1. Introduction
This Refund & Cancellation Policy explains the general approach followed by DebtFree Panel in relation to consultation requests, service engagements, cancellations and refund requests.
The specific terms applicable to a client may also be governed by the service agreement, engagement letter, invoice or other written documentation issued for that engagement.
2. Enquiry and Free Consultation
Submitting an enquiry through the website, WhatsApp, phone or any other communication channel does not by itself constitute a paid service engagement.
Where a free initial consultation or enquiry facility is offered, no refund is applicable because no consultation fee has been charged for that particular facility.
3. Paid Services
Certain services may involve professional fees, consultation charges or other applicable costs.
Applicable fees and payment terms will be communicated to the client before or at the time of engagement, wherever reasonably practicable.
Payment of a service fee does not guarantee settlement, debt reduction, restructuring, account closure, credit-score improvement or any particular legal or financial outcome.
4. Cancellation Before Service Commencement
A client may request cancellation before the relevant service has commenced.
Any refund, where applicable, will depend on the nature of the service, work already performed, third-party costs incurred and the terms agreed in the applicable engagement or service document.
5. Cancellation After Work Has Started
If work has already commenced, a refund may be reduced or unavailable to the extent that professional work, consultation, documentation, communication, negotiation assistance or other agreed services have already been provided.
Any applicable refund will be assessed based on the services actually performed and the terms of the relevant engagement.
6. Non-Refundable Amounts
Certain amounts may be non-refundable where they relate to services already provided or costs already incurred.
- Consultations or professional services already completed.
- Work already performed on a client's matter.
- Documentation or case-processing work already completed.
- Third-party charges or expenses already incurred, where applicable.
7. Refund Request
A client wishing to request a refund should contact DebtFree Panel using the available official communication channels and provide sufficient information to identify the relevant engagement or payment.
Refund requests may be reviewed based on the applicable service terms, payment records and work already completed.
8. Refund Processing
Where a refund is approved, it will generally be processed using the applicable payment method or another mutually appropriate method, subject to payment-provider procedures.
Processing time may vary depending on the payment method, banking system and third-party payment provider.
9. Incorrect or Duplicate Payments
If a client believes that an amount has been paid incorrectly or that a duplicate payment has been made, the client should notify DebtFree Panel as soon as reasonably possible.
Such cases may be reviewed against available transaction records.
10. Failure to Provide Required Information
Clients may be required to provide accurate information and documents necessary for the agreed service.
Delays or inability to proceed caused by missing, inaccurate or incomplete information supplied by the client may affect the service timeline and will not automatically create an entitlement to a refund.
11. Third-Party Decisions
DebtFree Panel does not control decisions made by lenders, banks, NBFCs, creditors, recovery agencies, courts, tribunals, arbitrators or other third parties.
A refund cannot automatically be claimed merely because a third party does not accept a proposed settlement, restructuring arrangement or other resolution.
12. No Refund Based on Guaranteed Results
DebtFree Panel does not promise or guarantee a particular settlement amount, debt reduction, savings, credit-score improvement or legal outcome.
Therefore, a particular outcome not being achieved does not by itself establish a right to a refund, subject to applicable law and the terms of the relevant engagement.
13. Service Agreement
Where a separate service agreement, engagement letter or written document contains specific cancellation or refund provisions, those provisions will apply to the extent legally valid and applicable to the engagement.
14. Changes to Services
DebtFree Panel may modify or discontinue certain website features or services where reasonably necessary.
Such changes will not affect rights that have already accrued under an applicable written engagement, subject to its terms and applicable law.
15. Policy Updates
This Refund & Cancellation Policy may be updated from time to time to reflect changes in services, business practices or applicable requirements.
The latest version will be published on this page together with the relevant update date.
16. Contact Us
For cancellation or refund-related questions, please contact DebtFree Panel through the details available on our Contact Us page.
This policy describes the general refund and cancellation framework. Individual engagements may contain additional or different terms that should be reviewed carefully before payment or commencement of services.