Refund and Cancellation Policy

REFUND AND CANCELLATION POLICY Last Updated on: 18/03/2026 1. INTRODUCTION This Refund and Cancellation Policy (“Policy”) governs the refund terms applicable to users (“Users” / “Customers”) of the Loop-Ex platform (website and/or mobile application) (“Platform”) that facilitates connections between Users and independent third-party service professionals mentioned in the platform as experts (“Experts”). By using the Platform and making payment of the facilitation fee, the User agrees to be bound by this Policy. 2. NATURE OF SERVICE 2.1 The Platform acts solely as an intermediary to connect Users with Experts based on the User’s requirements. 2.2 The Platform does not provide the underlying expert services and does not guarantee the quality, outcome, or suitability of any Expert. 2.3 A nominal facilitation fee of INR 49 (“Facilitation Fee”) is charged for enabling access to Expert details and/or initiating connection. 3. GENERAL REFUND PRINCIPLE 3.1 The Facilitation Fee is non-refundable once the User has been provided access to Expert information or connection has been initiated. 3.2 Refunds, if any, shall be strictly governed by the limited exceptions set out in this Policy. 3.3 The burden of proof for claiming a refund lies on the User. 4. ELIGIBLE REFUND SCENARIOS Refund requests may be considered only under the following circumstances: 4.1 Technical Failure Attributable to Platform A full refund may be granted if: • The payment was successfully debited, but • The Platform failed to provide access to Expert details or connection due to a verified technical error, and • The issue is reported within 48 hours of payment. 4.2 Duplicate Payment A refund may be issued where: • The User has been charged more than once for the same transaction due to a system error, and • Sufficient proof of duplicate payment is provided. 4.3 Non-Availability of Expert A refund may be considered if: • The Platform is unable to provide any relevant Expert connection within a reasonable time (typically 72 hours), and • The User has not already accessed any Expert contact details. 5. NON-REFUNDABLE SCENARIOS No refund shall be granted under the following circumstances: 5.1 User Dissatisfaction • Dissatisfaction with the Expert’s advice, conduct, pricing, or outcome • Mismatch of expectations regarding service quality 5.2 User Decision • Change of mind after payment • Failure to contact the Expert after receiving details 5.3 Incorrect Information Provided by User • Inaccurate requirements leading to unsuitable Expert matching 5.4 Expert-Related Issues • Non-responsiveness of Expert after contact details are shared • Disputes between User and Expert (Users must resolve such issues directly with the Expert. The Platform bears no liability.) 5.5 Partial Usage • Once any Expert contact information is accessed, the service is deemed delivered. 6. REFUND PROCESS 6.1 To request a refund, the User must: • Submit a request via the Platform’s designated support channel • Provide transaction details, date, and reason for refund • Attach supporting evidence (screenshots, payment proof, etc.) 6.2 Timeline: • Refund requests must be raised within 48 hours of transaction • Requests submitted beyond this period may be rejected 6.3 Review: • The Platform reserves the right to verify claims before approval • Additional information may be requested 7. MODE OF REFUND 7.1 Approved refunds shall be processed to the original payment method used by the User. 7.2 Refund timelines: • Typically within 5–10 business days, subject to banking/payment gateway timelines 8. PLATFORM DISCLAIMERS 8.1 The Platform: • Does not guarantee that any Expert will respond or accept engagement • Does not verify the accuracy, credentials, or legality of Expert services beyond reasonable checks • Is not responsible for any advice, services, or outcomes provided by Experts 8.2 The Facilitation Fee is charged solely for: • Access to the Platform ecosystem • Listing and connection facilitation services 9. LIMITATION OF LIABILITY 9.1 To the maximum extent permitted by law: • The Platform’s total liability in relation to any refund claim shall not exceed INR 49 • The Platform shall not be liable for any indirect, consequential, or incidental damages 10. FRAUD AND ABUSE 10.1 The Platform reserves the right to: • Reject refund requests suspected to be fraudulent or abusive • Suspend or terminate accounts engaging in refund misuse 11. MODIFICATIONS 11.1 The Platform reserves the right to amend this Policy at any time. 11.2 Updated versions shall be effective upon publication on the Platform. 12. GOVERNING LAW AND DISPUTE RESOLUTION 12.1 This Policy shall be governed by the laws of India. 12.2 Any disputes shall be subject to the exclusive jurisdiction of courts at Bengaluru, India alone. 13. CONTACT INFORMATION For refund requests or queries, Users may contact: • Email: refund@loop-ex.com • Support: info@loop-ex.com IMPORTANT NOTE TO USERS: By making payment, you acknowledge that you are paying a nominal facilitation fee for connection services only, and not for the actual expert services. Refunds are limited and subject to strict conditions as outlined above.