Refund & Cancellation Policy

1. Purpose

This Policy explains cancellation, refund and payment treatment for paid SureLig services. It is designed to distinguish money paid for work that has already been performed or committed from money relating to a genuinely unperformed separable part of the selected service.

A cancellation request does not create an automatic right to a full refund merely because the customer changes their mind after work has begun. At the same time, this Policy does not remove any refund, compensation or other remedy that applicable Indian law makes available for a deficient, unperformed, misrepresented or otherwise legally actionable service.

2. Before Payment — Scope and Fee Basis

Before paid work begins, the applicable Service Order or published package should identify the selected service, total SureLig service fee, included work, material milestones or stages where used, and known third-party/statutory charges. Government charges and independent advocate/professional/provider costs are separate unless expressly stated as included.

Where a service is divided into milestones, the Service Order may allocate a reasonable value to case setup, document intake/indexing, review, professional coordination, transaction/closing work, reports or other defined deliverables. A milestone amount becomes earned to the extent the corresponding work has actually been performed or irreversibly committed.

3. No Separate “Time-Waste” Penalty

SureLig does not impose an arbitrary “time waste” deduction merely because a customer cancels. Instead, SureLig may retain or deduct a reasonable amount for documented work actually performed, completed or substantially completed milestones, and lawful non-recoverable costs already committed for the case.

If the Service Order uses an hourly, fixed-stage or milestone basis, that basis may be used to calculate earned work. Any deduction must be connected with the agreed service and recorded case activity; it is not an unrestricted penalty.

4. Customer Cancellation — General Treatment

5. Refund Calculation

Where a refund is available, the provisional calculation is generally:

Amount actually received by SureLig for the relevant service minus earned SureLig service fees for work actually performed minus lawful non-recoverable third-party/statutory amounts already paid or committed, with any payment reversal, credit-note, tax or provider adjustment handled according to the applicable accounting/payment process.

If the resulting refundable balance is zero, no cancellation refund is due. SureLig will not create an artificial deduction simply to reduce a refund.

6. Work That May Be Treated as Earned

Depending on the selected Service Order, earned work may include: conflict/intake checks; KYC/capacity review; Case ID creation; scope mapping; document collection and indexing; property/document/record review; mismatch or open-point analysis; disclosure review; loan/mortgage review; customer meetings or case calls; professional handoff and coordination; drafting coordination; registration/closing coordination; evidence organisation; chronology/issue matrix work; reports; corrections requested because of new customer information; and other case-specific deliverables actually performed.

The applicable Service Order should be used as the primary record for the selected scope and fee basis.

7. Third-Party, Professional and Government Charges

Stamp duty, registration charges, government fees, certified-copy/search charges, advocate/professional fees, valuation/technical fees, bank/provider charges and other third-party amounts are separate from SureLig's service fee unless the Service Order expressly states otherwise.

An amount already paid or irreversibly committed to a third party is refundable only to the extent that the third party actually returns or releases that amount, subject to its applicable terms and law. SureLig will identify a material third-party deduction where it affects the refund calculation.

8. If SureLig Pauses, Declines or Closes a Case

SureLig may pause, decline or close a case for a material reason including missing mandatory information, false or suspected fabricated material, unlawful instructions, unresolved conflict, abusive conduct, non-payment, professional conflict, inability to lawfully continue, or material source/access constraints.

• If the reason is attributable to the customer, their representative or case material, completed/earned work and committed non-recoverable costs remain chargeable.
• If SureLig cannot provide a paid separable portion for a reason attributable to SureLig, the unperformed portion will be assessed for refund or another lawful service remedy.
• If a bank, authority, portal, advocate or other independent provider cannot perform its own separate function, SureLig's fee is assessed by reference to SureLig work actually performed; the external amount follows the relevant recipient's terms and actual recoverability.

9. Duplicate, Excess, Failed or Reversed Payments

• A verified duplicate or excess payment received by SureLig will be returned or adjusted against a valid payable amount, as appropriate.
• If a transaction shows failed but the customer's account was debited, SureLig may first reconcile the payment with the bank/payment provider.
• Pending, reversed, disputed or chargeback transactions follow the actual bank/provider status and applicable payment rules.
• SureLig may request a transaction reference and limited payment evidence. Never send passwords, OTPs or UPI PINs.

10. Service Concern Is Not the Same as Change-of-Mind Cancellation

If the customer alleges that an agreed deliverable is missing, the service is deficient, a material factual/clerical error exists, or the service materially differs from what was agreed, the matter is reviewed through the Grievance & Customer Support process. Depending on the facts and applicable law, the remedy may include correction, clarification, supplement, re-performance, completion of an agreed step, fee adjustment, partial refund, full refund or another lawful remedy.

11. How to Request Cancellation or Refund Review

• Use the official refund/cancellation channel: support@surelig.com or the website grievance/contact form.
• Provide the Case ID/order reference and registered customer contact details.
• State the service/component to be cancelled and the reason for the request.
• Provide the relevant payment reference and any information reasonably required to verify the requester and service stage.

SureLig may ask for missing information needed to complete the assessment, but the process will not be used to create unreasonable barriers to a right available under applicable law.

12. Review, Evidence and Decision Record

The request may be checked against the Service Order, invoice/payment record, case log, timestamps, document index, completed reviews, delivered outputs, communications and professional/provider commitments. SureLig records the refund decision and, where a deduction applies, the material basis of that deduction.

A discretionary cancellation request may be declined where the relevant service has already been completed and no refundable separable balance remains.

13. Refund Approval and Timing

Where a refund is approved, SureLig will communicate the approved amount, method and expected initiation timeline. The timeline may vary with the payment route, reconciliation requirements, third-party recovery and information needed to verify the request.

Accepted refunds will be initiated within a reasonable period and within any shorter period required by applicable law or a competent authority. SureLig's normal operational target is to initiate an approved refund within 10 business days after approval and completion of necessary verification/reconciliation. The customer's bank or payment provider may take additional time to reflect the credit.

14. Cancellation Charges

SureLig's normal approach is to retain earned service fees and non-recoverable costs rather than impose a separate cancellation penalty. If a specific service ever carries a separate cancellation charge, it must be clearly disclosed before purchase, be reasonable and lawful, and operate subject to any rule that restricts or requires corresponding treatment when SureLig cancels.

15. Offers, Credits and Promotional Benefits

Where a service is purchased using a coupon, credit or promotional benefit, any refund calculation is based on the amount actually paid and the published terms of that benefit. A benefit with no cash value is not converted into cash unless its terms expressly provide otherwise.

16. Consumer Rights and Mandatory Refunds

Nothing in this Policy excludes a refund, compensation, correction, re-performance or other remedy that a consumer forum, court, statutory authority or applicable Indian law requires. Where a mandatory legal remedy applies, it prevails over an inconsistent contractual term.

In particular, SureLig will not rely on this Policy to retain payment for a service that applicable law requires to be refunded because the service was legally deficient, materially misrepresented, not provided as agreed, or otherwise subject to a mandatory remedy.

17. Policy Version

This Policy applies to future bookings according to the version linked to the relevant Service Order/payment. SureLig may update the Policy for future services where its operating model, payment arrangements or applicable law changes. A later version does not silently rewrite the agreed terms of an earlier active case except where the customer accepts the change or applicable law requires it.