Cancellation & Refund Policy

1. Understanding What You Pay For

SurveyMitra facilitates two separate payments in its model:

• Platform Booking Fee (paid online via Razorpay): This is a technology service fee paid to SurveyMitra for generating your appointment lead, matching you with an available surveyor in your area, and managing the coordination. This fee is non-refundable.
• Surveyor Service Fee (paid in cash to surveyor at site): This is the professional fee paid directly to the independent surveyor for conducting the actual survey. This is an arrangement between you and the surveyor and is outside SurveyMitra's payment system.

This policy governs only the Platform Booking Fee.

2. Non-Refundable Platform Fee

Once a booking is confirmed and payment is processed, no refund will be issued for:

• Change of mind or plans
• Misunderstanding of service nature (e.g., expecting an official government "seemankan" instead of a private survey)
• Inability to be present on the survey date
• Property sale falling through
• Dissatisfaction with survey method (surveyor's professional discretion applies)
• Delay in receiving the survey report from the surveyor
• Dispute with the surveyor over results
• Weather conditions (rescheduling applies — see Section 3)

By completing payment, you acknowledge and accept this non-refundable policy. If you do not agree, do not complete the booking.

3. Rescheduling Options

While refunds are not available, we offer flexible rescheduling:

3.1 Customer-Initiated Rescheduling

• Notice Required: Minimum 48 hours before the scheduled survey date
• How: Email contact@surveymitra.com or call +91 91318 62212 with your Booking ID
• Free Reschedules: Up to 2 reschedules at no extra charge
• Late Notice (<48 hrs): May incur an additional rescheduling fee of ₹410
• No-Show: If you are absent without 48-hour notice, the service is considered rendered and the booking is forfeited

3.2 Surveyor-Initiated Rescheduling

If the assigned surveyor requests to reschedule due to emergency, illness, or unforeseen circumstances, SurveyMitra will:

• Reassign another available surveyor immediately, OR
• Offer a new date of your choice at no additional charge

3.3 Weather-Related Rescheduling

In the case of severe weather preventing safe fieldwork (heavy rain, floods, storms), rescheduling will be arranged within 7 days at no extra cost. Your payment remains fully valid.

3.4 Overdue Appointments

If the surveyor fails to mark the appointment complete within 7 days of the survey date, the appointment is flagged as Overdue. The admin will review and either:

• Manually mark the survey as complete if it occurred, OR
• Cancel the appointment — in which case your Booking ID may be used for a reassignment

Contact us immediately if your appointment is cancelled and you believe the survey was completed.

4. Exceptions Where Refunds May Apply

Refunds (partial or full) are considered only in the following documented cases:

4.1 Duplicate Payment (Technical Error)

If you are charged more than once for the same booking due to a payment gateway glitch:

• Contact us within 48 hours with transaction IDs for both charges
• We will verify and reverse the duplicate amount within 5–7 business days

4.2 Payment Deducted, Booking Not Confirmed

If your payment was deducted but no booking confirmation was received:

• Wait 24 hours — most payment gateway delays resolve automatically
• If no confirmation after 24 hours, contact us with your bank statement showing the deduction
• If payment was received by us, your booking will be manually confirmed
• If payment was NOT received (failed transaction), we will guide you through your bank's dispute process

4.3 Unauthorized Transaction

If you did not initiate the transaction, report it within 24 hours. We will investigate with Razorpay and initiate a refund if confirmed as unauthorized.

4.4 Service Unavailability

If no surveyor is available in your area and we are permanently unable to fulfil the appointment, a service credit valid for 6 months will be issued. A monetary refund may be considered at our discretion.

5. Refund Processing Timeline

For approved refund cases:

• Investigation: 3–5 business days
• Refund Initiation: 2–7 business days after approval
• Credited to Account: 5–7 additional business days (depends on your bank)
• Refund Method: Original payment method only (no cash refunds)

6. Cancellation by Customer

To cancel a booking (note: no refund is issued):

1. Email contact@surveymitra.com with subject: Cancel Booking #[Booking ID]
2. Call +91 91318 62212 (Mon–Sat, 9AM–6PM IST)

We strongly recommend rescheduling instead of cancelling to preserve the value of your payment.

7. Surveyor Commission Refunds

This section applies to registered surveyors who have paid the ₹500 commission fee. Commission payments are also non-refundable once a survey has been marked complete (automatically or by the surveyor). See Surveyor Terms for details.

In the event of an admin cancellation of an overdue appointment that the surveyor had NOT visited, the commission will NOT be charged for that appointment.

8. Governing Law

This policy is governed by the laws of India. Any disputes are subject to the exclusive jurisdiction of the courts of Indore, Madhya Pradesh. Consumers may also approach the District Consumer Disputes Redressal Commission as applicable under the Consumer Protection Act, 2019.