This Refund Policy governs the terms under which Cocoon Property Management, operated by Gallivant Ventures LLP (LLPIN: ACB-5193, GSTIN: 32AAZFG7923K1ZR) (“Cocoon”, “we”, “us”, or “our”), may issue refunds to clients (“you” or “client”) for property management plans and services engaged through Cocoon.
By engaging Cocoon’s services, you acknowledge and agree to the terms set forth in this Refund Policy.
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- Property Management Plans (Monthly / Fortnightly / Weekly)
1.1 Billing Model
Property Management plans are billed monthly from Month 2 onwards. Month 1 covers the onboarding process — documentation, baseline photography, and system setup — and is governed by the onboarding fee, not the plan rate.
1.2 Monthly Plan Refunds
No refunds are issued for the active billing month once services have commenced. Clients may cancel with 30 days written notice before the next billing date, and plan benefits remain active until the end of the current billing cycle.
1.3 Onboarding Fee
The one-time onboarding fee (₹5,000 ex-GST) is non-refundable once the initial property documentation and baseline photography have been completed, regardless of whether the client proceeds with an ongoing plan.
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- Short-Term Rental Services
2.1 Listing Management
The STR onboarding fee (₹5,000 ex-GST) is non-refundable once listing setup, photography coordination, and platform activation have been completed. Monthly plan fees are non-refundable for the active month. The 6-month minimum commitment period carries no refund entitlement for early cancellation.
2.2 Check-In & Check-Out (Per-Booking)
Cancellations or rescheduling requests submitted at least 48 hours before the scheduled visit are eligible for a full refund. Cancellations within 48 hours of the scheduled time are non-refundable and the full booking fee applies.
2.3 STR Managed Plan
The STR onboarding fee is non-refundable. Per-visit fees (₹1,999 ex-GST) are non-refundable once a visit has been completed. In the event of early plan exit during an active booking period, any platform penalties or guest compensation arising from cancelled reservations are the owner’s sole responsibility and are not refundable by Cocoon.
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- Long-Term Rental Services
3.1 Move-In / Move-Out Management (Per-Event)
Cancellations submitted at least 48 hours before the scheduled visit are eligible for a full refund. Cancellations within 48 hours are non-refundable.
3.2 LTR Managed Plan — Leasing Commission
The leasing commission (50% of first month’s rent) is earned upon successful tenant placement at move-in and execution of the signed rental agreement. It is non-refundable once the tenant has taken possession, regardless of subsequent tenancy outcome.
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- Service Disruptions
In cases where a scheduled visit is not completed due to an error or no-show by Cocoon’s personnel, the client is entitled to a full re-service at no additional cost, or a full refund of the visit fee at the client’s choice. Cocoon will confirm the remedy in writing within 24 hours of the missed appointment being reported.
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- Service Quality Disputes
If a completed service is deemed unsatisfactory, the client must notify Cocoon in writing within 24 hours of service completion, with specific details of the concern. Upon review and verification, Cocoon may, at its sole discretion, offer a complimentary re-service or partial refund. Claims submitted after 24 hours will not be considered.
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- Refund Processing
All approved refunds will be processed within seven (7) to ten (10) business days from the date of written confirmation. Refunds are issued to the original payment method used at the time of purchase. Where payment was made via international wire or NRE/NRO transfer, applicable bank charges are the client’s responsibility.
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- Non-Refundable Conditions
Cocoon shall not be liable to issue refunds under the following circumstances:
• Services completed as specified, where the client’s dissatisfaction relates to outcome rather than non-performance.
• Delays or service disruptions caused by restricted property access, unavailability of keys, or lack of client cooperation.
• Third-party costs — utility bills, vendor charges, repair materials — billed at actuals with prior owner approval.
• Onboarding fees, once the initial setup work has been completed.
• Leasing commissions, once tenant placement has been successfully completed and the agreement executed.
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- Contact
For all refund-related enquiries, contact Cocoon in writing with full transaction details and the reason for the request. WhatsApp: +91 98470 88888. Email: [email protected]. All refund requests are acknowledged within 2 hours during business hours (9am–6pm IST, Monday–Saturday).
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Cocoon reserves the right to modify, update, or revise this Refund Policy at any time. Continued use of our services after such changes constitutes your acceptance of the revised terms. Clients will be notified of material changes via email or WhatsApp.
Effective Date: 4 June 2025. Last Reviewed: April 2026.
Need help? Contact our Client Services team for refund requests or service concerns.