Policy Overview
IndiTrust Solutions, a unit of M/s Nembuli Enterprises (hereinafter referred to as "we," "us," or "Company"), provides third-party business verification and field inspection services across India. This Cancellation and Refund Policy governs all orders placed through our website and governs your rights with respect to cancellations and refunds.
We understand that circumstances can change. This policy is designed to be fair to both our clients and to our field agents who invest time and resources upon order assignment. Please read this policy carefully before placing an order.
Cancellation Rights
Clients may request cancellation of a verification order at any stage, subject to the conditions outlined below. The eligibility for a refund depends on the stage at which the cancellation request is received.
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1Before Assignment: Orders cancelled before a field agent has been assigned are eligible for a full refund of the amount paid.
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2After Assignment, Before Site Visit: If an agent has been assigned but the site visit has not yet commenced, a partial refund of 50% of the order value will be processed.
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3During Site Visit (In Progress): Once the field agent has checked in at the business location via GPS verification, no refund can be issued as the service has been substantially rendered.
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4After Report Submission: Once the inspection report has been submitted and is under admin review or delivered to the client, no refund is applicable.
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5SLA Breach by IndiTrust: If we fail to deliver the report within the committed turnaround time (48 hours for Standard package) without a valid reason, clients are eligible for a full refund or a complimentary re-inspection.
Refund Schedule
The following table outlines the refund percentage applicable based on the stage of the order at the time of the cancellation request:
| Order Stage | Condition | Refund |
|---|---|---|
| Payment Received | Cancelled within 2 hours of payment | 100% Refund |
| Payment Received | Cancelled after 2 hours, before agent assigned | 100% Refund |
| Agent Assigned | Agent assigned but site visit not started | 50% Refund |
| Site Visit In Progress | Agent has GPS checked-in at location | No Refund |
| Report Submitted | Inspection report submitted for review | No Refund |
| Report Delivered | Final report delivered to client | No Refund |
| SLA Breach (Our Fault) | Report delayed beyond 48-hour commitment | 100% Refund |
| Quality Dispute | Report quality found inadequate after review | Re-inspection or Partial Refund |
How to Request a Refund
To initiate a cancellation or refund request, please follow the steps below:
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1Contact Us: Email us at greenlifecustomercare@gmail.com or Whatsapp +91 6380647605 with your Order ID (e.g., VRF-XXXX), the name of the business being verified, and your reason for cancellation.
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2Verification: Our team will verify the order stage in our system within 1 business day and confirm your refund eligibility via email.
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3Approval: Upon approval, the refund will be initiated to your original payment method — UPI, Credit/Debit Card, or Net Banking via Razorpay payment gateway.
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4Credit Timeline: Refunds typically reflect within 5–7 business days after initiation, subject to your bank or payment provider's processing time.
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5Confirmation: You will receive a refund confirmation email with a transaction reference number once the refund has been successfully processed.
Non-Refundable Situations
The following circumstances render an order ineligible for any refund:
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✗Business Not Found / Access Denied: If the field agent visits the provided address and the business is not found or access is denied by the business owner, no refund will be issued as the visit has been conducted.
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✗Incorrect Address Provided: If an incorrect address was provided by the client at the time of order placement and an agent has already been dispatched, no refund is applicable.
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✗Report Already Delivered: Completed and delivered reports — regardless of the client's satisfaction with the findings — are non-refundable.
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✗Change of Mind Post Site Visit: Once the field inspection has been conducted, a change of mind about requiring the service does not qualify for a refund.
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✗Force Majeure Events: Delays or failures caused by natural disasters, government restrictions, strikes, or other events beyond our reasonable control do not entitle the client to a refund.
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✗Convenience Fee / Gateway Charges: Any convenience fees, gateway processing charges, or transaction fees charged by Razorpay or other payment processors are non-refundable.
Quality Disputes & Resolution
We take the quality of our verification reports seriously. If you believe the report delivered does not meet the standards described in our service offering, you may raise a quality dispute within 72 hours of report delivery.
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1Raise a Dispute: Email greenlifecustomercare@gmail.com with your Order ID, specific concerns, and any supporting evidence within 72 hours of receiving the report.
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2Internal Review: Our quality team will review the report, GPS logs, photographs, and agent notes within 3 business days.
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3Resolution Options: Based on findings, we may offer a complimentary re-inspection, a partial refund, or confirm the report's accuracy with detailed explanation.
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4Escalation: Unresolved disputes may be escalated to our senior management team. We aim to resolve all disputes amicably within 7 business days.
Policy Amendments
IndiTrust Solutions reserves the right to modify this Cancellation and Refund Policy at any time. Changes will be effective immediately upon posting on this page. The "Effective Date" at the top of this page will be updated accordingly.
Clients are encouraged to review this policy periodically. Continued use of our services after any amendments constitutes acceptance of the revised policy.
Orders placed prior to a policy update will be governed by the policy in effect at the time of order placement.