[Resolved]  Nobroker — Refund for a money back plan

Hi,

I had enrolled for a money back plan of NoBroker.com in order to find myself a house on rent in Mumbai on 17/05/2020. As per their website, it says 100% refund guaranteed in case we don't find a house through them. And this plan is valid for approx a month from day of payment with the RM suggesting 50 properties. So considering what their app shows about the plan and faqs I paid n took it. Then i got a call from an RM by name Suprit who took my requirements n assured to help assist. But almost 95% of the properties were searched and shortlisted by me n he only followed instructions instead of helping me n doing his job. I continued to cooperate considering covid situation n not being hasty. He also said thag considering covid situation in case I don't manage to find a property within the said time then they will take deviation from their regular process and extend my plan further till lockdown ends. N in case I still don't find a flat through them then I can claim my refund. N in case I find a flat thru other sources then I will have to submit my rental agreement n claim for the refund. But unfortunately due to covid I have not been able to find flats suitable to my requirements neither through nobroker nor thru any other sources. N I am not happy wit Nobroker so instead of extending the plan I requested them to refund mg money instead of extending it. But instead of considering the situation they start harassing me saying that I need to give them a rental agreement if I want my money back as par their policy. Firstly there is no policy tat reflects wen v need to enrol, secondly I never received any email wit their terms and conditions, thirdly and finally if they can deviate from their process for extension due to covid n keep my money then y cant they deviate from their process for customer dissatisfaction due to covid n refund. I never asked for charity nor did I deviate from my requirements. N practically it is not possible for me to find another house immediately n get a rental agreement done n give tk them within the said duration of 52 days as lockdown relaxation is not possible till 1st July. Post that finalizing a property immediately is not easy as I have 2 small kids n cannot visit any n every property due to covid n even if I manage to finalize it, thereafter I will still need to give a notice to my existing owner. So basically I will only be taking possession of the next flat around Sept 1st. On explaining this to Suprit's manager she says that this is not their problem it is my personal issue. So wen an RM is on a holiday and doesn't coordinate or arrange for a back up to coordinate my house visits due to personal reasons it is fine. But as a customer if I have my own limitations then that becomes my personal problem. But wat about nobroker harassing me to return my personal hard earned money n not providing the relevant services. This jis unacceptable and j want mg money back under all circumstances. Deviations and terms and policy cannot be single sided. They need to be mutual.