Refund Policy

✅ RealStay India guarantees a full refund within 10 working days if your listing is rejected by our admin team for any reason related to suspicious activity or non-compliance. No questions asked.

SECTION 01

Overview

RealStay India operates a subscription-based model for PG owners who wish to list their properties on our platform. PG owners pay a subscription fee to access listing features. Since listings go live only after admin approval, we maintain a clear, fair, and transparent refund policy to protect the interests of all PG owners.

This Refund Policy applies exclusively to PG owners (sellers/listers) on the RealStay India platform. It does not apply to tenant bookings or trial stays, which are governed separately by the rental agreement between the tenant and the PG owner.

SECTION 02

Rejected Listing — Full Refund Guarantee

If your listing is rejected by the RealStay India admin team within the review period, you are entitled to a 100% full refund of your subscription amount, credited within 10 working days of the rejection notice.

The following are the specific scenarios under which a full refund is guaranteed:

Admin Rejection — Suspicious Activity: Your listing or account is flagged for suspicious behaviour (e.g., fake photos, incorrect property address, duplicate listings) and is consequently rejected and not made public.
Admin Rejection — Policy Violation: Your listing is found to violate RealStay India's community guidelines or Terms and Conditions, and is rejected before going live.
Admin Rejection — Failed KYC: Your KYC verification fails (e.g., documents are unreadable, expired, or mismatched) and the listing cannot be approved.
Admin Rejection — Ineligible Property: The submitted property is determined to be ineligible for listing on RealStay India (e.g., commercial property listed as residential PG).
Technical Error: A payment was deducted but listing submission failed due to a technical issue on RealStay India's end.

Important: If the rejection is due to submission of forged, fraudulent, or illegal documents, the refund will be withheld pending an internal investigation. If no illegal activity is confirmed, the refund will be issued. If fraud is confirmed, the matter will be reported to authorities and no refund will be issued.

SECTION 03

Refund Process — Step by Step

Here is exactly what happens when a refund is triggered:

Rejection Notice Sent

Our admin team rejects the listing and sends you an email notification to your registered email address with the specific reason for rejection. This email is sent within 3–5 business days of your submission.

Refund Automatically Initiated

Upon rejection, our system automatically triggers a refund request to Razorpay (our payment processor). No action is required from your end.

Refund Confirmation Email

You receive a second email confirming that the refund has been initiated, along with the Razorpay refund reference number and the expected credit date.

Amount Credited to Your Account

The full refund amount is credited to your original payment method (UPI, credit card, debit card, net banking, or wallet) within 10 working days of the rejection date. Bank processing times may vary slightly.

Re-list Option Offered

After resolving the issue (e.g., correcting KYC documents or listing details), you are welcome to re-subscribe and re-list your property at any time.

SECTION 04

Refund Eligibility Table

Quick reference to determine your refund eligibility:

Scenario	Refund Eligible?	Timeline
Listing rejected by admin (suspicious activity)	✓ Yes — Full Refund	10 working days
Listing rejected due to policy violation	✓ Yes — Full Refund	10 working days
KYC verification failed (documents invalid)	✓ Yes — Full Refund	10 working days
Listing rejected (ineligible property type)	✓ Yes — Full Refund	10 working days
Payment deducted but listing not created (technical error)	✓ Yes — Full Refund	5 working days
Voluntary cancellation before admin review	⚠ Partial — 50%	10 working days
Voluntary cancellation after listing goes live	✗ Not Eligible	—
Account terminated for fraud / document forgery	✗ Not Eligible	—
Change of mind after listing goes live	✗ Not Eligible	—
Subscription fee for a plan that was downgraded	✗ Not Eligible	—

SECTION 05

Non-Refundable Situations

Refunds are not issued in the following circumstances:

Your listing was approved and has been live on the Platform, even if you did not receive any inquiries.
You have used premium features (e.g., special landing page, visibility boost) for any period of time.
Your account was terminated due to violation of our Terms and Conditions or submission of fraudulent documents.
You requested cancellation more than 48 hours after your listing went live.
The rejection was caused solely by your failure to respond to repeated requests from our admin team for additional documents or information.
A plan was purchased as part of a promotional offer or discount that explicitly stated "non-refundable".

SECTION 06

Refund Timeline & Tracking

Refund timelines depend on your payment method:

UPI (GPay, PhonePe, Paytm): 3–5 working days after refund initiation.
Credit Card / Debit Card: 5–10 working days (varies by bank).
Net Banking: 5–7 working days.
Digital Wallets (Paytm Wallet, etc.): 1–3 working days.

Tracking: You will receive a Razorpay refund reference number via email. You can use this to track your refund status directly on the Razorpay portal or by contacting your bank. Our support team at support@realstayindia.com can also help track your refund status.

Working Days Definition: Working days are Monday through Friday, excluding Indian national public holidays.

SECTION 07

Refund Disputes

If you believe you are entitled to a refund that has not been issued, or if you have not received your refund within the stated timeline, please follow this process:

Step 1: Email support@realstayindia.com with your registered email, transaction ID, and a brief description of the issue. Our team will respond within 2 business days.
Step 2: If unresolved within 7 business days of your email, escalate to our Grievance Officer at support@realstayindia.com.
Step 3: If still unresolved, you may raise a dispute with your bank or payment provider, or approach the National Consumer Disputes Redressal Commission (NCDRC) or your state consumer forum.

SECTION 08

Contact for Refunds

Refund Queries: support@realstayindia.com
Response Time: Within 48 hours on business days
Grievance Officer: support@realstayindia.com
Support Portal: Available within your seller dashboard

Need Help with a Refund?

Our refund team is available Monday–Friday, 10 AM to 6 PM IST. We typically resolve refund queries within 48 hours.

support@realstayindia.com

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