PAYMENT & REFUND POLICY

1. Introduction

This Payment & Refund Policy ("Policy") sets forth the terms governing payments, billing, cancellations, and refunds for all products and services offered by Roots to Loft Private Limited ("Roots to Loft", "RTL", "we", "our", or "us") through our official website [www.rootstoloft.com], mobile applications, and authorised offline centers.

This Policy forms an integral part of our Terms of Service and must be read in conjunction with our Privacy Policy and Cookies Policy.

By making any payment, purchase, or booking through RTL, you ("User", "Customer", or "Member") agree to abide by the terms stated herein.

2. Scope of Application

This Policy applies to all transactions and services rendered by RTL, including but not limited to:

• Coworking memberships and workspace rentals
• Event, meeting, and training room bookings
• Consulting, incubation, and workplace wellness services
• Franchise and partner onboarding fees
• Digital subscriptions and online add-on services (e.g., tender assistance, consulting, etc.)
• Any other products or services offered through RTL's physical or digital channels

3. Pricing & Taxes

• All prices displayed or quoted by RTL are in Indian Rupees (INR).
• Prices are exclusive of taxes unless specifically stated otherwise. Applicable Goods and Services Tax (GST) and statutory levies will be added at the time of billing.
• RTL reserves the right to revise prices without prior notice. Such changes will not affect transactions that are already confirmed and paid.
• Promotional discounts, coupon codes, or special offers are subject to validity periods, availability, and specific terms announced at the time of offer.

4. Accepted Modes of Payment

RTL accepts secure digital and offline payments via the following methods:

1. Online Payments: Credit/Debit Cards, Net Banking, UPI, and Wallets (Paytm, PhonePe, Google Pay, etc.)
2. Bank Transfers: NEFT, RTGS, or IMPS to RTL's designated account
3. Offline Payments: Cheque, Demand Draft, or authorised cash deposit at RTL offices

All online transactions are processed through PCI-DSS-compliant payment gateways (e.g., Razorpay, Stripe, PayPal) as per RBI's Payment Aggregator Regulations (2021).

RTL does not store or have access to users' card or banking credentials.

5. Payment Terms & Billing

• Full payment is required at the time of booking, subscription, or renewal, unless otherwise agreed in writing.
• For corporate or franchise clients, separate billing terms may be defined in a formal agreement.
• Delayed payments may attract interest or late fees as per contractual terms.
• Services will be activated only upon successful payment confirmation.

5.1 Invoices & Receipts

• RTL issues GST-compliant invoices for all payments received.
• Invoices are sent to the customer's registered email or made available through the RTL member dashboard.
• Duplicate invoices may be requested via accounts@rootstoloft.com.

6. Refund Eligibility

Refunds are governed by the nature of service, as detailed below.

RTL follows a "No Refund Once Service Commences" policy, except in cases of verified technical or operational error directly attributable to RTL.

No refunds will be issued for:

• Change of mind or personal preference after service delivery
• Non-utilisation of booked facilities
• Delays or failures caused by third-party vendors or external circumstances

7. Refund Process & Timelines

1. Submit refund requests via accounts@rootstoloft.com, including:
   • Payment ID or invoice number
   • Service name and refund reason
   • Proof of payment (if applicable)
2. Approved refunds will be processed within 7–10 business days.
3. Refunds are credited via the original payment mode only.
4. Offline refunds (cheque/DD/cash payments) will be processed via NEFT/IMPS to the registered bank account.
5. A confirmation email will be sent upon successful refund completion.

8. Cancellation Policy

• Cancellations must be made via email or through the RTL dashboard.
• A cancellation is valid only after written confirmation from RTL.
• Promotional or discounted bookings may be non-cancellable as per the specific offer terms.
• RTL reserves the right to cancel bookings due to technical, maintenance, or safety reasons, offering either a full refund or rescheduling option.

9. Payment Failures & Chargebacks

• In case of payment failures where funds are debited, please allow up to 48 hours for automatic reconciliation.
• If unresolved, contact support@rootstoloft.com with transaction details.
• RTL reserves the right to:
  • Suspend services pending chargeback resolution,
  • Recover outstanding dues,
  • Report chargeback misuse as per RBI guidelines.

Chargebacks will follow the policies of your issuing bank and relevant RBI circulars.

10. Security & Compliance

• All payment data is secured via SSL/TLS encryption.
• Payment gateways are PCI-DSS Level 1 certified.
• RTL never requests passwords, OTPs, or sensitive financial information through calls, SMS, or email.
• Users are solely responsible for maintaining account security. RTL will not be liable for unauthorised use resulting from user negligence.

11. GST & Tax Compliance

• All RTL services are subject to GST as per Indian taxation laws.
• Invoices reflect applicable details including GSTIN, SAC codes, tax breakdowns, and amounts.
• Customers can claim Input Tax Credit (ITC) using the same GSTIN as billed.
• International clients may be eligible for tax exemptions as per Foreign Trade Policy and RBI regulations.

12. Dispute Resolution

• All payment-related disputes must first be reported to accounts@rootstoloft.com.
• If unresolved, disputes shall be governed by Indian law and subject to the exclusive jurisdiction of Ernakulam, Kerala courts.
• RTL aims to resolve all disputes amicably before legal escalation.

13. Exceptions & Force Majeure

RTL shall not be liable for delays or failures in service delivery caused by:

• Payment gateway or banking network outages
• Internet or system failures
• Acts of government, natural disasters, or force majeure events

Refunds or rescheduling under such conditions will be handled on a best-effort basis.

14. Contact Information

Accounts & Finance Department – Roots to Loft

• 📧 Email: accounts@rootstoloft.com
• 📞 Phone: +91 62388 04001
• 🏢 Address: Roots to Loft Private Limited, 1st Floor, Moonikkattil Towers, Kothamangalam, Ernakulam, Kerala, India
• 🕒 Working Hours: Monday – Friday, 10:00 AM to 5:00 PM IST

Escalations: Unresolved cases may be directed to the Grievance Officer – Legal & Compliance at privacy@rootstoloft.com.

15. Policy Updates

RTL reserves the right to amend this Policy periodically to comply with legal, financial, or operational updates.

All revisions will take effect upon publication on the website with an updated "Last Updated" date.

Continued use of RTL services implies acceptance of the revised terms.

16. Wallet, Prepaid Credits & Redemption Policy

16.1 Overview

The Roots to Loft Wallet ("RTL Wallet") is a prepaid credit system that allows members to load funds for future service use.

Wallet balances can be redeemed exclusively within the RTL ecosystem for workspace rentals, services, and authorised purchases.

16.2 Nature of the Wallet

• The RTL Wallet is a closed-loop prepaid system, not a bank account or savings instrument, and earns no interest.
• Wallet balances cannot be withdrawn, transferred, or exchanged for cash.
• Funds are valid only for RTL services and partner offerings.

16.3 Permitted Usage

Wallet credits can be used for:

• Workspace rentals, meeting and event bookings
• RTL services such as consulting, tender assistance, and wellness programs
• Stationery, printing, refreshments, and on-premise purchases
• Membership renewals and service upgrades
• Partner services approved by RTL

Not Permitted For:

• External or third-party transactions
• Franchise fees or investment programs
• Government fees or statutory payments
• Conversion to gift cards or cash equivalents

16.4 Loading / Recharging

• Wallet top-ups may be made via UPI, card, or net banking.
• Minimum load amount: ₹500
• Maximum balance: ₹10,000 (as per RBI Closed PPI guidelines)
• Wallet funds are non-interest-bearing and non-transferable.

16.5 Validity & Expiry

• Each top-up remains valid for 12 months from the date of credit.
• Unused balances expire automatically post-validity and cannot be reinstated.
• Extensions may be provided at RTL's discretion under promotional programs.

16.6 Refunds & Cancellations

• Wallet top-ups are non-refundable.
• Refunds from cancelled bookings (if applicable) are credited back to the wallet.
• Misuse or policy violations may result in forfeiture of wallet balance.

16.7 Security & Misuse

• Users are responsible for securing their credentials.
• RTL may suspend wallets in cases of suspected fraud or misuse.
• RTL shall not be liable for losses due to unauthorised access unless caused by RTL system failure.

16.8 GST & Billing

• GST applies at the time of service redemption, not wallet loading.
• A tax invoice will be issued upon utilisation of wallet credits.

16.9 Account Closure & Settlement

• Wallet credits are non-refundable upon account closure.
• Balances may be adjusted against outstanding dues.
• In the event of policy discontinuation, RTL will provide 30 days' notice for utilisation.

16.10 Compliance & Disputes

• RTL Wallet complies with RBI's Master Directions on Prepaid Payment Instruments (PPIs).
• Wallet-related grievances can be raised at support@rootstoloft.com and will be resolved per Clause 12.

Summary of Key Wallet Rules