1. Overview
This policy explains how cancellations, refunds, and disputes are handled across the Luxati Platform operated by Ibizo Technologies Private Limited(“Luxati”). It applies to both Luxati Estate (for buyers) and Luxati Partner (for brokers and agencies). Please read it alongside our Terms & Conditions.
2. Buyer-side fees
Luxati does not charge buyers any fee to download the Luxati Estate app, post briefs, browse matches, or talk to brokers through the masked-calling system. The only money a buyer ever pays is the brokerage shown on each listing, payable directly to the broker on closure of a transaction. Because Luxati does not collect money from buyers, no buyer-side refunds arise under this policy.
3. Broker-side fees and refunds
3.1 Joining and listing
There is no joining fee, subscription fee, or per-lead charge on the Luxati Partner app. KYC, RERA verification, listing inventory and receiving matched briefs are free.
3.2 Closure-fee share
On a deal closed through the Platform, the broker pays Luxati a closure-fee share calculated as a percentage of the brokerage the broker actually receives, as set out in the Luxati Partner app at the time of registration (currently up to 30%). The closure-fee share is collected by deducting it from broker payouts or by direct invoice.
3.3 When a closure-fee share is refundable
- Deal cancelled before completion of registration: if a transaction does not complete because the buyer or seller cancels before final registration of the property, and the broker consequently does not collect the underlying brokerage, the closure-fee share charged by Luxati will be reversed in full.
- Duplicate or incorrect charge: if Luxati inadvertently charges the same closure twice, or applies the wrong rate, the excess will be refunded.
- Closure mis-attributed: if the closure was not actually facilitated through the Platform, the broker may dispute it (see section 4) and, if upheld, the closure-fee share will be reversed.
3.4 When a closure-fee share is not refundable
- Once a transaction has been registered and the broker has received their brokerage, the closure-fee share due to Luxati is final and non-refundable.
- Broker dissatisfaction with the buyer, the buyer's payment timeline, or the property condition does not, by itself, create a right of refund.
4. Disputes and grievance process
- Raise a dispute from within the Luxati Partner app (Payments → Disputes) or by writing to contact@luxati.com within 30 days of the disputed transaction.
- Include the deal ID, brokerage amount, buyer name, registry date, and any supporting documents.
- Luxati will acknowledge your dispute within 3 working days and resolve it within 21 working days, in line with the IT Rules.
- Approved refunds are credited back to the originating bank account within 7–10 working days, depending on the payment gateway.
5. Account cancellation
You can close your account at any time from within the app (Settings → Delete Account) or by writing to us. Closing an account does not affect the obligation to pay closure-fee shares on deals that have already been registered. We are required to retain certain transaction and KYC records for at least 8 years under Indian tax and anti-money-laundering law.
6. Promotions and goodwill credits
Any promotional credits, waivers, or goodwill adjustments granted by Luxati are discretionary, non-transferable, and non-encashable. Luxati may change or end any promotion at any time.
7. Contact
- Email: contact@luxati.com
- Phone: +91 78787 87141
- Address: Ibizo Technologies Private Limited, Noida, Uttar Pradesh, India