This policy covers all refunds for transactions processed through the PGverse platform — including rent payments, platform subscription fees, and facilitated security deposits. Refunds for the underlying tenancy agreement are governed by the terms between the tenant and the PG owner.
Quick Reference Overview
Here's a summary of refund eligibility across different payment types:
| Payment Type | Refundable? | Condition | Timeline |
|---|---|---|---|
| Rent (paid via PGverse) | Partial | Technical error or duplicate charge only | 5–7 business days |
| Failed transaction (amount deducted) | Yes | Amount deducted but payment not confirmed | 3–5 business days |
| Owner subscription — within 7 days | Yes | No PG listed yet; requested within 7 days | 7–10 business days |
| Owner subscription — after 7 days | No | — | — |
| Security deposit (held by PGverse) | Conditional | Per agreement terms and vacancy notice | 15–30 days post vacating |
| Convenience / platform fee | No | Non-refundable in all cases | — |
Rent Payments
Rent paid through PGverse is transferred to the PG owner and is generally non-refundable, as it represents payment for accommodation already availed or committed to. However, a refund is processed in these specific situations:
- Duplicate payment: If the same rent is paid twice in a transaction cycle, the duplicate amount is fully refunded
- Technical overcharge: If a technical error causes an amount higher than the stated rent to be deducted
- Payment processed for wrong month: If a confirmed payment is attributed to the wrong billing cycle due to a platform error
Note: Requests for rent refunds due to disputes with the PG owner (e.g., vacating early, amenity issues) must be resolved directly with the owner. PGverse can facilitate mediation but is not liable for these refunds.
Failed Transactions
If your payment fails — but the amount is still deducted from your bank account or wallet — here's what happens:
- The payment gateway automatically initiates a reversal within 48 hours in most cases
- If the amount is not reversed within 5 business days, contact us with your transaction ID and bank statement
- We coordinate with the payment gateway and ensure the full amount is returned to your original payment source
- No convenience fee is charged for failed transactions
Failed transaction refunds are our highest priority. We target resolution within 3–5 business days of your complaint being logged.
PG Owner Subscription Plans
PGverse offers monthly and annual subscription plans for PG owners. The refund terms are:
Monthly Plans
- Within 7 days of purchase: Full refund if no PG has been listed on the platform
- After 7 days: No refund for the current billing period. Cancellation stops future billing immediately.
Annual Plans
- Within 7 days of purchase: Full refund if no PG has been listed
- After 7 days but within 30 days: Pro-rated refund for unused months, minus a 10% processing fee
- After 30 days: No refund. Subscription remains active until the annual term ends.
Downgrade / Plan Change
- Downgrading to a lower plan takes effect at the next billing cycle. No partial refund for the current period.
- Upgrading is prorated — you pay only the difference for the remaining period.
Security Deposits
Where PGverse holds the security deposit on behalf of a PG (not all PGs use this feature), the following applies:
- Security deposit refund eligibility is governed by the tenancy agreement signed between the tenant and PG owner
- PGverse releases the deposit to the tenant within 15–30 days of vacating, after receiving a "No Objection" confirmation from the PG owner
- Deductions from the deposit (for damages, unpaid dues, etc.) require documented justification from the owner. Tenants may contest deductions through our dispute mechanism.
- Tenants who vacate without giving the agreed notice period may forfeit part or all of the deposit
If your PG owner holds the deposit directly (not via PGverse), the refund is entirely governed by your agreement with them. PGverse can assist with mediation but cannot enforce or disburse these amounts.
Refund Timeline
Once a refund is approved, here's how long it takes to reach your account:
| Refund Method | Estimated Time |
|---|---|
| UPI (GPay, PhonePe, Paytm, etc.) | 1–3 business days |
| Credit Card | 5–7 business days |
| Debit Card | 5–7 business days |
| Net Banking (IMPS/NEFT) | 3–5 business days |
| Wallet (Paytm Wallet, etc.) | 1–2 business days |
| Security Deposit (bank transfer) | 15–30 days post vacating |
These timelines begin from the date the refund is approved and initiated by PGverse — not from the date of your request. Processing time at your bank or card issuer is outside our control.
How to Claim a Refund
To request a refund, follow these steps:
Email us at [email protected]
Include your registered phone number, transaction ID, amount, date of payment, and reason for the refund request.
We Review Within 48 Hours
Our team reviews your request and may ask for additional documents (e.g., bank statement screenshot for failed transactions).
Approval & Initiation
If eligible, we initiate the refund to your original payment source within 2 business days of approval.
Confirmation Email
You receive a confirmation email with the refund reference number. The amount reflects in your account per the timeline above.
Non-Refundable Items
The following are not eligible for refunds under any circumstances:
- Convenience fees or platform processing charges
- Rent paid for a period already availed (including partial months)
- Subscription fees after the 7-day / 30-day windows (as applicable)
- Payments made outside the PGverse platform (e.g., cash, direct UPI to owner)
- Amounts deducted from security deposit by the owner for valid, documented reasons
- Promotional credits, referral bonuses, or cashback issued by PGverse
Dispute Resolution
If you disagree with a refund decision, here's how to escalate:
- Step 1: Reply to the refund decision email stating your objection with supporting evidence
- Step 2: If unresolved within 7 days, email [email protected] with subject "Refund Escalation — [your transaction ID]"
- Step 3: Our Grievance Officer reviews and responds within 15 working days
- Step 4: Unresolved disputes may be escalated to arbitration per our Terms of Use
You may also file a complaint with the relevant consumer forum under the Consumer Protection Act, 2019.
Contact Us
For refund-related queries, reach us through: