Cancellation & Refunds Policy

1. Non-Refundable Policy

SurveyMitra operates on a strict non-refundable payment policy. When you book a survey appointment and complete the payment, you acknowledge and agree that:

• Nature of Payment: The payment made is a "Booking & Platform Fee" for the use of SurveyMitra's technology platform to facilitate the appointment. This service is considered consumed immediately upon booking confirmation.
• All payments are final and non-refundable
• No refunds will be provided for any reason, including but not limited to:
  • Change of mind or plans
  • Property sale falling through
  • Customer unavailability
  • Weather conditions (see rescheduling options below)
  • Dissatisfaction with survey results (Subject to Surveyor's discretion)
• Payment confirmation constitutes acceptance of this non-refundable policy

2. Rescheduling Options

While we do not offer refunds, we understand that circumstances may require appointment changes. We offer flexible rescheduling options:

2.1 Customer-Initiated Rescheduling

• Notice Period: You may reschedule your appointment by providing at least 48 hours advance notice
• How to Reschedule: Contact us via email at contact@surveymitra.com or call +91 91318 62212
• Rescheduling Limit: Appointments may be rescheduled up to 2 times without additional charges
• Late Notice: Rescheduling requests with less than 48 hours notice may incur an additional fee of ₹410
• No-Show: If you are not available at the scheduled time without prior notice, the service will be considered completed and no rescheduling will be allowed

2.2 Surveyor-Initiated Rescheduling

If a surveyor needs to reschedule due to:

• Emergency or illness
• Equipment malfunction
• Unforeseen circumstances

We will immediately assign an alternative surveyor or reschedule at your convenience at no additional cost. You will be notified as soon as possible.

2.3 Weather-Related Rescheduling

In case of severe weather conditions that prevent safe survey work (heavy rain, storms, extreme heat):

• The surveyor will contact you to reschedule
• No additional charges will apply
• Alternative dates will be offered within 7 days
• Your payment remains valid for the rescheduled appointment

3. Service Guarantee

While we do not offer refunds, we stand behind the quality of our survey services:

• Professional Standards: All surveys are conducted by qualified and certified surveyors
• Accuracy Commitment: We use calibrated equipment and follow industry best practices
• Report Corrections: If there are errors in the survey report due to our mistake, we will provide corrections at no additional cost
• Re-Survey: In case of significant errors attributable to our surveyor, we will conduct a re-survey at no additional charge

4. Exceptional Circumstances

In very rare and exceptional circumstances, we may consider alternative arrangements (not refunds) such as:

4.1 Force Majeure Events

In case of events beyond our control (natural disasters, government restrictions, pandemic lockdowns), we will work with you to reschedule the service when conditions permit. Your payment will remain valid for up to 12 months from the original booking date.

4.2 Service Unavailability

If we are unable to provide the service due to:

• No surveyors available in your area
• Property access restrictions we were not informed about
• Legal restrictions preventing survey work

We will offer you the option to:

• Wait for surveyor availability (payment remains valid for 6 months)
• Transfer the booking to a different property location
• Receive a service credit for future use on our platform

Note: Even in these cases, monetary refunds will not be provided.

5. Payment Disputes

5.1 Duplicate Charges

If you believe you have been charged multiple times for the same booking due to a technical error:

• Contact us immediately at contact@surveymitra.com
• Provide transaction details and proof of duplicate payment
• We will investigate and reverse duplicate charges within 7-10 business days

5.2 Unauthorized Charges

If you notice an unauthorized charge on your account:

• Report it to us within 48 hours
• We will investigate the charge
• If confirmed as unauthorized, we will process a refund through Razorpay
• You should also contact your bank/card issuer to report the unauthorized transaction

5.3 Payment Gateway Errors

If payment was deducted from your account but the booking was not confirmed:

• Check your email for booking confirmation
• Wait 24 hours as some transactions take time to process
• If no confirmation after 24 hours, contact us with transaction details
• We will either confirm your booking or process a refund if payment was not received by us

6. Cancellation Process

While cancellations do not result in refunds, you may cancel your appointment by:

1. Sending an email to contact@surveymitra.com with your booking ID
2. Calling us at +91 91318 62212 during business hours (9 AM - 6 PM IST)
3. Logging into your account and using the "Request Cancellation" option

Important: Cancellation means forfeiting your payment. We recommend rescheduling instead of cancelling.

7. Refund Processing Timeline

In the rare cases where refunds are applicable (duplicate charges, unauthorized transactions, payment gateway errors):

• Investigation Period: 3-5 business days
• Refund Initiation: Within 7-10 business days after approval
• Bank Credit: 5-7 business days after refund initiation (varies by bank)
• Refund Method: Original payment method only

8. Contact for Cancellation & Refund Queries

For any questions or concerns regarding cancellations, rescheduling, or this policy:

• Email: contact@surveymitra.com (Response within 24 hours)
• Phone: +91 91318 62212 (Mon-Sat, 9 AM - 6 PM IST)
• Include: Booking ID, transaction details, and reason for inquiry

9. Policy Updates

We reserve the right to modify this Cancellation & Refunds Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Bookings made before policy changes will be governed by the policy in effect at the time of booking.