Asset Ok · Primeline International
Refunds & cancellation
You can cancel at any time. Work that is done or already initiated is not refunded. Fees for work we have not initiated are refunded within 7 working days, less the payment gateway's charges on that payment.
This policy is part of the Terms of Service of Asset Ok, a brand of Primeline International ("we", "us"). "You" means the registered client.
1. What you can cancel, and what comes back
| What you paid | If you cancel | Refund |
|---|---|---|
| First payment: registration (₹1,499) and the onboarding audit of your first property, together, + GST | Before your KYC is verified | The whole payment, less gateway charges |
| First payment | After your KYC is verified, before the onboarding is initiated | The audit fee, less gateway charges. The registration fee is kept |
| First payment | After the onboarding is initiated, which is when you send us the property's documents | None. Our work has started, and the audit report is yours |
| Onboarding audit of a further property, or a One-Time Property Audit | Before it is initiated | The full fee, less gateway charges |
| Onboarding audit of a further property, or a One-Time Property Audit | After it is initiated | None |
| Monthly plan | At any time | No refund for the month already paid. No further payment is due |
| Yearly plan | At any time | The amount paid, minus the monthly price for each month already started, less gateway charges. If that comes to zero or less, there is no refund |
| Extra visit or storm check visit | Before a Field Officer is assigned | The full fee, less gateway charges |
| Extra visit or storm check visit | After a Field Officer is assigned | None |
| Work on the property or drone footage, paid through us | Before the job is given to the vendor or operator | The full amount, less gateway charges |
| Work on the property or drone footage, paid through us | After the job is given | None from us. If the vendor returns any part of its cost, we pass it on to you |
| Supervision fee, where you pay the vendor directly | Before the job is given to the vendor | The full fee, less gateway charges |
| Help with a government process | Before we prepare or submit the application | The full fee, less gateway charges. Government fees already paid are not refunded |
| Evidence and Satellite add-ons | At any time | Same rule as the plan they are attached to |
| Security agency referral | Not applicable | It is free. The guards are paid to the agency at its own rates |
1.1 A month "starts" on the day your plan began and on the same date each month after that.
1.2 Example for a yearly plan: you paid ₹17,990 + GST for Asset Watch (monthly price ₹1,799) and cancel in the fourth month. Four months at ₹1,799 is ₹7,196. Your refund is ₹17,990 − ₹7,196 = ₹10,794, plus the GST on that amount, less gateway charges.
1.3 "Initiated" means the moment our work on a paid task starts. Until then your Client Portal shows the task as "Paid, not started", with a cancel button. After it, the portal shows "Initiated" with the date and time.
2. Gateway charges
2.1 Gateway charges are the fee the payment gateway or bank kept when you paid us, and any fee it charges to send the refund. They are about 2% for Indian payment methods and about 3% for international cards, plus GST on that fee.
2.2 We deduct only the actual charge. Your refund note shows the amount.
2.3 If you paid by bank transfer (NEFT, IMPS, UPI, SWIFT or Wise) and we were charged nothing, we deduct nothing except the bank's fee for sending the refund, if any.
3. GST on refunds
3.1 When we refund a fee, we also refund the GST charged on the refunded amount and issue a GST credit note.
4. How to cancel
4.1 Email our support address (given at launch) from your registered email address, or use the cancel button in your client portal. Name the property and the plan.
4.2 We confirm your cancellation by email within one working day. The cancellation date is the date of your request.
4.3 If a property has more than one owner, the lead owner named in the Service Agreement may cancel.
4.4 Within 15 days of cancellation we return your property file and email you a copy of your reports, photos and videos. We email you 48 hours before we erase anything, and delete your data within 30 days, as set out in the Privacy Policy. If you took only a One-Time Property Audit and start no plan, we delete your data 60 days after the audit report.
5. How and when refunds are paid
5.1 We pay refunds within 7 working days of confirming the cancellation, to the account or card you paid from. Your bank may take further days to show it.
5.2 Refunds are paid in Indian rupees. If you paid in a foreign currency, your bank converts the refund, and any difference from exchange rates or bank fees is yours.
5.3 We do not pay refunds in cash or to a third party.
6. Renewals
6.1 Monthly plans are paid each month by a payment link, or by a standing instruction (e-mandate) that you set up yourself. We remind you 7 days before each payment is due.
6.2 Yearly plans do not renew by themselves. We send reminders 30 days and 7 days before the year ends, showing the price for the next 12 months. The plan continues only when you pay.
6.3 We never charge a card or account without your action or your e-mandate. You can withdraw an e-mandate at any time through your bank or the payment gateway.
6.4 If a payment is more than 15 days late, we pause visits and tell you by email. If it is more than 45 days late, we treat the plan as cancelled.
7. If we cancel, or cannot serve you
7.1 If we cannot verify your KYC, we refund the registration fee, less gateway charges. If we stop an onboarding because of our stop rules (for example, the ownership papers do not match, a co-owner objects, or the land is in a restricted category) before the audit visit, we refund the audit fee, less gateway charges. Once the audit visit is made, the audit fee is not refunded, and you receive the audit report.
7.2 If we end a plan for our own reasons, we give 30 days' notice and refund every month not yet started, less gateway charges.
7.3 A visit may be delayed by weather, floods, strikes, restricted access or other circumstances outside our control. We tell you by email and make the visit as soon as we can. A delayed visit does not earn a credit or a refund.
7.4 We may end a plan at once, with no refund for the current month, if instructions are given by someone who is not the owner on record, or if our staff are threatened or put at risk.
8. Vendors, agencies and government fees
8.1 Where you pay a vendor, security agency, advocate, surveyor or government office directly, any refund of that payment is between you and them. We help you follow up. Where you paid us for a work on the property, clause 1 applies.
8.2 This policy covers only the fees you pay to us. A fee waived under a free onboarding invitation is ₹0, so nothing is refunded for it. A fee your developer paid for you is refunded to the developer, under its partner agreement.
9. Disputes
9.1 If you disagree with a refund, write to our Grievance Officer. We reply within 7 working days.
9.2 Please contact us before raising a chargeback with your bank. A chargeback freezes the payment and usually takes longer than a refund.
9.3 Nothing in this policy takes away your rights under the Consumer Protection Act, 2019.
10. Changes
10.1 We may change this policy with 30 days' notice by email. The policy in force on the day you paid applies to that payment.