Cancellation & Refund Policy
This Cancellation & Refund Policy ("Policy") explains how cancellations and refunds are handled for payments made through the Stepin platform, including the website www.stepin.live, mobile applications, and related services ("Platform"), operated by AssetZen Technologies Pvt Ltd ("Stepin", "we", "us", or "our").
Stepin believes in helping its users as far as possible, and has therefore a liberal cancellation policy. This Policy should be read together with our Terms of Service.
1. SCOPE
This Policy applies to:
- Rent payments made by tenants to owners through the Platform
- Other property-related dues collected through the Platform
All payments are processed by our third-party payment gateway partner. Stepin acts only as a facilitator of the same.
2. CANCELLATIONS
Cancellations will be considered only if the request is made immediately after the payment is made. However, the cancellation request may not be entertained if the payment has been communicated to the owner and the process of settling it to them has been initiated.
Cancellation of a payment does not cancel or modify any rental agreement between users.
3. NON-CANCELLABLE PAYMENTS
Stepin does not accept cancellation requests for rent payments that have been successfully completed and settled to the owner. However, a refund can be made if the user establishes that the payment was not correctly processed, including:
- Duplicate payment for the same due
- An amount different from the one confirmed, charged due to a technical error
- Amount debited, but the payment shown as failed or pending on the Platform
4. REPORTING PAYMENT ISSUES
Duplicate, incorrect, or failed payments must be reported to our Customer Service team within 2 days of the payment. This also applies if you feel a payment was not processed as shown on the Platform or as per your expectations.
The request will be entertained once the payment has been checked and verified with our payment gateway partner and, where required, with the owner. The Customer Service team, after looking into the complaint, will take an appropriate decision.
5. DISPUTES BETWEEN USERS
Stepin operates as an Intermediary under the Information Technology Act, 2000 and is not a party to any rental agreement between users. Complaints regarding rent amount, security deposit, deductions, maintenance, or other terms of a rental arrangement must be resolved directly between the owner and the tenant.
Stepin will not refund a correctly processed payment on the basis of a dispute between users, unless the owner consents to the refund.
6. REFUND PROCESSING
For refunds approved by AssetZen Technologies Pvt Ltd, it will take 3–5 days for the refund to be processed to the end customer.
- Refunds are made to the original payment method
- The time taken for the amount to reflect in your account depends on your bank or payment provider
- Where a rent payment is refunded in full, the rent for that period will be shown as due again on the Platform, and the owner will be notified
7. RAISING A REQUEST
Cancellation and refund requests can be made at: support@stepin.live
Please include:
- Registered phone number
- Transaction ID
- Date and amount of the payment
- A brief description of the issue
8. POLICY UPDATES
We may update this Policy periodically. Continued use implies acceptance.
9. CONTACT
For payment, cancellation, or refund queries, please contact: support@stepin.live