Refund & Cancellation Policy
Transparent and fair refund policies for all CounselGrid services.
Effective Date: January 2026
Last Updated: February 2026
Policy Version: 1.1
At CounselGrid, we are committed to providing transparent, fair, and client-centric refund policies. We understand that circumstances change, and we've designed our policies to balance client flexibility with fair compensation for our legal professionals.
Quick Navigation
1. Consultation Services
Client-Initiated Cancellations
| Cancellation Window | Refund Amount | Processing Time |
|---|---|---|
| More than 24 hours before scheduled time | 100% refund | 5-7 business days |
| 2-24 hours before scheduled time | 50% refund | 5-7 business days |
| Less than 2 hours before scheduled time | No refund | N/A |
| No-show (client doesn't attend) | No refund | N/A |
Lawyer-Initiated Cancellations
Full 100% refund if the assigned lawyer cancels or is unable to attend:
- Processed automatically within 24 hours
- Option to reschedule with same or different lawyer at no cost
Lawyer No-Show
Full 100% refund if the lawyer fails to appear without notice:
- Automatic refund within 24 hours
- Priority rebooking assistance provided
- Incident reported for quality assurance
2. Document Review Services
Before Review Begins
Full 100% refund if cancelled before a lawyer has started reviewing your documents.
After Review Begins
Partial refund based on work completed:
| Work Completed | Refund Amount |
|---|---|
| Less than 25% | 75% refund |
| 25% - 50% | 50% refund |
| More than 50% | No refund |
Note: Client receives all work completed up to the cancellation point.
Quality Issues
If you're unsatisfied with the quality of document review:
- Contact support within 7 days of delivery
- Our team reviews your concerns
- Eligible cases receive free re-review or full refund
3. Case Management Services
Initial Consultation Phase
- Full refund if cancelled before the case strategy meeting
- 50% refund if cancelled after strategy meeting but before work begins
Active Case Management
Refunds are calculated based on:
- Time elapsed in the service period
- Work completed and deliverables provided
- Costs already incurred (court fees, document fees, etc.)
Minimum retention: Platform fee and any third-party costs already incurred are non-refundable.
Case Handover
If you wish to transfer your case to another lawyer:
- All case files and documentation provided
- Partial refund for unused service period (pro-rated)
- Transition assistance at no additional cost
4. DIY Legal Packages
| Condition | Refund |
|---|---|
| Before accessing any content (within 7 days of purchase) | 100% refund |
| After accessing content | No refund |
| Technical issues preventing access | 100% refund or extended access |
5. Automatic vs Manual Refund Approval
Auto-Approved (Verified)
These scenarios are verified against system records and, when confirmed, trigger instant refunds:
| Scenario | Verification | Refund | Timing |
|---|---|---|---|
| Lawyer cancels appointment | Case record shows lawyer declined | 100% | Instant |
| Duplicate payment detected | Multiple payments of same amount for same case | 100% | Instant |
Verification ensures we only auto-approve when our system confirms the claim, protecting against fraud.
Manual Approval Required
These scenarios require admin review (typically 1–2 business days):
- Lawyer no-show – Cannot be verified from client claim alone
- Technical failure – Cannot be verified from client claim alone
- Client request / Changed mind – Policy-based (partial or full per cancellation window)
- High-value refunds (≥ ₹5,000) – Extra scrutiny
- Excessive refund requests – Fraud prevention (e.g. 3+ per month)
6. Refund Request Process
How to Request a Refund
Option 1: Through the App
- Go to your case/booking details
- Click "Request Refund"
- Select your reason and provide details
- Submit the request
Option 2: Through Support
- Email: refunds@counselgrid.com
- Include: Order ID, reason for refund, preferred resolution
Processing Timeline
| Refund Type | Approval Time | Credit Time |
|---|---|---|
| Auto-approved (verified, see Section 5) | Instant | 5-7 business days |
| Manual approval required | 1-2 business days | 5-7 business days |
| Disputed/Complex cases | 5-7 business days | 5-7 business days after approval |
Fraud Prevention
To protect against abuse, CounselGrid applies:
- Verification – Lawyer-cancelled and duplicate-payment claims are verified against records
- High-value review – Refunds above ₹5,000 require manual approval
- Monthly limits – Excessive refund requests may require review
- Audit trail – All refund actions are logged for compliance
Refund Methods
- Refunds are credited to the original payment method
- UPI payments: Credited within 24-48 hours
- Card payments: Credited within 5-7 business days
- Bank transfers: Credited within 7-10 business days
7. Non-Refundable Items
The following are not eligible for refunds:
- Platform convenience fees (₹29 or as applicable)
- Government fees, court fees, or stamp duties paid on your behalf
- Third-party verification or background check fees
- Services fully rendered and accepted
- Promotional credits or bonus amounts
- Gift card purchases (transferable but not refundable)
8. Dispute Resolution
Quality Disputes
If you believe the service quality was unsatisfactory:
- Contact our Quality Assurance team within 14 days
- Provide specific details about the issues encountered
- Our team reviews the case within 5 business days
- Resolution options: Free service redo, partial/full refund, or credit
Billing Disputes
For billing-related concerns:
- Contact support with transaction details
- We investigate within 3 business days
- Valid disputes resolved with appropriate refund/credit
Escalation
If unsatisfied with the initial resolution:
- Email: escalations@counselgrid.com
- Response within 48 hours from senior management
- Final decision provided within 7 business days
9. Special Circumstances
Medical Emergencies
- Documentary proof required (medical certificate)
- Full refund regardless of cancellation window
- Future booking credit as goodwill gesture
Natural Disasters / Force Majeure
- Full refund for affected bookings
- No cancellation penalties applied
- Flexible rebooking options provided
Death in Family
- Full refund with condolence gesture
- Documentary proof may be requested
- Extended validity on any credits issued
10. Contact Information
Refund Requests
Email: refunds@counselgrid.com
In-App: Settings → Help → Request Refund
Policy Questions
Email: privacy@counselgrid.com
Help Center: help.counselgrid.com
Escalations
Email: escalations@counselgrid.com
Legal Disclaimer
This refund policy is designed to be fair and transparent. However, CounselGrid reserves the right to:
- Deny refund requests that appear fraudulent
- Modify refund amounts in cases of policy abuse
- Terminate accounts with excessive refund requests
- Pursue legal action for chargebacks on legitimately rendered services
All disputes are subject to arbitration as per the CounselGrid Terms of Service, with jurisdiction in Hyderabad, India.
By using CounselGrid services, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.