Refund Policy

PEGS aims to deliver clear value for every paid Service. Where something does not work as expected and a refund is appropriate under this Policy or applicable law, we will process it promptly and fairly.

This Policy does not limit any mandatory consumer rights available under applicable law, including under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

This Policy applies to all paid Services purchased through the PEGS website, the My Estatez application, payment links issued by PEGS, or invoices raised by PEGS, including:

• PEGS ESG Assessment (per-sqft pricing as quoted)
• PEGS ESG Certification (5-year validity, per quotation)
• Asset Onboarding Service Agreements (multi-year, per quotation)
• UAIN Reservation and Lifetime Asset Records (per quotation)
• PEGS Club Metal annual membership (₹49,999 per year)
• PEGS Club Gem annual membership (invitation only, per Service-specific terms)
• My Estatez subscription plans
• Partner Programme fees, deposits, or onboarding charges, where applicable

The PEGS ESG Indication is included with onboarding and is not separately sold; this Policy does not create refund entitlements for the Indication.

All amounts referenced in this Policy and on PEGS Services are denominated in Indian Rupees (₹/INR) unless expressly stated otherwise.

Refunds may be considered in the following cases:

• duplicate or excess payment due to a technical error;
• payment charged but the paid Service was not activated due to a system issue attributable to PEGS;
• incorrect billing caused by PEGS or its authorised billing system;
• cancellation or non-delivery of a paid Service where PEGS is unable to provide the Service;
• any other case where a refund is required under applicable law or expressly promised at the time of purchase.

Refunds are reviewed based on the transaction record, service status, applicable plan terms, payment-gateway rules, and applicable law.

The cases listed in Section 04 are the only cases in which PEGS offers a refund. No refund — full or partial — is offered in any other case.

Once PEGS has confirmed work on a Service (including, without limitation, by accepting and acknowledging payment for it, issuing a booking or scheduling confirmation, issuing a UAIN, despatching a welcome pack, commencing scoping, document review, site work, or any other element of delivery), no refund is offered, irrespective of whether the customer subsequently:

• changes its mind;
• discontinues or partly uses the Service;
• experiences delays caused by user infrastructure, user devices, or third-party platforms not controlled by PEGS;
• fails to provide information, documents, access, or instructions reasonably required to deliver the Service;
• elects not to redeem benefits, rewards, or entitlements that have been issued; or
• purchases a promotional, discounted, trial-based, or limited-period Service where non-refundability was disclosed before purchase.

The completion or substantial performance of verification, ESG, reporting, certification, site-visit, anchoring, onboarding, or other service work is, of itself, conclusive of confirmation of work.

This Section does not limit any mandatory consumer rights available under applicable law.

This Section identifies, for each major Service, the point at which work is treated as “confirmed” for the purposes of Section 05. Once that point is reached, no refund — full or partial — is offered, except in the cases listed in Section 04.

6.1 Asset Onboarding Service Agreements (multi-year, per-sqft)

Work is treated as confirmed on the earlier of: (a) execution of the Service Agreement; (b) receipt of any payment by PEGS in respect of the engagement; or (c) commencement of any mobilisation, data collection, baseline assessment, or UAIN reservation activity by PEGS. The Service Agreement governs change-of-scope, suspension, and termination rights, but does not, of itself, create any refund entitlement beyond the cases listed in Section 04.

6.2 PEGS ESG Indication, Assessment, and Certification

Work is treated as confirmed on the earlier of: (a) PEGS's written acceptance of a scope of work or quotation; (b) settlement of a payment link or invoice; or (c) commencement of any document review, scoping, site work, on-ground data collection, or scoring activity by PEGS. From that point, no refund is offered except in the cases listed in Section 04.

6.3 UAIN Reservation and Lifetime Asset Records

Work is treated as confirmed on the earlier of: (a) issuance of the UAIN; (b) reservation of a UAIN against the asset; or (c) commencement of asset-metadata or document verification by PEGS. Anchoring to the B.A.S.T.I.O.N. network may be staged across testnet and mainnet phases, as disclosed at the time of purchase; staged anchoring does not, of itself, create any refund entitlement beyond Section 04.

6.4 PEGS Club Metal annual membership (₹49,999/year)

Work is treated as confirmed on receipt of the membership fee by PEGS. From that point, the membership fee is non-refundable for the active year. Future renewals can be cancelled to prevent further billing, but cancellation does not give rise to a refund for the current or any past membership year.

6.5 PEGS Club Gem annual membership (invitation only)

Gem membership is offered by invitation. Work is treated as confirmed on receipt of the membership fee by PEGS or, where earlier, on acceptance of the invitation in writing. From that point, the membership fee is non-refundable for the active year.

6.6 My Estatez subscription plans

Work is treated as confirmed on receipt of payment for the relevant subscription period. The subscription fee for that period is non-refundable. Cancellation prevents future billing as described in Section 07 but does not give rise to a refund for the current or any past period.

6.7 Partner Programme fees, deposits, and onboarding charges

Where the Partner Programme charges deposits, onboarding fees, or other amounts, work is treated as confirmed on receipt of the relevant payment by PEGS. From that point, those amounts are non-refundable. Partner commissions earned and payable to a Partner are governed by the commercial framework of the Partner Programme Agreement, which provides for commission settlement within fifteen (15) business days of cash realisation.

For subscription-based Services:

• you may cancel future renewals using the cancellation method disclosed at subscription or by contacting PEGS support;
• cancellation prevents future billing after the active billing period;
• cancellation does notgive rise to a refund — full or partial — for the current or any past billing period; the fee paid for the active billing period remains non-refundable except in the cases listed in Section 04; and
• PEGS will not make cancellation impossible, hidden, unnecessarily complex, or dependent on unrelated actions.

If PEGS imposes any cancellation charge, such charge will be disclosed before purchase and will not be imposed in a manner inconsistent with applicable consumer-protection rules.

To request a refund, contact PEGS with:

• registered email address or account ID;
• invoice number or transaction reference;
• payment date and amount;
• reason for refund request; and
• any supporting screenshots or documents, where relevant.

PEGS may request additional information to verify the transaction and Service status.

Approved refunds are normally processed back to the original payment method. Where this is not possible, PEGS may request alternate lawful payment details for refund processing.

PEGS will endeavour to acknowledge refund-related complaints within forty-eight hours and resolve them within one month from receipt, where the Consumer Protection (E-Commerce) Rules, 2020 apply.

Refund requests are reviewed within a reasonable period after PEGS receives the required information.

Once approved, PEGS will initiate the refund promptly through the relevant payment provider. Actual credit timelines depend on the payment gateway, card network, bank, UPI system, or other payment infrastructure used for the transaction.

PEGS is not responsible for delays caused by banks, card networks, payment gateways, payment service providers, or incorrect user-provided payment information, but PEGS will provide reasonable assistance in tracking approved refunds.

PEGS will not knowingly use deceptive billing, cancellation, or refund practices, including hidden charges, drip pricing, forced action, subscription traps, SaaS billing manipulation, pre-ticked paid options, or confusing cancellation instructions.

Material payment terms, renewal terms, cancellation conditions, and refund limitations will be disclosed before purchase wherever applicable.

Where you disagree with a refund decision, you may escalate the matter under the Consumer and Service Grievance procedure in the Terms of Service and, where applicable, under the Grievance Redressal Policy. Mandatory consumer rights available under applicable law are not affected.

For refund-related queries, contact:

Please include your registered email address, invoice or transaction reference, payment date, and reason for the refund request.

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Guidelines for Prevention and Regulation of Dark Patterns, 2023
• Applicable RBI and payment-provider settlement/refund rules