Refund Policy
Understanding our refund terms and conditions for investment products and services.
This Refund Policy governs the terms and conditions for refunds related to investments made through NRG Infra NetZero Private Limited's investment platform and services. This policy is designed to comply with Indian consumer protection laws, SEBI regulations, and the Consumer Protection Act, 2019.
By making an investment through our platform, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy along with our Terms and Conditions.
Investments are subject to market risks. The value of investments may go up or down based on market conditions, project performance, and various economic factors. Past performance does not guarantee future results.
- • Renewable energy projects involve inherent business and market risks
- • Returns are not guaranteed and depend on project performance
- • Market conditions may affect the value of your investment
- • Early withdrawal may result in penalties or reduced returns
Eligible for Refund
- • Cooling-off Period: Full refund within 7 days of investment (before project deployment)
- • Technical Errors: Payment processing errors or duplicate transactions
- • Unauthorized Transactions: Fraudulent or unauthorized payments
- • Service Failure: Failure to provide promised investment services
- • Misrepresentation: Material misrepresentation of investment terms
- • Regulatory Issues: Investment cancelled due to regulatory non-compliance
Not Eligible for Refund
- • Market Performance: Poor investment performance due to market conditions
- • Change of Mind: Investor's change of investment preference after cooling-off period
- • Deployed Projects: Investments in projects that have already been deployed
- • Partial Returns: Requests for partial refunds of ongoing investments
- • Force Majeure: Losses due to natural disasters, government actions, or unforeseeable events
- • Completed Tenure: Investments that have completed their investment tenure
Step 1: Submit Refund Request
- • Email your refund request to refunds@netzero.co.in
- • Include your investment ID, transaction details, and reason for refund
- • Attach supporting documents (if applicable)
- • Provide your bank account details for refund processing
Step 2: Request Review
- • Our team will review your request within 3-5 business days
- • We may request additional information or documentation
- • You will receive an acknowledgment email with a reference number
- • Complex cases may require up to 15 business days for review
Step 3: Decision Communication
- • You will receive a written decision via email
- • If approved, refund processing timeline will be provided
- • If rejected, detailed reasons will be explained
- • Appeal process information will be included if applicable
Step 4: Refund Processing
- • Approved refunds will be processed within 7-10 business days
- • Refunds will be credited to your original payment method
- • Bank transfer may take additional 2-3 business days
- • You will receive a refund confirmation email
Cooling-off Period Refunds
- • Request: Within 7 days of investment
- • Processing: 3-5 business days
- • Refund: 100% of investment amount
- • Timeline: 7-10 business days total
Technical Error Refunds
- • Request: Within 30 days of transaction
- • Processing: 1-3 business days
- • Refund: 100% of transaction amount
- • Timeline: 3-5 business days total
Service Failure Refunds
- • Request: Within 90 days of issue
- • Processing: 10-15 business days
- • Refund: Varies based on circumstances
- • Timeline: 15-20 business days total
Regulatory Refunds
- • Request: Automatic processing
- • Processing: 15-30 business days
- • Refund: As per regulatory guidelines
- • Timeline: 30-45 business days total
In certain circumstances, refunds may be subject to deductions:
Administrative Charges
- • Processing fee: ₹500 or 1% of investment amount (whichever is lower)
- • KYC and documentation charges: ₹200
- • Bank transfer charges: As applicable
Project-Specific Deductions
- • Deployment costs already incurred: Actual costs
- • Third-party service charges: As applicable
- • Legal and compliance costs: If applicable
Tax Implications
- • TDS deducted at source (if applicable)
- • GST on service charges
- • Capital gains tax implications (consult tax advisor)
Force Majeure Events
In case of natural disasters, government actions, war, pandemic, or other unforeseeable events that affect project performance, refunds will be processed as per the specific circumstances and regulatory guidelines applicable at the time.
Regulatory Changes
If regulatory changes affect the viability of investments, we will work with investors to find suitable alternatives or process refunds as per the new regulatory framework.
Company Dissolution
In the unlikely event of company dissolution, investor refunds will be processed as per the Companies Act, 2013, and investors will be treated as creditors in the liquidation process.
Internal Escalation
- • Level 1: Customer Service Team (refunds@netzero.co.in)
- • Level 2: Senior Management (escalation@netzero.co.in)
- • Level 3: Grievance Officer (grievance@netzero.co.in)
- • Response time: 15 business days at each level
External Forums
- • Consumer Forums under Consumer Protection Act, 2019
- • SEBI Investor Grievance Portal (if applicable)
- • Ombudsman services for financial disputes
- • Arbitration as per Terms and Conditions
Basic Documents
- • Investment confirmation email
- • Transaction receipt/proof of payment
- • Bank account details for refund
- • Identity proof (PAN/Aadhaar)
Additional Documents (if applicable)
- • Medical certificates (for health-related issues)
- • Legal notices (for disputes)
- • Bank statements (for unauthorized transactions)
- • Communication records with our team
Refund Department
Grievance Officer
Registered Office
NRG Infra NetZero Private Limited
[Complete Address]
[City, State - PIN Code]
India
This Refund Policy may be updated from time to time to reflect changes in our services, legal requirements, or business practices. We will notify existing investors of any material changes via email and post the updated policy on our website. Continued use of our services after such changes constitutes acceptance of the updated policy.
This Refund Policy is designed to comply with the Consumer Protection Act, 2019, SEBI regulations, and other applicable Indian laws. In case of any conflict between this policy and applicable law, the provisions of the law shall prevail.