Nobroker - Refund Request for Unfulfilled NoBroker Premium MoneyBack Plan and Rental Agreement Service

I had subscribed to NoBroker’s Premium MoneyBack Plan for finding a tenant for my rental property, with clear documentation showing that the rental agreement would be home delivered as part of the package benefits. The plan explicitly included this service, and I paid the full premium amount based on this commitment. However, when I successfully found a potential tenant through the platform, your representative informed me that I needed to purchase the rental agreement service separately, despite it being listed as an included feature of my paid plan. I agreed to this additional payment to ensure a smooth transaction, and both the tenant and I were clearly informed that NoBroker would handle the rental agreement preparation and execution, with costs to be shared equally between us.
Unfortunately, when the critical time came to execute the rental agreement, your team failed to respond in a timely manner despite multiple follow-up calls and messages from both parties. This unprofessional delay caused significant inconvenience and forced the tenant to seek alternative arrangements through a local notary. When we attended the notary appointment, the rental agreement was presented entirely in Marathi language, which I rightfully refused to sign, requesting an English version instead as is my legal right. Upon hearing about this language barrier and the ongoing delays, the tenant decided to cancel the entire deal and look for other rental options, resulting in a complete loss of the potential tenancy that I had worked to secure.
Immediately after the tenant’s cancellation, I contacted NoBroker’s customer service team to request either a plan reset or a full refund of both the MoneyBack Plan fee and the separately charged rental agreement service fee. My request was unreasonably rejected by your team, who claimed that the deal cancellation was my fault, completely ignoring the documented evidence that the delays and communication failures originated entirely from NoBroker’s side. This rejection is particularly unfair considering that your MoneyBack Plan explicitly guarantees a ***% refund when services are not delivered as promised, and the plan’s terms clearly state that rental agreement home delivery is included in the premium package.[nobroker +*]
The sequence of events clearly demonstrates a breach of contractual obligations and deficiency in service delivery. I had specifically chosen the premium MoneyBack Plan to avoid such complications and ensure a professional, hassle-free rental process, as advertised by NoBroker. The failure to deliver the promised rental agreement service within reasonable timeframes, combined with poor communication and follow-up, directly caused the loss of a confirmed tenant. I have email correspondence, call logs, and written confirmation from the tenant stating that the deal cancellation was solely due to delays on NoBroker’s part, which I can provide as supporting evidence for this complaint.
Therefore, I am seeking immediate resolution through a full refund of all amounts paid for services that were not delivered as promised, including both the Premium MoneyBack Plan subscription fee and the additional rental agreement service charges, totaling the complete amount paid for unfulfilled commitments.