This policy covers refunds for payments made directly to Pindila Solutions Private Limited through the PGverse platform — primarily Property Owner subscription plans processed via Razorpay. PGverse does not currently collect rent or tenancy payments on behalf of Property Owners; any such payments are made directly between Tenant and Property Owner and are outside the scope of this policy.
Quick Reference Overview
Here's a summary of refund eligibility across payment types on PGverse:
| Payment Type | Refundable? | Condition | Timeline |
|---|---|---|---|
| Owner subscription — within 7 days | Yes | No PG listed yet; requested within 7 days of purchase | 7–10 business days |
| Owner subscription — after 7 days | No | — | — |
| Failed transaction (amount deducted, payment not confirmed) | Yes | Amount deducted but subscription not activated | 3–5 business days |
| Duplicate payment | Yes | Same subscription charged twice in error | 5–7 business days |
| Convenience / platform fee (if applicable) | No | Non-refundable in all cases | — |
Property Owner Subscription Plans
PGverse offers monthly and annual subscription plans for Property Owners, billed via Razorpay. The refund terms are:
Monthly Plans
- Within 7 days of purchase: Full refund if no PG has been listed on the platform under that subscription
- After 7 days: No refund for the current billing period. Cancellation stops future billing immediately, but does not refund the current cycle.
Annual Plans
- Within 7 days of purchase: Full refund if no PG has been listed
- After 7 days but within 30 days: Pro-rated refund for unused months, minus a 10% processing fee
- After 30 days: No refund. The subscription remains active until the annual term ends.
Downgrade / Plan Change
- Downgrading to a lower plan takes effect at the next billing cycle. No partial refund is issued for the current period.
- Upgrading is prorated — you pay only the difference for the remaining period.
Note: "No PG listed" means no property listing has been created and published under the subscribed account. Once a listing is published, the 7-day full-refund window no longer applies, even if fewer than 7 days have passed.
Failed & Duplicate Transactions
If your payment fails or is duplicated — but an amount is still deducted from your bank account, card, or UPI — here's what happens:
- The payment gateway automatically initiates a reversal within 48 hours in most cases
- If the amount is not reversed within 5 business days, contact us with your transaction ID and bank statement
- We coordinate with Razorpay to ensure the full amount is returned to your original payment source
- No processing fee is charged for failed or duplicate transactions
Failed transaction refunds are our highest priority. We target resolution within 3–5 business days of your complaint being logged.
Refund Timeline
Once a refund is approved, here's how long it typically takes to reach your account:
| Refund Method | Estimated Time |
|---|---|
| UPI (GPay, PhonePe, Paytm, etc.) | 1–3 business days |
| Credit Card | 5–7 business days |
| Debit Card | 5–7 business days |
| Net Banking | 3–5 business days |
These timelines begin from the date the refund is approved and initiated by PGverse via Razorpay — not from the date of your request. Processing time at your bank or card issuer is outside our control.
How to Claim a Refund
Email us at support@pgverse.in
Include your registered phone number, Razorpay transaction/payment ID, amount, date of payment, and reason for the refund request.
We Review Within 48 Hours
Our team reviews your request and may ask for additional documents (e.g., bank statement screenshot for failed transactions).
Approval & Initiation
If eligible, we initiate the refund to your original payment source via Razorpay within 2 business days of approval.
Confirmation Email
You receive a confirmation email with the refund reference number. The amount reflects in your account per the timeline above.
Non-Refundable Items
The following are not eligible for refunds under any circumstances:
- Convenience fees or platform processing charges
- Subscription fees after the applicable 7-day / 30-day windows
- Payments made outside the PGverse platform (e.g., directly to a Property Owner)
- Promotional credits, referral bonuses, or cashback issued by PGverse
Dispute Resolution
If you disagree with a refund decision, here's how to escalate:
- Step 1: Reply to the refund decision email stating your objection with supporting evidence
- Step 2: If unresolved within 7 days, email support@pgverse.in with subject "Refund Escalation — [your transaction ID]"
- Step 3: Our Grievance Officer reviews and responds within 15 working days
- Step 4: Unresolved disputes may be escalated to arbitration per our Terms of Use
You may also file a complaint with the relevant consumer forum under the Consumer Protection Act, 2019.
Contact Us
For refund-related queries, reach us through: