Refund & Cancellation Policy

Last updated: December 16, 2024

At SHOMES, we strive to provide the best service to our users. This Refund & Cancellation Policy outlines the terms and conditions for refunds and cancellations of our services.

1. Subscription Plans

Our subscription plans provide premium access to property listings and contact information.

1.1 Cancellation

• You may cancel your subscription at any time during your subscription period.
• Cancellation will take effect at the end of the current subscription period.
• You will continue to have access to premium features until the end of your paid period.
• No Auto-Renewal: Subscriptions do NOT automatically renew. You must manually renew your subscription after it expires.
• To cancel, please contact us at xchange24homes@gmail.com or use the cancellation option in your account settings.

1.2 Refund Policy

• No Partial Month Refunds: We do not provide refunds for partial subscription periods. If you cancel mid-cycle, you retain access until the period ends.
• First Payment Refund: If you are not satisfied with our service within 7 days of your first subscription payment, you may request a full refund.
• Technical Issues: If you experience technical issues that prevent you from using our service, please contact us immediately. We will investigate and provide a refund if the issue cannot be resolved within 48 hours.
• Unauthorized Charges: If you believe you have been charged incorrectly, please contact us within 15 days of the charge.

1.3 Contact View Limits

• Remaining contact views are forfeited upon subscription cancellation or expiry.
• Unused contact views do not carry over after subscription expiry.
• If you renew your subscription, you will receive a fresh allocation of contact views based on your new plan.

2. Contact View Payments (Pay-Per-View)

Individual contact view purchases allow you to view specific property owner contact information.

2.1 Refund Eligibility

• Non-Refundable: Once contact information has been viewed and accessed, the payment is non-refundable.
• Payment Completed but Not Viewed: If payment is completed but you have not yet accessed the contact information, you may request a refund within 24 hours.
• Incorrect Information: If the contact information provided is incorrect or incomplete, please report it within 24 hours for a full refund or credit.
• Technical Errors: If you were charged but unable to view contact information due to technical errors on our end, a full refund will be provided within 24 hours of reporting.

2.2 How to Request Refund

• Email us at xchange24homes@gmail.com
• Subject: "Refund Request - Contact View - [Payment ID]"
• Include: Payment ID, Order ID, Date of transaction, Reason for refund request
• Response time: We will review and respond to your request within 48 hours.

3. Post Listing Payments

Payments made to list properties on our platform.

• Before Listing Approval: Full refund available if you cancel before your listing is approved and published.
• After Listing Published: No refund once your property listing is live on the platform.
• Listing Rejected: Full refund if your listing is rejected due to policy violations or technical issues on our end.
• Request Cancellation: Contact us at xchange24homes@gmail.com before listing approval to cancel.

4. Refund Processing

4.1 Timeline

• Review Period: Refund requests are reviewed within 2-3 business days.
• Approval Notification: You will receive an email once your refund is approved.
• Processing Time: Approved refunds are processed within 5-7 business days.
• Bank Processing: Your bank or payment provider may take an additional 3-5 business days to credit your account.
• Total Time: Expect 10-14 business days from approval to see the refund in your account.

4.2 Refund Method

• Refunds are issued to the original payment method used for the transaction.
• If the original payment method is no longer valid, please contact us to arrange an alternative refund method.
• Refund confirmation will be sent to your registered email address.

5. Non-Refundable Items

The following are non-refundable under any circumstances:

• Contact information that has been successfully viewed and accessed.
• Completed subscription periods (no partial refunds).
• Services already rendered and utilized.
• Promotional or discounted subscription plans (unless otherwise stated).
• Third-party fees or charges (payment gateway fees, taxes).

6. Subscription Expiry and Renewal

• No Auto-Renewal: SHOMES subscriptions do NOT automatically renew. Your subscription will expire at the end of the paid period.
• Expiry Notification: You will receive email reminders 7 days, 3 days, and 1 day before your subscription expires.
• Manual Renewal: To continue using premium features, you must manually purchase a new subscription after expiry.
• Grace Period: There is no grace period. Once your subscription expires, premium features will be immediately disabled.
• Data Retention: Your contact view history and account data remain accessible even after subscription expiry.

7. Disputed Charges and Chargebacks

• Contact Us First: Before initiating a chargeback with your bank, please contact us at xchange24homes@gmail.com. We are committed to resolving payment disputes directly.
• Chargeback Policy: Initiating a chargeback may result in immediate suspension of your account pending investigation.
• Dispute Resolution: We will provide all transaction records and documentation to your payment provider if a chargeback is filed.
• Fraudulent Chargebacks: Accounts found to have initiated fraudulent chargebacks may be permanently banned.

8. Failed Payments

• If a payment fails during checkout, the transaction will not be completed.
• You will receive an error message and can try again with a different payment method.
• No charges will be applied to your account for failed payment attempts.
• Contact us at xchange24homes@gmail.com if you experience repeated payment failures.

9. Special Circumstances

We understand that exceptional situations may arise. In cases of:

• Extended platform downtime (more than 24 hours)
• Data breach or security incidents affecting your account
• Significant changes to service terms that you do not agree with
• Documented technical issues preventing service usage

Please contact our support team at xchange24homes@gmail.com. We will review your case individually and may offer refunds, credits, or extensions at our discretion.

10. How to Contact Us for Refunds

11. Changes to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

We will notify users of significant changes via email or through a prominent notice on our website.

12. Governing Law

This Refund & Cancellation Policy is governed by the laws of India. Any disputes arising from refund requests will be subject to the jurisdiction of courts in Odisha, India.

By using SHOMES services, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.