarantee outcomes
6.2 Booking Amounts
- Subject to builder's cancellation policy
- Typically ranges from non-refundable to 30-day cooling period
- Platform service fees are non-refundable
7. Refund Process
7.1 How to Request a Refund
- Send an email to [email protected]
- Include your transaction ID and reason for refund
- Attach relevant documents (if applicable)
- Our team will review within 3-5 business days
7.2 Refund Timeline
- Approval: Refund requests reviewed within 3-5 business days
- Processing: Approved refunds processed within 7-10 business days
- Credit to Account: 5-7 business days after processing (depends on bank)
- Total Timeline: Approximately 15-20 business days
7.3 Refund Method
Refunds will be credited to:
- Original payment method (credit/debit card, UPI, net banking)
- Bank account (if original method is unavailable)
- Platform wallet (for future transactions, if requested)
8. Cancellation Policy
8.1 User-Initiated Cancellation
- Users can cancel services through their account dashboard
- Written cancellation request via email also accepted
- Cancellation confirmation will be sent via email
8.2 Platform-Initiated Cancellation
We may cancel services if:
- Payment fails or is fraudulent
- User violates Terms of Service
- Service cannot be fulfilled due to unforeseen circumstances
In such cases, full or partial refund will be provided as applicable.
9. Non-Refundable Items
The following are strictly non-refundable:
- Completed consultation sessions
- Delivered reports and documents
- Activated advertising campaigns
- Used portions of subscription plans
- Third-party service fees (government charges, legal fees)
- Payment gateway charges and taxes
10. Special Circumstances
10.1 Force Majeure
In case of natural disasters, pandemics, or other force majeure events preventing service delivery, we will:
- Offer rescheduling at no additional cost
- Provide full refund if service cannot be rescheduled
- Extend subscription periods as compensation
10.2 Service Quality Issues
- If service quality doesn't meet standards, we may offer partial refunds
- Complaints must be raised within 7 days of service delivery
- Resolution will be determined case-by-case
11. Dispute Resolution
If you disagree with a refund decision:
- Submit a written appeal to [email protected]
- Provide detailed explanation and supporting documents
- Our senior management will review within 10 business days
- Final decision will be communicated via email
12. Policy Modifications
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of our services after modifications constitutes acceptance of the updated policy.
13. Contact Information
For refund requests or questions about this policy:
- Email: [email protected]
- Phone: +91-9479927xxx
- Address: SCO 123, Sector 8C, Madhya Marg, Chandigarh, Punjab - 160009
- Business Hours: Monday - Saturday, 9:00 AM - 7:00 PM