This Refund and Cancellation Policy explains the circumstances under which MSME Prime (the “Firm”) provides refunds for payments made through msmeprime.com, and the procedure for requesting and processing such refunds. This Policy must be read together with our Terms of Service and our Privacy Policy.
All amounts referred to in this Policy are in Indian Rupees (INR) and exclude 18% Goods and Services Tax (GST). GST collected on a refunded amount will also be refunded in accordance with applicable tax laws.
| Service | Fee | Refund eligibility |
|---|---|---|
| Initial Consultation | ₹15,000 + GST | Full refund if cancelled at least 24 hours before scheduled time; no refund thereafter, but free rescheduling permitted up to 2 hours before scheduled time. |
| Emergency Response | ₹25,000 + GST | Full refund if cancelled before the 4-hour SLA clock starts; pro-rata refund for unused portion of work if cancelled after work has begun and before delivery. |
| Custom Engagement Deposit | ₹25,000 + GST | Full refund if cancelled before matter assessment commences; no refund once assessment work has begun, but the deposit is applied to the engagement fee if you proceed. |
| Digital Products | ₹299 – ₹3,999 + GST | No refund once the document has been delivered, except where (i) the file is corrupt/undeliverable, (ii) duplicate payment, or (iii) clearly identifiable technical failure on our side. |
Detailed terms for each category appear in the sections that follow. Where this summary conflicts with a specific section, the specific section prevails.
If the Firm cancels or significantly postpones an Initial Consultation for any reason — including unavailability of the assigned advocate — you may choose between (a) rescheduling at no extra cost, or (b) a full refund.
If you cancel before the Firm has actually begun work on your matter — i.e., before the assigned advocate has been notified and the documents you supplied have been opened — you are entitled to a full refund.
Once the assigned advocate has begun document review or strategy work, a pro-rata refund is available for the unused portion of the engagement, calculated by reference to the work actually performed up to the date of cancellation. In all such cases at least 50% of the fee is retained, since the bulk of an Emergency Response value lies in the first review and strategy assessment.
Once the draft response, strategy note and matter quote have been delivered to you (whether by e-mail or shared securely), no refund is available.
If you proceed to engage the Firm for the matter within fifteen (15) days of receiving the Emergency Response output, the ₹25,000 fee will be applied as deposit toward the full engagement fee. This is in lieu of a refund.
Full refund of the deposit is available if you cancel before the assigned advocate has begun matter assessment — typically the first internal review meeting after receipt of your documents.
Once assessment work has begun, the deposit is non-refundable in itself. However:
Termination of a Custom Engagement after the Engagement Letter has been executed is governed by the terms of the Engagement Letter itself. Generally, fees for work actually performed up to the date of termination are payable; unearned portions of pre-paid fees are refundable on a pro-rata basis.
Digital products are document-preparation aids generated on the basis of inputs supplied by you and delivered electronically. By their nature, digital products are non-returnable once delivered. No refund is therefore available after delivery, except in the following limited circumstances:
Refunds are not available for the following reasons:
Where disbursements — including NCLT filing fees, ROC fees, stamp duty, court fees, courier charges, publication charges, valuation fees, and outstation travel — have been incurred by the Firm in connection with your matter prior to cancellation, those amounts are not refundable, as they have been paid to or in favour of third parties. The Firm will, on request, provide proof of payment for any such disbursement.
The Firm may cancel any Service at any time if it determines in good faith that (a) there is a conflict of interest, (b) the Client has provided false or misleading information, (c) continued performance would breach the Bar Council of India Rules, applicable law or professional standards, or (d) the engagement is being used for an improper purpose. In such cases:
You will receive an acknowledgement within seventy-two (72) hours and a substantive decision within fifteen (15) business days of submission of all required information.
We strongly encourage you to contact us at refunds@msmeprime.com before initiating a chargeback with your card issuer or bank. Most issues can be resolved promptly through direct communication. Initiating a chargeback without first attempting good-faith resolution may result in suspension of your account and forfeiture of any pending refund.
If a Service cannot be delivered due to an event of force majeure as defined in our Terms of Service, the Firm will use reasonable efforts to perform the Service when conditions permit. If performance becomes impossible or unreasonably delayed, the Firm will refund the proportionate fee for the undelivered portion of the Service.
If you are dissatisfied with the outcome of a refund request, you may escalate the matter to the Grievance Officer named in our Privacy Policy. The Grievance Officer will review the escalation independently and respond within fifteen (15) days.
Refunds Desk
MSME Prime
E-mail (refunds): refunds@msmeprime.com
E-mail (general): admin@msmeprime.com
Telephone: +91 97319 34422 (Mon–Sat, 9 am to 7 pm IST)