Refund & Cancellation Policy
This policy covers refunds and cancellations across three types of payments on TrueAcre: (a) platform subscriptions, (b) earnest-money deposits for property transactions, and (c) ancillary services (drone shoots, soil tests, legal verification). Each has its own rules — please read the section relevant to you.
01Subscription refunds (buyers, sellers, agents)
Our paid subscriptions (Premium buyer, Verified Pro agent, Agency tier) renew automatically until cancelled.
Pro-rated refunds
You may cancel any paid subscription at any time. From 1 June 2026, all subscription refunds are pro-rated to the day— you’ll receive a credit for the unused portion of your current billing cycle within 7 business days.
How to cancel
Go to Settings → Billing → Cancel subscription, or email billing@trueacre.in. There is no cancellation fee and no question asked.
Free-trial protection
Cancel within the 30-day Verified Pro trial and you’ll be charged nothing. We send three reminder emails before the trial converts.
02Earnest-money deposits & escrow
When you make an offer on a property, you deposit earnest money into our ICICI Trust & Retention Account (TRA). What happens to it depends on what happens to the deal:
| Scenario | Earnest money outcome | Refund timeline |
|---|---|---|
| Deal closes successfully | Credited towards the final sale price | — |
| Seller breaches agreement | Full refund to buyer + TrueAcre service fee waived | 5 business days |
| Buyer withdraws · no cause | Forfeited to seller (per sale agreement) | — |
| Title defect discovered | Full refund to buyer + interest from date of deposit | 10 business days |
| Mutual cancellation | Refund per the parties’ agreed split | 5 business days |
| Dispute filed | Frozen pending resolution; refunded per outcome | Per dispute outcome |
03TrueAcre service fees
Our platform service fee (typically 0.5-1.0% of transaction value) is charged on successful deal close. We do not collect this fee on:
- Deals that fail due to seller-side issues (title defect, breach, withdrawal).
- Deals that fail due to force majeure (regulatory ban, land acquisition, etc.).
- Deals cancelled within the 7-day post-acceptance cooling period.
If you’ve been charged a service fee in any of these situations, we refund it in full within 7 business days of confirmation.
04Ancillary services
We sell several optional add-ons. Each has its own refund rule based on when in the workflow it sits:
| Service | Price | Refundable |
|---|---|---|
| Drone shoot · 4K | ₹ 8,000 | Full refund if cancelled 24h before; 50% if cancelled day-of |
| Soil lab report | ₹ 2,500 | Full refund before sample collection; non-refundable after |
| Premium legal verification | ₹ 25,000 | Pro-rated based on completed work stages |
| PoA via our partner | ₹ 25,000 | Full refund before document signing; non-refundable after |
| Featured listing boost | ₹ 1,499 / week | Pro-rated to the day |
05How we issue refunds
All refunds are credited back to the original payment method used for the charge. If that method is no longer available (closed bank account, expired card), we’ll request alternate bank details via a verified channel.
Typical processing times:
- UPI: Same day (usually within 2 hours)
- Credit/Debit card: 3-7 business days
- Net banking / NEFT: 2-5 business days
- Escrow (large amounts): 1-2 business days via NEFT
You’ll receive both an email and an SMS once the refund is initiated, with a tracking reference. If you don’t see the refund within the timeline above, contact billing@trueacre.in with the reference.
06Disputed refunds
If you disagree with our refund decision:
- First, contact our support team — most issues are resolved in 24 hours.
- If unresolved, escalate to appeals@trueacre.in. A senior team member reviews independently within 5 business days.
- If still unresolved, you may file a formal dispute via our dispute resolution flow. The dispute is reviewed by a neutral mediator within 21 days.
- Final recourse: arbitration in Bangalore under the Indian Arbitration and Conciliation Act 1996.
We commit to honouring all genuine refund requests in line with this policy, and to documenting any policy exceptions transparently.
07Chargebacks
If you initiate a chargeback through your card-issuer or bank, please contact us first — chargebacks frequently get rejected because we have full documentation of every transaction. Direct communication resolves issues faster.
We reserve the right to suspend accounts that issue chargebacks without first attempting resolution with us.
08Contact us
For any refund-related questions:
- Subscriptions / fees: billing@trueacre.in
- Escrow / deal refunds: escrow@trueacre.in
- Appeals: appeals@trueacre.in
- Phone: +91 80 4000 0000 (Mon-Sat 9am-7pm IST)