Refund Policy
When digital purchases on EstateLoop may be refunded, and how to request help.
Last updated: August 28, 2026
1. Scope
This Policy covers paid EstateLoop platform products purchased in the mobile app, including:
- Swipe Day Passes
- Buyer Pro and other buyer plans
- Owner, agent, and builder plans
- Property boosts and builder project boosts (wallet ₹/day after free credits, where applicable)
- Wallet top-ups used for eligible in-app purchases
- Boost credits granted through eligible plans or by EstateLoop (not sold as standalone packs)
This Policy works together with our Terms of Service. It does not cover property purchase, rent, deposits, or brokerage paid directly between users — those are outside EstateLoop's payment system.
Live prices and plan durations are shown only in the EstateLoop app at checkout. The website may describe benefits but does not control purchase amounts.
2. General Approach
Digital platform purchases are generally non-refundable once activated or consumed. However, EstateLoop does not apply a blanket "no refunds under any circumstances" rule. We assess requests based on the product type, usage, and applicable mandatory consumer protection law in India.
Mandatory consumer rights prevail over anything inconsistent in this Policy.
3. Duplicate & Failed Payments
- Duplicate charge — if you were debited twice for the same purchase, contact support with payment references. Verified duplicates may be refunded or credited to your wallet.
- Failed payment — if your bank or UPI shows a debit but EstateLoop did not record a successful purchase, contact support. If we confirm non-delivery, we will work with you and the payment provider on reversal or credit.
- Report payment issues promptly — delays may affect reversal options with banks or Razorpay.
4. Paid but Not Delivered
If payment succeeded through Razorpay but the paid feature (for example a day pass, plan activation, or boost day) was not delivered due to a technical malfunction on EstateLoop's side, contact support with:
- your account email or phone
- purchase date and time
- amount paid
- Razorpay payment ID or bank/UPI reference
We may restore the entitlement or approve a refund/credit after verification.
5. Unused vs Consumed Products
| Situation | Typical outcome |
|---|---|
| Unused product not yet activated (e.g. pass not started) | May be considered for refund where applicable law allows and we can verify non-use |
| Partially consumed product (e.g. boost running, plan partly used) | Generally no refund for consumed portion; exceptional cases reviewed individually |
| Fully consumed product (e.g. boost days completed, pass expired after use) | Generally non-refundable except where required by law |
| Technical malfunction preventing use after payment | Restoration or refund/credit after verification |
6. Wallet & Boost Credits
- Wallet balance — prepaid funds used for eligible in-app purchases. Generally non-transferable and non-refundable to cash except where required by law or we agree in writing.
- Boost credits — promotional units granted through eligible plans or by EstateLoop. Not sold as standalone packs. Generally non-refundable and non-transferable. Unused credits may be forfeited on account termination for breach.
- Wallet top-ups that failed to credit your balance may be reversed or credited after verification.
7. Listing Removal & Account Suspension
If your listing is removed or your account is suspended or terminated for violating our Terms or Listing Policy, you are generally not entitled to refunds for active boosts, unused plan time, wallet balance, or credits, except where applicable law requires otherwise.
8. App Store Purchases
If a purchase is made through Google Play or the Apple App Store (when available), that store's billing and refund policies apply. EstateLoop cannot override Google or Apple refund decisions. Contact the relevant store for store-billed transactions; we will help identify the correct channel when needed.
Most EstateLoop purchases today are processed through Razorpay in the app, not through app-store billing.
9. How to Request a Review
Email support@estateloop.in with subject "Refund request" and include:
- account email or registered phone
- product purchased (e.g. Buyer Pro, property boost, wallet top-up)
- purchase date, time, and amount
- Razorpay payment ID or bank/UPI reference
- brief description of the issue
- screenshots if helpful
We aim to acknowledge requests within a few working days and resolve verified issues within a reasonable period.
10. How Approved Refunds Are Processed
- Approved refunds for Razorpay payments are typically returned to the original payment method via Razorpay
- Processing time depends on your bank or UPI provider — often 5–10 working days after approval
- In some cases we may credit your EstateLoop wallet instead of a cash reversal, with your agreement
- We will email you at your registered address when a refund is initiated or denied, with reasons where appropriate
11. Contact
Product support / legal enquiries: support@estateloop.in
Operator: EstateLoop is operated by its current owner/operator. EstateLoop is not yet incorporated as a private limited company. Once a legal entity is registered, its exact name, registered office, CIN, GSTIN, and other statutory details will be inserted consistently across all legal pages below.