ProLend – Refund Policy

1. Introduction

ProLend (“we,” “our,” “us”) is committed to providing transparent and fair customer service. This Refund Policy governs refund requests and procedures for payments made through ProLend.

2. Scope and Applicability

This Policy applies to all payments made by borrowers to ProLend, including but not limited to:

• Repayments of loan principal and interest

• Any overpayments made by mistake

• Pre-payments made unintentionally before the due date

Refunds will be processed only under the conditions specified in this Policy.

3. Conditions Under Which Refunds Are Granted

Refunds may be initiated by ProLend only in the following cases:

1. Double Payment

If a borrower makes a repayment (full or partial) more than once for the same due amount (“double payment”), ProLend will refund the extra amount.

2. Overpayment

If an amount paid by the borrower exceeds the outstanding repayment obligation, the excess will be refunded.

3. Premature/Unintentional Repayment

If a borrower repays the outstanding due unintentionally before the scheduled repayment date, ProLend may, at its discretion, refund the amount, subject to verification.

4. Customer Dissatisfaction

If, for any other unforeseen reason, a borrower is not satisfied with our service, they may raise a request for a refund. We will evaluate such requests in good faith and make reasonable efforts to address concerns.

4. Requesting a Refund

To request a refund, the borrower must contact ProLend via support@prolend.in and provide:

• Transaction ID

• Date of transaction

• Amount paid

• Bank account details (or payment method) for refund

• Any relevant supporting documents (e.g., screenshot of payment confirmation)

We may, at our discretion, require further information or evidence before initiating a refund.

5. Refund Processing Time

• If a refund is approved, the refund amount will be credited back to the original payment source (e.g., bank account) within 7 working days from the date of approval, subject to banking or payment partner processing times.

• The exact timeline may vary depending on the bank or payment gateway used.

6. Deductions and Charges

• There will be no refund of processing fees charged by payment gateways, unless otherwise required by law.

• Any excess transaction amount (as per clause 3) will be refunded net of applicable transaction costs, unless ProLend decides otherwise in its sole discretion.

7. Verification and Audit

• Before processing any refund, ProLend reserves the right to verify the transaction, check for duplicate payments, and validate the request.

• We may also require internal audit or review for large refund amounts or suspicious claims.

8. Non-Refundable Circumstances

Refunds will not be provided in the following situations:

• If the repayment is done correctly and there is no overpayment.

• If the repayment is made after loan closure or settlement unless there is a demonstrable overpayment.

• For services already rendered (e.g., loan disbursal) unless specifically covered under this Policy.

• If the borrower fails to provide the required documentation or correct bank/payment details for refund.

9. Communication

• Upon receiving a refund request, ProLend will send an acknowledgment.

• If the refund is approved, we will notify you via email / in-app notification about the estimated date of refund.

• If the refund request is rejected (fully or partially), we will communicate the reasons for rejection in writing.

10. Customer Grievance Redressal

• If you are dissatisfied with the refund outcome, you may escalate your grievance:

1. Through ProLend’s in-app support or customer service channels.

2. If not resolved, escalate to our Grievance Officer:

Email: Grievance@prolend.in

Phone: +91 8368179118 

Address: New Delhi

• We will acknowledge your grievance within 7 working days and aim to resolve it in a timely manner.

11. Policy Amendments

• ProLend reserves the right to modify this Refund Policy at any time, in whole or in part.

• Material changes will be communicated to you via email or in-app notifications.

• Your continued use of our Services after such changes constitutes your acceptance of the revised Policy.

12. Governing Law & Jurisdiction

• This Policy shall be governed by and construed in accordance with the laws of India.

• Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the courts in Delhi.