Thank you for listing your properties on NorthStay. This Refund and Cancellation Policy outlines the guidelines, timelines, and exceptional conditions surrounding host listing passes and subscription upgrades.
1. Refund Eligibility
Since NorthStay is a digital service platform providing immediate visibility assets, listing passes, and contact leads, we operate under a strict refund policy:
- Listing Upgrades: Upgrades to premium listing passes (1 Month, 3 Months, 6 Months, 1 Year, or Gold) are generally **non-refundable** once payment is processed and visibility services are activated.
- Failed Transactions: If a host is charged but the listing pass fails to activate in the database, the transaction is eligible for an automatic check. We will reconcile the payment logs and activate the pass, or issue a full refund if requested.
- Duplicate Purchases: If a host accidentally purchases duplicate passes for the same listing, a refund for the duplicate transaction will be approved upon request.
2. Processing Timelines
Approved refunds are processed back to the original payment source. The processing timelines are:
- Reconciliation: Issues are audited against Razorpay settlement statements within 1 to 2 business days.
- Credit Processing: Once approved, the amount will be credited to your bank account, card, or UPI wallet within 5 to 7 working days, depending on your financial institution's policies.
3. Cancellation Procedures
Hosts may choose to cancel their listing visibility or delete a property listing at any time:
- Listing Deletion: If you delete a listing before the pass expires, the remaining visibility duration is voided. Deleted listings do not qualify for prorated refunds.
- Pass Expiry: Standard passes expire automatically at the end of their duration. No recurring auto-debits are active, meaning you do not need to manually cancel to prevent future charges.
4. Exceptional Circumstances
Refunds may be considered in writing if:
- A property is rejected by the NorthStay document verification team, provided the host has not previously violated any onboarding safety rules.
- System outages or technical faults prevent listing placement for more than 48 consecutive hours.
5. Support Contacts
For refund requests, transaction disputes, or payment queries, please write to our support desk with your payment reference IDs at:
NorthStay Support Team
Email: support@northstay.in
Subject Line: Billing / Refund Request - [Your Transaction ID]