Refund Policy

1. What this policy covers

Two kinds of money move through Neighby, and refunds work differently for each:

Society subscriptions

What a society pays Neighby for the admin panel and committee tools. This policy sets the refund rules for these.

Maintenance dues

What residents pay their society — maintenance, penalties, interest and other charges. This money belongs to the society, and the society decides refunds.

Residents pay Neighby nothing to use the app, so there is nothing for a resident to refund from us.

2. Maintenance dues paid to your society

• Amounts, due dates, penalties and interest are set by your society’s committee. Neighby shows and records them; it does not decide them.
• If you think a bill is wrong, or you paid it twice, ask your committee. Refunds and adjustments are made by the society under its bylaws.
• Where a payment through the app was charged twice, or charged but not recorded against your bill, we will help your committee trace it with our payment partner so the society can correct or reverse it.

3. Society subscriptions

• Subscriptions are billed to the society, monthly or annually, as set out in its order or invoice.
• Once a billing period has started and the admin panel is active, the fee for that period is not refundable, except in the cases in section 4.
• A society can cancel at any time. Cancellation takes effect at the end of the current billing period, and we will not bill the next one.
• Annual plans are not refunded pro rata for unused months, unless the society’s order says otherwise.
• Set-up and onboarding fees are not refundable once onboarding has been done.

4. When we refund a subscription

We refund the affected amount in full when:

• the society was charged twice for the same billing period;
• the society paid but the admin panel was not activated because of a fault on our side that we did not fix within 7 days;
• the society was charged for a period after it had cancelled in time; or
• the society was charged more than its order says — we refund the difference.

5. When we do not refund

• The society changes its mind, or stops using Neighby, during a billing period that has already started.
• Features were not used, or residents did not join.
• The account was suspended for breaking our Terms & Conditions or Content Policy.
• The amount in question is a maintenance due — that is the society’s money and the society’s decision (section 2).

6. How to ask for a refund

A committee office-bearer, or whoever made the payment, can write to support@neighby.in with the subject "Refund request" and:

• the society’s name;
• the invoice number and the payment reference;
• the date and amount paid; and
• what went wrong.

7. What happens next

• We acknowledge the request within 2 working days.
• We decide within 7 working days of having everything we need, and tell you why if we say no.
• An approved refund goes back to the original payment method. Banks usually show it within 5 to 10 working days.
• Refunds include the GST charged on the refunded amount, and we issue a credit note for it.

8. Payment partner

Online payments are processed by our payment partner. We never receive or store full card or UPI details. If a problem is with the payment itself, you can also raise it with your bank or the payment partner directly.

9. If you are not satisfied

If you disagree with a refund decision, write to our Grievance Officer:

10. Changes to this policy

The date at the top shows when this policy last changed. A change never applies to a payment made before it. See also our Terms & Conditions.