Cancellation and Refund Policy
This policy explains when money you pay to Proptyo is refundable, how to ask for a refund, and how long it takes. It applies to every payment made through the Platform and through payment links we issue.
Read this together with our Terms. Where your Registered Agreement has been executed, that agreement governs your exit and prevails over anything stated here.
1The short version
| When you cancel | What happens |
|---|---|
| Within 14 days of paying the ₹11,000 Booking Advance | Full refund. No reason needed, no deduction. |
| After 14 days, before the Registered Agreement is executed | Refund of the Booking Advance less any non-recoverable third-party charge already incurred. |
| After the Registered Agreement is executed and registered | Exit is by the routes in that agreement — contractual buyback or private resale — not by refund. |
| We cancel your reservation | Full refund of everything you have paid, in every case. |
| A Unit becomes unavailable before execution | Your choice: an equivalent Unit, or a full refund. |
2The Booking Advance and the cooling-off period
- The Booking Advance of ₹11,000 reserves your Share. It is credited toward your Share Price and is not a fee.
- You may cancel for any reason, or none, within 14 days of the date the payment is captured. We refund the full ₹11,000 with no deduction.
- You do not need to justify the request, and we will not require you to speak to a salesperson before it is processed.
- The refund deadline applicable to you is shown in your account and stated in your booking confirmation email.
3Cancelling after the cooling-off period but before your agreement
You may still cancel at any time before your Registered Agreement is executed.
We refund the Booking Advance less any third-party charge we have actually incurred and cannot recover — for example a payment-gateway fee that is not returned to us on refund. Any such deduction is itemised for you before the refund is processed. We do not apply a cancellation charge of our own.
Where you have paid more than the Booking Advance — for instance a part payment toward your balance — those amounts are refunded in full, subject only to the same non-recoverable third-party charges.
4After your Registered Agreement is executed
Once your Registered Agreement is executed and registered, you own a registered interest in immovable property. From that point the relationship is a property ownership, not a purchase awaiting delivery, and exit is by the routes that agreement provides:
- Contractual buyback — the Promoter repurchases your Share at the value fixed in your agreement, exercisable as that agreement states.
- Private resale — you sell your Share to a buyer of your choosing, subject to the transfer conditions in your agreement.
Where the agreement itself provides for cancellation or rescission in defined circumstances, those provisions apply and are not limited by this policy.
5Cancellations by us
We may cancel a reservation where eligibility, KYC or sanctions screening is not satisfied, where information given to us proves materially false, where a Unit becomes unavailable, or where we are required to by law or by our banking partners.
Where we cancel, you receive a full refund of everything you have paid, without deduction, other than in a case of proven fraud where we may be required to hold funds pending direction from a competent authority.
Where a Unit becomes unavailable before execution, you choose between an equivalent Unit and a full refund. We do not substitute a Unit without your agreement.
6Instalments, overpayments and prepayments
Monthly Instalments are collections against a property purchase you have contracted for. They are not separately refundable once the Registered Agreement is in force; the position on amounts already paid is governed by that agreement.
Overpayments are always returned to you. Where a collection takes more than was due — for example during a mandate changeover, when a bank may debit a superseded amount — the excess is credited to your ledger and applied against your remaining Instalments, so the total you pay never exceeds the Share Price. If you would rather have the excess returned to your account, ask us and we will refund it.
Prepayments made by payment link are credited to your ledger on receipt and your remaining Instalments recalculated. If a prepayment is made in error, tell us within 7 days and we will reverse it.
Duplicate or failed transactions that nevertheless debit your account are refunded in full as soon as we identify or are notified of them.
7How to request a refund
- Email info@fineacers.com from your registered email address, or reply to any email we have sent you.
- Tell us your registered mobile number and, if you have it, the payment reference. Nothing further is required within the cooling-off period.
- We acknowledge within 48 hours and confirm the amount and the deduction, if any, before processing.
You may also cancel by writing to the Grievance Officer, Proptyo Marketing Private Limited, at Fine Acers Tower, DCM, Ajmer Road, Jaipur, Rajasthan, or by calling +91 93516 55155.
8How refunds are paid and how long they take
- Refunds are made to the original payment method. We cannot refund to a different card or account, because doing so is a route commonly used for fraud.
- We initiate the refund within 5 working days of confirming it.
- Card and UPI refunds typically appear within 5 to 7 working days of initiation. Netbanking and NACH reversals can take longer.
- The time taken to reflect in your account is determined by your bank and the card network, not by us. We will give you the gateway reference so you can trace it.
If a refund has not reached you within 10 working days of us initiating it, tell us and we will pursue it with the payment gateway and keep you updated until it lands.
9Chargebacks
If you believe a payment is wrong, please contact us before raising a chargeback with your bank — a direct refund is almost always faster.
Where a chargeback is raised, we respond to the bank with the transaction record, your agreement and the correspondence. We will keep you informed of the outcome.
A chargeback raised while a refund is already in progress can cause the amount to be held twice by the networks and delay resolution.
10What is not refundable
- Stamp duty, registration charges and statutory fees actually paid to a government authority on your behalf, which are not recoverable by us.
- Amounts consumed at a resort — food, beverage, spa, transport and similar services paid to the Operator.
- Third-party payment charges we have incurred and cannot recover, and only in the circumstances described in clause 3.
Everything else you pay us is refundable in the circumstances set out above.
11Force majeure
Where an event beyond reasonable control prevents or delays a refund — a banking outage, a payment-network failure, an order of a court or regulator — we will tell you what has happened, what we are doing, and when we expect it to resolve. Your entitlement to the refund is unaffected by the delay.
12If you are unhappy with a refund decision
- Reply to us and ask for the decision to be reviewed. A different person will look at it.
- Escalate in writing to the Grievance Officer, Proptyo Marketing Private Limited, at Fine Acers Tower, DCM, Ajmer Road, Jaipur, Rajasthan, or by email marked “Grievance” to info@fineacers.com. We aim to resolve within 30 days.
- You may at any time approach a consumer commission under the Consumer Protection Act, 2019, the RERA authority for a registered project, or any other competent forum. Using our process first does not limit that right.
13Changes to this policy
We may update this policy. The version in force at any time is the one published on this page.
A change never reduces the refund rights attaching to a payment you have already made. The policy in force on the date of your payment governs that payment.