Refund Policy

Expert Matter is committed to delivering high-quality professional services. We offer refunds under the following circumstances:

• Service Not Initiated: If we have not commenced work on your engagement within the agreed-upon timeline, you are entitled to a full refund of the professional service fees paid
• Service Delivery Failure: If Expert Matter is unable to deliver the agreed-upon service due to reasons attributable to us or our partnered professionals, you are eligible for a full refund
• Milestone Non-Compliance: If specific milestones defined in your service agreement are not met within the committed timeframe (with a 15-day grace period), you may claim a partial refund proportional to the undelivered milestones
• Duplicate Payment: Any accidental duplicate payments will be refunded in full within 7 business days of identification or notification
• Quality Concerns: If the delivered work does not meet the professional standards outlined in your service agreement, and we are unable to rectify the issues within 14 days of your written complaint, a partial or full refund may be applicable

To request a refund, please follow the process outlined below:

• Submit a written refund request to atexpertmatter@gmail.com with your engagement ID, invoice number, and a detailed description of the reason for the refund
• Our case review team will acknowledge your request within 2 business days
• A thorough review of your case will be conducted within 7 business days, during which we may request additional information or documentation
• You will receive a written decision via email outlining whether your refund has been approved (in full or in part), along with the rationale
• If you disagree with the decision, you may escalate the matter to our Grievance Officer within 15 days of receiving the decision

All refund requests must be submitted within 30 days of the event giving rise to the refund claim. Requests received after this period will be evaluated on a case-by-case basis at Expert Matter's discretion.

Once a refund is approved, the following timelines apply:

• Credit/Debit Card payments: 7–10 business days from the date of approval
• UPI/Net Banking payments: 5–7 business days from the date of approval
• NEFT/RTGS payments: 3–5 business days from the date of approval
• Cheque payments: 15–20 business days from the date of approval

Refunds are processed to the original payment method used for the transaction. In exceptional cases, and with prior written agreement, refunds may be issued via an alternative method. Please note that bank processing times are beyond our control, and actual credit timelines may vary slightly.

The following charges and fees are non-refundable under any circumstances:

• Government fees, stamp duties, and statutory charges that have been paid to government bodies or regulatory authorities on your behalf
• Filing fees remitted to the Registrar of Companies (ROC), Trademark Registry, Patent Office, or any other government agency
• Third-party costs incurred with your prior approval, including notarisation, apostille, translation, or courier charges
• Professional service fees for work that has been completed and delivered in accordance with the service agreement
• Consultation fees for completed advisory sessions, whether in-person, telephonic, or via video conference
• Subscription plan fees after the first 7 days of the billing cycle, unless covered by the Service Delivery Failure clause

For transparency, all government fees and third-party costs are itemised separately in your invoice. You will always know which charges are refundable and which are not before making a payment.

If you wish to cancel an ongoing engagement, the following terms apply:

• Cancellation before work commences: Full refund of professional service fees (government fees already remitted are non-refundable)
• Cancellation after work has commenced: Refund of professional service fees proportional to the uncompleted portion of work, less any costs already incurred
• Cancellation of subscription plans: Prorated refund for the unused portion of the current billing cycle, provided cancellation is requested within the first 30 days

Cancellation requests must be submitted in writing to atexpertmatter@gmail.com with your engagement ID and the reason for cancellation.

If you are dissatisfied with a refund decision, you have the right to escalate the matter through the following channels:

• Level 1 — Case Manager: Raise the concern with your assigned case manager for initial review and resolution within 5 business days
• Level 2 — Grievance Officer: If unresolved, escalate to our Grievance Officer at atexpertmatter@gmail.com. The Grievance Officer will provide a written response within 15 business days
• Level 3 — Mediation: If the dispute remains unresolved, either party may propose mediation through a mutually agreed mediator. Mediation costs shall be borne equally by both parties
• Level 4 — Arbitration: As a final recourse, disputes shall be resolved through arbitration in accordance with the Arbitration and Conciliation Act, 1996, with the seat of arbitration in New Delhi, India

Expert Matter is committed to resolving all refund disputes fairly and transparently. We aim to reach a mutually acceptable resolution at the earliest possible stage.

For any questions, concerns, or requests regarding refunds, please reach out to us:

• Refund Requests: atexpertmatter@gmail.com
• General Support: atexpertmatter@gmail.com
• Grievance Officer: atexpertmatter@gmail.com
• Phone: +91 8595042229 (Monday to Saturday, 9:00 AM – 6:00 PM IST)
• Address: Expert Matter Pvt. Ltd., 4th Floor, Tower B, Sector 62, Noida, Uttar Pradesh 201301, India