Refund and Cancellation Policy – Vault Proptech

IQOL Technologies Pvt. Ltd.

This Refund and Cancellation Policy ("Policy") applies to all services offered by IQOL Technologies Pvt. Ltd., operating under the brand name "Vault Proptech" / "Vault" ("Company", "we", "us", "our") through the website www.vaultproptech.com, including E-Khata, Khata Transfer, New Khata, BESCOM Name Change, Tax Name Change, Legal Consultation, Panchayat Khata, Gruha Jyothi Registration, BDA Khata, Deed Drafting, MODT Cancellation, Due Diligence, Rental and Lease Agreement, Registry of Property, Property Conveyancing, Family Tree, MOU, Encumbrance Certificate (EC), Property Tax Payment Assistance, TDS filing, and other related services (collectively, the "Services").

This Policy is drafted to align with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and should be read together with our Terms and Conditions ("T&C"). In case of any conflict between this Policy and the T&C on matters of cancellation and refund, this Policy governs.

1. General Principle

Vault is committed to fair, transparent, and timely handling of refund and cancellation requests. Because our Services involve real work performed by our team and, in many cases, fees paid to government authorities on your behalf, the refund amount depends on how much work has already been completed at the time of cancellation. Section 4 sets out our default refund matrix so that you know, upfront, what to expect at each stage.

Refund percentages under this Policy are calculated with reference to the Total Service Fee agreed for your Service (as stated in your order confirmation or invoice) not merely the amount you have paid to date. Section 4A explains how this works, including where you have paid only a partial advance, and guarantees that you will never be asked to pay extra money solely because you cancelled.

2. How to Raise a Refund or Cancellation Request

You can raise a refund or cancellation request through any of the following channels:

• Email: grievance@vaultproptech.com
• Support WhatsApp: +91 9886686626
• Directly informing your assigned Relationship Manager / Case Executive

Please share your service request ID/order details and the reason for your request so we can review it promptly. We aim to acknowledge every request within 24 hours of receipt.

3. Cooling-Off Window

You may cancel any Service within 24 hours of making payment, provided no document has been drafted and no submission has been made to any third party or government authority, and receive a 100% refund of the amount paid to Vault (less payment gateway/transaction charges actually incurred). This window is designed to protect you against accidental bookings or an immediate change of mind, and applies in addition to, not instead of, the refund matrix in Section 4.

4. Refund Matrix

Outside the Cooling-Off Window, refund eligibility is determined by the stage your service request has reached at the time of cancellation. The table below sets out our default position for most Services. Where a Service's nature makes a stage inapplicable, the closest applicable stage will be used and communicated to you in writing at the time of booking. One-time, slot-based Services (Legal Consultation, site visits, and similar) are governed instead by Section 19.

Each stage below has a single default refund percentage, not a range. A different percentage may only be applied where Vault documents a specific reason in writing and shares it with you at the time of the decision for example, unusual complexity already undertaken. This is to prevent the top or bottom of a range being applied inconsistently.

Note: Percentages apply to the Vault Service Fee only, calculated as set out in Section 4A. Statutory fees, government charges, and third-party professional fees already paid on your behalf are governed by Section 8 and are non-refundable once remitted, regardless of the stage reached.

4A. How Refund Percentages Apply When You Have Paid a Partial Advance

Many Services are billed against a partial advance rather than the full fee upfront. This Section clarifies exactly what a refund percentage is calculated on, and guarantees you will never owe Vault money because you cancelled.

(a) Base of calculation

All refund percentages in Section 4 are calculated on the Total Service Fee for your Service the full fee stated in your order confirmation or invoice and not merely on the amount you have paid to date.

(b) Worked example

Suppose your Total Service Fee is ₹10,000, you have paid a 40% advance (₹4,000), and you cancel at the "Filed, pending action" stage (default refund 25% of the Total Service Fee). At this stage Vault is entitled to retain fee earned of ₹7,500 (75% of ₹10,000), but you have paid only ₹4,000.

(c) No-Shortfall Guarantee

Vault will never seek payment from you as a result of a cancellation. If the fee Vault is entitled to retain under Section 4 exceeds the amount you have already paid, Vault waives the shortfall in full in the example above, the ₹3,500 difference is waived, you owe nothing further, and you receive no refund. This guarantee does not extend to statutory fees, stamp duty, registration charges, or third-party professional fees already remitted on your behalf with your written authorisation (see Section 8) these remain your responsibility regardless of the advance paid, as they are third-party payments, not Vault's fee.

(d) If the amount paid exceeds the fee earned

Where the amount you have paid exceeds the fee Vault is entitled to retain at the relevant stage, you will receive a refund of the difference, processed as per Sections 10 and 11.

(e) The capped fee at the pre-drafting stage

At the "after 24 hours, before drafting" stage, Vault retains a Case Allocation & Preliminary Scrutiny Fee capped at the lower of ₹500 or 5% of the Vault Service Fee, to cover case allocation and the preliminary document review already carried out by our team plus payment gateway charges actually incurred. This replaces a flat 10% retention with a fixed, justified, and generally smaller amount.

(f) Statutory fees exceeding the advance collected

Vault will not remit statutory fees, stamp duty, or registration charges on your behalf beyond the amount you have specifically authorised and paid for that purpose. If, due to an error on Vault's part, a statutory payment is made in excess of the amount you authorised, that excess is Vault's responsibility and will not be charged to you.

4B. Vault Error or Deficiency in a Completed Service

Where a Service has been completed but the outcome is incorrect, rejected, or deficient due to an error attributable to Vault for example, incorrect data entry, a drafting error, or an incorrectly filed application caused by our team as opposed to a government authority's independent decision or an error caused by information you provided, the following applies, consistent with T&C Section 7.3:

(a) Free rectification

Vault will rectify the error at no additional cost to you, including resubmission, redrafting, or correction as required, within a timeframe communicated to you at the time the error is identified.

(b) Where rectification is not possible

If rectification is not possible, Vault will refund the Vault Service Fee in full for the deficient portion of the work, and, where relevant, reimburse any statutory or third-party costs rendered futile solely because of Vault's error.

(c) Consumer rights preserved

This Section applies in addition to, and does not limit, any rights you have under the Consumer Protection Act, 2019.

5. Government Authority-Related Delays or Rejections

If your case is delayed or rejected by a government authority for example, a title/records issue at BBMP, pending litigation, or a change in policy for reasons not attributable to Vault or to you, our default approach is:

(a) Free resubmission

Vault will attempt one round of free resubmission or correction at no additional Vault fee, provided the issue is capable of being cured (for example, by providing additional documents or addressing an objection).

(b) Where resubmission is not possible or not wanted

If resubmission is not possible, or you do not wish to pursue it, you may choose between: (i) a fixed refund of 50% of the Vault Service Fee for the stage reached (higher than the default Section 4 percentage, reflecting that the case could not be completed for reasons outside anyone's control); or (ii) a service credit of equivalent value, valid for 12 months, redeemable against any other Vault Service.

(c) Statutory and third-party costs

These remain governed by Section 8 and are non-refundable by Vault, though we will assist you in pursuing any refund the concerned authority itself offers for such fees.

6. Reasons Attributable to the Customer

If a request cannot be completed for reasons on your side such as extended non-responsiveness (no response for 10 or more business days despite two reminders), providing incorrect or incomplete documents, a change of mind, or a pre-existing property dispute not disclosed at the time of booking the refund will be assessed under the Refund Matrix at Section 4, and any third-party costs already incurred on your behalf will be deducted in addition, subject always to the No-Shortfall Guarantee at Section 4A(c) and the statutory-fee treatment at Section 4A(f).

7. Cancellation Initiated by Vault

If Vault is unable to perform or complete a Service for reasons not attributable to you or to a government authority including unavailability of assigned personnel, a service being discontinued, an error in the service sold to you, or a technical/operational failure on our part you are entitled to a 100% refund of all fees paid to Vault, including payment gateway/transaction charges, which Vault will absorb in these circumstances. This is processed within 5 business days of the cancellation being confirmed. Only statutory fees or third-party costs already irrevocably paid to a third party on your behalf (see Section 8) are excluded, and even these will be passed on to you if Vault is able to recover them from the third party.

8. Non-Refundable Items

The following are non-refundable by Vault once paid or incurred, except where Section 4B (Vault error) or Section 7 (cancellation initiated by Vault) expressly provides otherwise:

• Statutory fees, stamp duty, registration charges, and other government charges already remitted to the relevant authority.
• Fees paid to third-party professionals or agencies already engaged on your request.
• Payment gateway/transaction charges actually incurred, except where Section 7 applies.

On request, we will share receipts, challans, or other proof of statutory or third-party payments that have been deducted from your refund.

9. Duplicate or Erroneous Charges

If you have been charged more than once for the same service request, or charged in error due to a payment gateway or technical glitch, please notify us immediately at grievance@vaultproptech.com. Once verified, such duplicate or erroneous charges will be refunded in full within 5 business days, without being subject to the Refund Matrix at Section 4.

10. Our Internal Review Process

Headline promise: we aim to give you a decision within 7 business days of logging your request, and if approved to credit your refund within 5 further business days. That is a maximum of 12 business days from logging to money in your account, except where a case is complex or involves a government authority, in which event we will proactively update you with a revised timeline.

The stages below run one after another, not in parallel. All timelines refer to business days (Monday to Friday, excluding public holidays observed by Vault; Saturdays and Sundays are not counted).

11. Refund Payment Timeline

Once your refund is approved, the amount will be credited back to your original payment source within 3 to 5 working days. Actual credit timelines may vary slightly depending on your bank or payment provider and are outside Vault's control once the refund has been initiated.

12. Cancellation of Ongoing Services

You may request cancellation of an ongoing service at any time by contacting us as described in Section 2. On receiving your request, we will pause further work within 1 business day and inform you of the applicable refund, if any, under Section 4.

13. Changes to Services After Booking

If you wish to change the scope of a booked service (for example, switching from a Khata Transfer to a New Khata request), please contact us as early as possible. Any price difference, or partial refund/additional payment applicable, will be communicated to you and your written confirmation obtained before we proceed.

14. GST and Tax Invoices

Where a tax invoice was issued for the amount being refunded, we will issue a corresponding credit note for the exact amount refunded, in accordance with applicable GST rules. The amount credited to you is the refund amount determined under this Policy we do not make any further deduction from your refund on account of input tax credit or other GST adjustments. Any GST-related adjustment required by law is a matter between Vault and the tax authorities and will not reduce the amount you receive.

15. Grievance Redressal

If you are not satisfied with the resolution offered, you may request escalation to our Vertical Head team by writing to grievance@vaultproptech.com with "Escalation" in the subject line. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, unresolved escalations will be referred to our designated Grievance Officer below.

• Name: Venu
• Designation: Vault Proptech Head
• Email: grievance@vaultproptech.com
• Response acknowledgment: within 48 business hours; resolution: within 30 days of receipt of the grievance

16. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Courts at Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or relating to this Policy, without prejudice to your right as a consumer to approach the appropriate consumer forum under the Consumer Protection Act, 2019.

17. Amendments

Vault reserves the right to update this Policy from time to time. The updated Policy will be posted on this page with a revised "Last Updated" date and will apply to service requests made after such update. Service requests made before an update will continue to be governed by the Policy in effect at the time of booking.

18. Time Limit for Raising Requests

Refund or cancellation requests must be raised within 90 days of the date of payment, or within 90 days of the date a Service is marked complete (for deficiency claims under Section 4B), whichever is later. Requests raised after this period may not be entertained, except where required by applicable law, including your rights under the Consumer Protection Act, 2019.

19. One-Time and Slot-Based Services (Legal Consultation, Site Visits, and Similar)

For Services booked as a single scheduled session for example, a Legal Consultation call or a site visit rather than a multi-stage case, this Section applies instead of the general Refund Matrix in Section 4:

(a) Cancellation

Full refund if cancelled at least 24 hours before the scheduled slot. No refund if cancelled within 24 hours of the scheduled slot or after it has commenced.

(b) Rescheduling

You may reschedule once, free of charge, provided you notify us at least 4 hours before the scheduled slot. Subsequent reschedule requests may attract a nominal rescheduling fee, communicated to you at the time of the request.

(c) No-show

If you do not attend the scheduled slot without prior notice, the Service is treated as completed and is non-refundable, unless the no-show was due to a failure on Vault's part (for example, the assigned expert not being available), in which case Section 7 applies instead.

20. Contact Us

For any refund or cancellation-related queries, please reach out to:

IQOL Technologies Pvt. Ltd. (Vault Proptech)
Email: grievance@vaultproptech.com
Support WhatsApp: +91 9886686626