This policy explains how cancellations and refunds work for payments made through NeerLink. NeerLink is built and operated by Livnox Media LLP ("Livnox", "we", "us"). It covers two kinds of payment:
- Bill payments: what households pay their water company for water bills through NeerLink.
- Subscription fees: what water companies pay us to use NeerLink.
1. Bill payments (households)
When you pay a water bill through NeerLink, you are paying your water company. The money goes to its own merchant account. The company approves refunds of bill payments; we help you follow them up and settle disputes.
When you're eligible for a refund
- Money left your account, but the payment failed or the bill was not marked as paid.
- You were charged more than once for the same bill.
- You paid more than the amount due, or paid a bill that your water company has since cancelled.
Depending on the case, your water company may adjust the amount against your next bill instead, if you agree.
When refunds aren't given
- Water bills that were correctly charged for water you used, and fixed charges that apply to your connection.
- Fees set by your water company, such as reconnection fees, once the work is done, unless the company agrees.
If you think a bill is wrong
Raise a request in the app under Help & requests, or contact your water company. If the company corrects the bill, it adjusts or refunds any extra amount you paid.
Failed and duplicate payments
If money left your account but the payment failed, or you were charged twice, the amount is refunded automatically to the original payment method. This normally takes 5 to 7 working days. If it hasn't arrived by then, email us with the payment reference and we'll follow it up.
Cash and other offline payments
If you paid your water company in cash or another offline way, the company handles any refund directly. Payment gateway refunds don't apply.
2. Subscription fees (water companies)
- Subscriptions are billed in advance for your plan's billing period. You can cancel at any time by emailing us. Cancellation takes effect at the end of the current billing period, and you won't be charged again.
- Fees already paid for the current period aren't refunded, in full or in part. You keep access until the period ends.
- If you were charged twice, charged after you cancelled, or charged the wrong amount, we refund the extra amount in full.
3. How refunds are paid and how long they take
| Step | Timeline |
|---|---|
| We review your request | Within 2 working days of receiving it |
| Refund is started, once approved | Within 2 working days of approval |
| Money reaches your account | 5 to 7 working days after it's started, depending on your bank or card issuer. UPI refunds are often faster. |
Refunds always go back to the original payment method (UPI, card or net banking) used for the payment. We can't refund to a different account or pay refunds in cash.
4. How to ask for a refund
Email support@livnox.com with:
- your registered mobile number and the name of your water company
- the bill, the date of the payment and the amount
- the payment or transaction reference
- what went wrong, with a screenshot if that helps
We'll confirm we've received your request and keep you updated until it's resolved.
5. Changes to this policy
If we change this policy, we'll update the date above. Changes don't affect payments made before the update.
6. Contact
Livnox Media LLP (operator of NeerLink)
Building No./Unit No. 37/1465, Ponekkara, Edapally, Kochi, Kerala 682024, India
Email: support@livnox.com