Refund Policy

1. Overview

Primelex Solicitors & Advocates ("Primelex") operates as a legal facilitation and case management platform for business debt recovery. All payments made to Primelex are processed through Razorpay, a PCI-DSS compliant payment gateway.

This policy sets out the terms under which refunds may be considered, the process for raising a refund request, and the timelines for resolution.

2. Case Registration Fee — Non-Refundable

The Case Registration Fee is a one-time, non-refundable administrative charge that covers:

• Administrative processing and case onboarding
• Initial legal assessment of the case
• Document review and verification
• Assignment of a case manager
• System and operational costs

By completing payment of the Registration Fee, the Client acknowledges and agrees that this fee is non-refundable except in the circumstances described in Section 3.

3. Circumstances Where Refunds May Be Considered

A refund of the Case Registration Fee may be considered only in the following circumstances:

• Duplicate Payment: If a payment has been made twice for the same case due to a technical error, the duplicate payment will be refunded in full.
• Payment Processing Error: If a payment is debited from your account but the transaction is not recorded in our system due to a technical failure at the payment gateway.
• Case Rejection by Primelex: If Primelex determines, after initial review, that the case cannot be accepted (e.g., the claim is legally not maintainable), the Registration Fee will be refunded in full within 7 business days.
• Incorrect Amount Charged: If the amount charged differs from the agreed fee due to a system error.

Refunds will not be provided in the following circumstances:

• The Client decides to withdraw the case after processing has commenced
• The recovery is unsuccessful
• The Client is dissatisfied with the pace or outcome of proceedings
• The Client has provided incorrect or incomplete information
• Change of mind after payment

4. Renewal Fee

The Renewal Fee of 1% (if applicable) is similarly non-refundable once charged and services have commenced under the renewal period.

5. How to Request a Refund

If you believe you are eligible for a refund as per Section 3, please follow these steps:

6. Refund Timelines

• Refund Decision: 3–5 business days from the date of request
• Refund Credit to Original Payment Method: 5–7 business days after approval
• Bank Processing Time: Additional 2–5 business days depending on your bank

Total time from approval to receipt: typically 7–12 business days.

7. Payment Gateway — Razorpay

All payments are processed through Razorpay. In the event of a payment failure or technical error at the gateway level:

• If money is debited but the transaction fails, Razorpay will automatically refund the amount to your account within 5–7 business days.
• You may also raise a dispute directly with Razorpay at razorpay.com/support.

8. Chargebacks

If you initiate a chargeback through your bank or card provider without first contacting us, Primelex reserves the right to:

• Contest the chargeback with supporting transaction evidence
• Suspend or terminate services for the associated case

We encourage you to contact us directly to resolve any payment disputes before approaching your bank.

9. Currency

All transactions are processed in Indian Rupees (INR). Refunds will be made in INR to the original payment method.

10. Contact for Refund Queries

Primelex Solicitors & Advocates
DBS House, 26 Cunningham Road, Bengaluru, Karnataka – 560052
Phone: +91 94340 04879
WhatsApp: +91 94340 04879
Email: info@primelex.in
Business Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST