Refund Policy

1. Booking Token Refunds

When you book a property on Mello, you pay a booking token (typically ₹5,000-₹10,000) to reserve your home. Here's how refunds work:

1.1 Tenant-Initiated Cancellations

1.2 Mello-Initiated Cancellations

If we cancel your booking for any reason (property unavailable, failed verification, etc.), you will receive a 100% refund plus a ₹500 inconvenience credit for future bookings.

2. Monthly Rent Refunds

Rent payments are generally non-refundable once the rental period has begun. However:

• Mid-month Move-out: If you give proper notice and vacate mid-month, rent will be prorated to the date of vacancy.
• Property Issues: If the property becomes uninhabitable due to reasons beyond your control (fire, flood, structural issues), you'll receive a prorated refund for unused days.
• Duplicate Payment: If you accidentally make a duplicate payment, the extra amount will be refunded within 5 business days.

3. Zero Deposit Bond Refunds

The Zero Deposit Bond fee is a service fee for our insured bond product and is non-refundable once the bond is issued. However:

• If you cancel before the bond is issued (within 24 hours of booking), the bond fee will not be charged.
• If you renew your lease, you may be eligible for a discounted bond renewal rate (typically 50% off).
• Bond fees are annual; no prorated refunds for early termination.

4. RentRewards & MelloCoins

MelloCoins earned through the RentRewards program have no cash value and are non-refundable. If your account is closed due to policy violations, all accumulated MelloCoins will be forfeited. If you voluntarily close your account, you have 30 days to redeem any earned rewards before forfeiture.

5. Service Add-ons

Additional services booked through Mello:

• Deep Cleaning: Non-refundable once scheduled
• Maintenance Packages: Cancellable with 48 hours notice for full refund
• Furniture Rental: See furniture rental terms for specific policies
• Moving Services: Cancellable with 48 hours notice; 50% fee otherwise

6. Refund Processing

Refunds are processed to the original payment method. If this isn't possible, we'll contact you for alternate arrangements. Please ensure your bank/card details are up to date in your account.

7. Disputes & Escalations

If you believe you're entitled to a refund that hasn't been processed or disagree with a refund decision:

1. Contact our support team via the app or email
2. Provide your booking ID and details of the issue
3. Our team will review and respond within 48 hours
4. If unsatisfied, escalate to our Grievance Officer at grievance@megallow.com

8. Special Circumstances

We understand that life is unpredictable. In cases of genuine emergencies (medical emergencies, job relocations, family emergencies), we may consider exceptions to our standard refund policy. Please contact us with documentation, and we'll review on a case-by-case basis.

9. Contact Us

For refund requests or questions: