Refund & Cancellation Policy

At CIBIL Repair ("Company", "we", "us", "our"), we are committed to transparency. This Refund & Cancellation Policy outlines the specific circumstances under which you may cancel services and request refunds. Please read carefully before making any payment.

1. Refund Eligibility Summary

The table below summarizes the refund scenarios and amounts. Detailed conditions follow.

Scenario	Refund Amount	Conditions & Notes
✅ Cancel within 7 days, NO work commenced	100% refund	Minus payment gateway fees (2-5%). No document review, no analysis, no disputes prepared.
⚠️ Cancel within 7 days, work commenced	75% refund	"Work commenced" includes document review, credit analysis, consultation, dispute letter preparation. 25% retained as administrative fee.
❌ Cancel after 7 days (before dispute filing)	0% refund	Cancellation after cooling-off period - no refunds regardless of work status.
❌ Cancel after dispute filing	0% refund	No refunds after any dispute has been filed with any credit bureau or bank.
⚠️ Our filing delay (no dispute filed within 60 days)	50% refund (capped)	Only if delay is solely our fault, excluding credit bureau delays or customer non-cooperation.
⚠️ Partial item resolution	25% refund (maximum)	For identified disputable items we fail to resolve within 120 days. Per-item proportionate refund only.
❌ No refund scenarios	0% refund	See Section 4 for complete list of no-refund scenarios (change of mind, accurate negative items, bureau delays, etc.).

2. Detailed Refund Conditions

2.1 Cancellation within 7 Days - No Work Commenced (100% Refund)

• You may cancel your service order within 7 calendar days from the date of payment.
• To qualify for a 100% refund, no work of any kind must have commenced on your case.
• "Work commenced" is defined as: document review, credit report analysis, consultation delivery, dispute letter preparation, email communication regarding your case, or any billable activity performed by our team.
• Refund amount: 100% of service fee minus payment gateway processing fees (typically 2-5% of transaction amount).
• Gateway fees are non-recoverable as they are charged by third-party payment processors.
• Refund will be processed within 30 business days to the original payment method.

2.2 Cancellation within 7 Days - Work Commenced (75% Refund)

• If you cancel within the 7-day period but any work has commenced as defined above:
• Refund amount: 75% of the service fee paid.
• 25% is retained as an administrative fee to cover document processing, credit report analysis, consultation time, and other resources already allocated to your case.
• This partial refund acknowledges that work has begun while still providing you with a significant refund option.
• No further refunds or credits shall be issued beyond this 75% amount.

2.3 Cancellation After 7 Days - Before Dispute Filing (0% Refund)

• If you cancel after the 7-day cooling-off period has expired:
• No refund shall be issued under any circumstances - 0% refund.
• This applies regardless of whether disputes have been filed or not.
• We do not offer pro-rata refunds for unused portions of service packages.
• You may transfer your service to another person (with our written consent) at no additional cost.

2.4 Cancellation After Dispute Filing (0% Refund)

• If you cancel after any dispute has been formally filed with a credit bureau or bank:
• No refund shall be issued - 0% refund.
• Dispute filing represents significant work including document preparation, review, and submission.
• This policy applies regardless of the dispute outcome.

2.5 Company Filing Delay (50% Refund - Capped)

• This refund applies ONLY if ALL of the following conditions are met:
• ✓ We fail to file ANY dispute within 60 calendar days of receiving complete documentation.
• ✓ The delay is solely caused by our negligence (not credit bureau or bank delays).
• ✓ You have provided all required documents within 7 days of request.
• ✓ You have responded to all our communications within 3 business days.
• ✓ You have not caused any delay or contributed to the delay.
• Refund amount: Maximum 50% of the service fee paid - this is the total, not per dispute.
• This is the MAXIMUM liability we accept for filing delays.

2.6 Partial Item Resolution (25% Refund - Maximum)

• This refund applies only for SPECIFIC identified disputable items that meet ALL criteria:
• ✓ The item was specifically identified in our initial agreement as "disputable."
• ✓ The item is demonstrably inaccurate, outdated, or belongs to another person.
• ✓ We filed a dispute for that specific item.
• ✓ The dispute was not resolved after following up for 120 days.
• ✓ The lack of resolution is solely our fault (not bureau or creditor delay).
• Refund amount: Maximum 25% of the proportionate fee allocated to that specific item in our agreement.
• The total refund under this section shall not exceed 25% of total service fee paid.
• No refund for accurate negative items (late payments, defaults, written-offs, settlements).

3. Definition of "Valid Dispute"

For the purpose of refunds for non-performance, a "Valid Dispute" means a credit report entry that meets ALL of the following criteria:

• Factually inaccurate, incorrect, or belongs to another person.
• Legally expired (beyond 7 years for negative accounts, except bankruptcy which is 10 years).
• Not previously disputed by you or any other credit repair company.
• You provide documented proof of inaccuracy (e.g., payment receipt showing account closed).

4. No Refund Scenarios (Complete List)

No refund shall be issued under ANY of the following circumstances:

• Cancellation requested after the 7-day cooling-off period (except as provided in Sections 2.5 and 2.6).
• Cancellation requested after any dispute has been filed with any credit bureau or bank.
• When results are unfavorable due to accurate negative information on your credit report.
• When credit bureaus or banks take longer than estimated to respond (30-60 days typical).
• If you provided false, incomplete, or misleading information at any time.
• If you fail to cooperate, respond to requests, or provide documents within 15 days of request.
• If you withdraw consent or cancel authorizations after services begin.
• If you directly contact credit bureaus or banks regarding disputes filed by us.
• For any service that has been partially or fully performed beyond the 7-day window.
• Change of mind, dissatisfaction with credit score outcome, or unmet expectations.
• Loan rejection, credit denial, or interest rate increase by any lender.
• Credit score decrease during our engagement (scores can fluctuate).
• Force majeure events including but not limited to: credit bureau system failures, pandemics, natural disasters, government actions.

5. How to Request Cancellation or Refund

To request cancellation or refund, you must follow this procedure EXACTLY:

• Step 1: Send an email to refunds@cibilrepair.in with the subject line exactly: "REFUND REQUEST - [YOUR REGISTERED MOBILE NUMBER]"
• Step 2: Include the following information in your email:
  • Full name as registered with us
  • Registered mobile number and email address
  • Date of payment and transaction ID/receipt number
  • Detailed reason for cancellation/refund with supporting evidence
• Step 3: Calls, WhatsApp messages, or SMS WILL NOT be considered valid requests. Only written email requests are accepted.

Our team will acknowledge receipt within 3 business days and respond with a determination within 15 business days.

6. Refund Processing

• Approved refunds will be processed within 30 business days from the date of approval.
• Refund method: Refunds will be issued to the original payment method used at the time of transaction.
• Payment gateway fees: Any transaction, processing, or gateway fees (typically 2-5%) are non-refundable and will be deducted from the refund amount regardless of refund percentage.
• Bank processing: Additional time (3-7 days) may be required by your bank to reflect the refund in your account.

7. Chargeback & Payment Dispute Policy

If you initiate a chargeback with your bank or payment provider without first requesting a refund through our designated process:

• We will automatically suspend all ongoing services immediately.
• Any dispute, successful or not, will forfeit your eligibility for any refund under this policy.
• We reserve the right to pursue collection of valid fees through legal means.
• You agree to pay all collection costs, legal fees, and interest (18% per annum) if the chargeback is found to be unjustified.
• We may file a dispute with credit bureaus regarding the chargeback transaction.

8. Non-Refundable Fees

The following fees are strictly non-refundable under ALL circumstances:

• Document Processing Fee: Any fee for document verification and authentication.
• Credit Report Fee: The cost of obtaining your credit report(s) from CIBIL, Experian, Equifax, or CRIF.
• Consultation Fee: Any fee paid for initial or separate consultation services (non-refundable after delivery).
• Dispute Filing Fee: Fee for each dispute letter prepared and filed (non-refundable after filing).
• Payment Gateway Charges: Transaction fees, processing fees, convenience fees.
• GST and Taxes: All applicable taxes paid to the government are non-refundable.

9. Force Majeure

We shall not be liable for any delays or failure to perform, including delays in dispute resolution, caused by force majeure events including but not limited to: credit bureau processing times (30-45 days typical), bank or financial institution response times, postal/courier/electronic transmission delays, government actions, natural disasters, pandemics, technical failures, or cyber attacks. No refunds shall be provided for delays caused by force majeure.

10. Service Warranty

If a dispute filed by us results in removal of an item, but the same item reappears within 90 days due to no fault of yours, we will refile the dispute at no additional cost. This is our sole warranty and does not entitle you to any refund, partial or full.

11. Governing Law & Dispute Resolution

This Refund & Cancellation Policy shall be governed by the laws of India. Any disputes arising from or relating to this policy or any refund request shall be subject to the exclusive jurisdiction of the courts in Delhi NCR, India. You expressly waive any objection to venue or convenience of forum. Before filing any legal proceeding, you agree to attempt good-faith negotiation for 30 days.

12. Grievance Officer

In compliance with the Information Technology Act 2000 and Consumer Protection Act, our Grievance Officer is:

• Name: Grievance Officer
• Email: grievance@cibilrepair.in
• Response Time: Within 30 days

13. Contact Information

• Refunds Email: refunds@cibilrepair.in
• General Email: contact@cibilrepair.in
• Phone: +91 87094 55441
• Address: Delhi NCR, India