Refund Policy

This refund and cancellation policy outlines how you can cancel or seek a refund for a product / service that you have purchased through the Platform.

Refund and Cancellation Policy

This Refund and Cancellation Policy explains the terms applicable to cancellation and refund requests for paid services purchased through the Vilsora Platform. Under this policy:

Vilsora provides property-related services through the Platform, including property listing, property discovery, enquiry and other services that may be offered from time to time. Any applicable charges for a Service will be communicated to the user before the payment is made.
Cancellation requests for a paid Service may be considered if the Service has not yet been activated, processed or substantially provided. Once a Service has been activated, published, processed or substantially provided, cancellation may not be available except where required under applicable law or otherwise determined by Vilsora.
If a payment is successfully deducted but the corresponding Vilsora Service is not successfully activated or provided due to a technical issue attributable to Vilsora, the user may contact our customer support team with the relevant transaction details. After verification, Vilsora may process an eligible refund.
If an amount has been deducted from the user's account but the transaction status is unsuccessful, pending or otherwise incomplete, the payment status may be verified with the relevant payment gateway or payment service provider before determining the applicable refund or reversal.
Vilsora does not provide refunds for property-related payments made directly between users, including property sale amounts, rent, security deposits, booking amounts or other private payments, unless Vilsora has expressly collected such payment as part of a specific service offered through the Platform.
Any dispute between property owners, buyers, tenants, agents or other users relating to a property, including ownership, property condition, availability, pricing, sale, rent, lease, booking or deposit, shall generally be resolved between the relevant parties and shall not automatically create a refund obligation for Vilsora.
If you believe that you have been charged incorrectly or have a payment-related issue, you should contact our customer support team and provide the relevant transaction ID, payment date, amount and details of the issue. We may request additional information to verify the transaction.
For any refund-related request, please contact us at hello@vilsora.com. Once the refund request is reviewed and determined to be eligible, the refund will be initiated within 5 days. The actual time for the refunded amount to be credited may vary depending on the payment gateway, bank or financial institution involved.
Any refund approved by Vilsora will generally be processed through the original payment method or payment channel used for the transaction. The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank or financial institution involved.
Where a payment is processed through a third-party payment gateway, the applicable terms and processing procedures of that payment gateway may also apply to the transaction.
Vilsora reserves the right to review refund requests on a case-by-case basis and may reject requests that are fraudulent, abusive, duplicate, unsupported or otherwise inconsistent with these Terms and Conditions, the applicable Service terms or applicable law.
Approval of a refund does not necessarily mean that the amount will be credited immediately. Processing and credit timelines may vary depending on the payment gateway, bank or other financial institution.
For any cancellation, refund or payment-related concerns, users may contact Vilsora using the contact information provided on the Platform.
Vilsora may update this Refund and Cancellation Policy from time to time. Any updated version will be published on the Platform and will become effective from the date of publication unless otherwise stated.

Refund and Cancellation Policy

This Refund and Cancellation Policy explains the terms applicable to cancellation and refund requests for paid services purchased through the Vilsora Platform. Under this policy:

Vilsora provides property-related services through the Platform, including property listing, property discovery, enquiry and other services that may be offered from time to time. Any applicable charges for a Service will be communicated to the user before the payment is made.

Cancellation requests for a paid Service may be considered if the Service has not yet been activated, processed or substantially provided. Once a Service has been activated, published, processed or substantially provided, cancellation may not be available except where required under applicable law or otherwise determined by Vilsora.

If a payment is successfully deducted but the corresponding Vilsora Service is not successfully activated or provided due to a technical issue attributable to Vilsora, the user may contact our customer support team with the relevant transaction details. After verification, Vilsora may process an eligible refund.

If an amount has been deducted from the user's account but the transaction status is unsuccessful, pending or otherwise incomplete, the payment status may be verified with the relevant payment gateway or payment service provider before determining the applicable refund or reversal.

Vilsora does not provide refunds for property-related payments made directly between users, including property sale amounts, rent, security deposits, booking amounts or other private payments, unless Vilsora has expressly collected such payment as part of a specific service offered through the Platform.

Any dispute between property owners, buyers, tenants, agents or other users relating to a property, including ownership, property condition, availability, pricing, sale, rent, lease, booking or deposit, shall generally be resolved between the relevant parties and shall not automatically create a refund obligation for Vilsora.

If you believe that you have been charged incorrectly or have a payment-related issue, you should contact our customer support team and provide the relevant transaction ID, payment date, amount and details of the issue. We may request additional information to verify the transaction.

For any refund-related request, please contact us at hello@vilsora.com. Once the refund request is reviewed and determined to be eligible, the refund will be initiated within 5 days. The actual time for the refunded amount to be credited may vary depending on the payment gateway, bank or financial institution involved.

Any refund approved by Vilsora will generally be processed through the original payment method or payment channel used for the transaction. The time taken for the refunded amount to appear in your account may depend on the payment gateway, bank or financial institution involved.

Where a payment is processed through a third-party payment gateway, the applicable terms and processing procedures of that payment gateway may also apply to the transaction.

Vilsora reserves the right to review refund requests on a case-by-case basis and may reject requests that are fraudulent, abusive, duplicate, unsupported or otherwise inconsistent with these Terms and Conditions, the applicable Service terms or applicable law.

Approval of a refund does not necessarily mean that the amount will be credited immediately. Processing and credit timelines may vary depending on the payment gateway, bank or other financial institution.

For any cancellation, refund or payment-related concerns, users may contact Vilsora using the contact information provided on the Platform.

Vilsora may update this Refund and Cancellation Policy from time to time. Any updated version will be published on the Platform and will become effective from the date of publication unless otherwise stated.