Refund & Cancellation Policy

1. What this policy covers

This policy applies to the Convenience Fee charged by LawPaw for its Facilitation Services, as defined in our Terms of Use. It is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

• Professional Fees are governed by your agreement with the Professional. If a refund is due from a Professional, your coordinator will help you take it up with them.
• Government Charges (court fees, stamp duty, e-stamp, registration and filing fees) are generally not refundable once paid to the authority, except as the authority allows. Unused e-stamp paper may be eligible for a refund from the issuing authority under state rules; we will help you apply.

2. Cancelling a request

Submitting a request is free, and you can cancel any time before paying by simply telling your coordinator. After payment, you can request cancellation by replying to your quotation, messaging your coordinator, or writing to the Grievance Officer.

3. How refund requests are decided

Refunds of the Convenience Fee are decided case by case, based on how much of the Facilitation Services has already been provided. To keep this fair and predictable, we follow these guidelines:

Ordinarily refunded in full

• Duplicate or excess payments, or payments charged in error — always refunded.
• LawPaw is unable to arrange a suitable Professional for your matter.
• You cancel before your coordinator has started work on your matter (for example, before any Professional has been contacted or any document collected).

Ordinarily refunded in part

• You cancel after coordination has started but before the Professional Services begin. We deduct a reasonable amount for the work already done and tell you how it was calculated.
• A doorstep visit or delivery could not be completed because of LawPaw or its partner.

Ordinarily not refunded

• The Facilitation Services have been provided — for example, a Professional has been engaged, a consultation has taken place, or documents have been delivered.
• Dissatisfaction with the outcome of a case or the decision of a court or authority, which LawPaw cannot control.
• Cancellation caused by false information, missing documents or non-cooperation from the Client.

If you are unhappy with a Professional, tell your coordinator first — we will try to arrange another Professional, which is often quicker than a refund.

4. Timelines

• Please raise a refund request within 15 days of payment or of the event you are complaining about.
• We acknowledge your request within 24 hours and give you a written decision, with reasons, within 7 working days.
• Approved refunds are made to the original payment method (or to your bank account / UPI if paid by transfer) within 7 working days of approval. Your bank may take a few more days to show the credit.

5. Your rights

If you disagree with our decision, you can escalate to the Grievance Officer. This policy does not affect your rights as a consumer under the Consumer Protection Act, 2019, including your right to contact the National Consumer Helpline (1915) or approach the appropriate Consumer Commission.

6. Contact