Cancellation & Refund Policy

    Last updated: 15-10-2026

    1. Scope of This Policy

    Community Hub is operated by TERRAPIRE Solutions. Through the Platform, residents pay their society/RWA for maintenance dues, one-time (ad hoc) charges, voluntary contributions and amenity bookings. An amenity booking can include a booking charge, GST on that charge and a refundable security deposit, each shown as its own line.

    Online payments are collected by TERRAPIRE Solutions through our payment gateway partner, Razorpay, and paid out to your society's designated bank account, net of the gateway's processing charges. Where your society has enabled Razorpay Route, Razorpay settles the amount to the society's linked account directly. Cash payments are made to, and recorded by, your society's management.

    2. Convenience Fee

    Online payments carry a convenience fee, currently 2% of the amount being paid plus 18% GST on that fee. The fee and its GST are shown before you pay and on your receipt. Cash payments recorded by your society carry no convenience fee.

    3. Cancelling a Payment

    You can cancel an online payment any time before it is authorised on the Razorpay checkout screen; nothing is charged and the bill stays unpaid so you can pay later. Once a payment is authorised and confirmed it cannot be cancelled, but it may be refunded as described below.

    4. Amenity Booking Cancellations

    Each amenity has its own cancellation window and late-cancellation fee, set by your society and shown before you book. Refunds are based on what you actually paid:

    • Cancelled by you before the free-cancellation deadline: the booking charge and its GST are refunded in full.
    • Cancelled by you after the deadline: the booking charge and its GST are refunded less the amenity's late-cancellation fee.
    • Security deposit: always refunded in full when the booking is cancelled, or released by your society after the booking.
    • Cancelled or declined by your society, or the amenity is closed: everything you paid for the booking is refunded in full.
    • Unpaid bookings: the bills are cancelled and nothing is due.

    5. Other Refunds

    You can also request a refund when:

    • Duplicate payment: you were charged more than once for the same bill because of a technical error.
    • Failed or unconfirmed payment: money left your account but the payment shows as failed or pending in the app for more than 3 days.
    • Unauthorised payment: a payment was made from your account without your permission.

    Raise these within 7 days of the transaction date, except unauthorised payments, which you can raise as soon as you become aware of them. Maintenance dues, ad hoc charges and contributions that were correctly paid to your society are refunded, waived or adjusted only at your society's discretion.

    6. How Refunds Are Paid

    • Online payments: refunded through Razorpay to the original payment method. Banks and UPI apps usually show the credit within 5-7 business days of the refund being processed.
    • Cash payments: refunded by your society's management, who record the refund and its reference in the app.
    • Tracking: the bill and booking in the app show Refund pending, Refunded or Partially refunded, and you get an email from payments@communityhub.in when the refund is processed or if it fails.

    7. Raising a Request

    1. Cancel amenity bookings in the app under My Bookings. For any other refund, email support@communityhub.in with your registered mobile number, the payment or UPI reference and the reason.
    2. We acknowledge your request within 2 business days and verify it with Razorpay and, where needed, your society within 5 business days.
    3. If approved, the refund is initiated within 2 business days. If it is rejected (for example, the amount was correctly credited to your society), we tell you why in writing.

    8. Part Payments and Contributions

    Where your society allows a bill to be paid in parts, each part is a separate payment with its own receipt and is refunded on its own. Contributions are voluntary amounts you choose; refunds of contributions are at your society's discretion.

    9. Chargebacks

    If you raise a chargeback or dispute with your bank or UPI provider without contacting us first, we may need to hold the related account while the matter is investigated with Razorpay. Please contact support@communityhub.in first so we can resolve payment issues directly and faster.

    10. Changes to This Policy

    We may update this policy from time to time. Material changes are posted on this page with a new "Last updated" date at the top.

    11. Contact Us

    TERRAPIRE Solutions
    Casagrand Zenith, Medavakkam Mambakkam Main Road, Vengaivasal, Chennai - 600126, Tamil Nadu, India
    Email: support@communityhub.in
    Support Hours: Monday-Friday, 9:00 AM - 6:00 PM IST