CyberLex Legal Services Pvt. Ltd. is committed to transparent, fair, and ethical billing practices. This Refund Policy outlines the circumstances under which fees may be refunded and the process for requesting refunds. Please read this policy carefully before engaging our services.
01 Overview
Legal services involve professional time, expertise, and significant upfront preparation that cannot always be recovered once work has commenced. Therefore, our refund policy is designed to balance:
- Fair compensation for legal work already performed
- Client protection in cases where services have not been delivered
- Ethical obligations under the Bar Council of India rules
- Compliance with the Consumer Protection Act, 2019
We encourage all clients to discuss fee structures and expectations clearly before signing an engagement letter.
02 Fee Structure
CyberLex charges fees based on the following models depending on the service:
| Service Type | Fee Model | Advance Required |
|---|---|---|
| Initial Consultation (30 min) | Free | None |
| Extended Consultation (60 min) | Fixed fee per session | 100% upfront |
| Cyber Crime Complaint Filing | Fixed fee per case | 50% advance, 50% on completion |
| Fraud Recovery Support | Fixed + outcome-linked (case specific) | 50% advance |
| Legal Document Drafting | Fixed fee per document | 100% upfront |
| Compliance Advisory (Monthly) | Monthly retainer | 1 month advance |
| Court Representation | Quoted per matter | As per engagement letter |
All fees are quoted exclusive of GST (18%) and out-of-pocket disbursements unless specifically stated otherwise in the engagement letter.
03 Eligible Refunds
A full or partial refund will be provided in the following circumstances:
Service Not Commenced
If you cancel your engagement in writing within 48 hours of payment and before any substantive work has begun, you are entitled to a full refund (minus a 5% processing fee).
CyberLex Unable to Deliver
If CyberLex is unable to commence or deliver the agreed service due to a conflict of interest, resource unavailability, or internal reasons, a full refund of all advance fees paid will be issued within 7 business days.
Duplicate Payment
If a technical error causes your account to be charged more than once for the same service, the duplicate amount will be fully refunded within 5 business days upon verification.
Service Not Delivered as Agreed
If a specific deliverable (e.g., a legal document, complaint draft, or compliance report) is not delivered within the agreed timeline without justification, a proportional refund for that deliverable may be claimed.
04 Non-Refundable Items
The following fees and charges are strictly non-refundable once the described work has been performed:
Completed Consultation Fees
Fees for consultation sessions already conducted are non-refundable, regardless of the outcome of the consultation or your satisfaction with the advice provided.
Filed Complaints & Submitted Documents
Fees for FIRs filed, cyber crime portal complaints submitted, or court documents filed are non-refundable as these involve irreversible legal actions taken on your behalf.
Completed Legal Documents
Fees for legal notices, demand letters, contracts, or any other documents that have been drafted, reviewed, and delivered to you are non-refundable.
Disbursements & Third-Party Costs
Out-of-pocket expenses including court fees, notarisation charges, government filing fees, courier costs, and any other third-party expenses paid on your behalf are non-refundable.
Unsuccessful Recovery Attempts
If a fraud recovery attempt is made through proper legal channels but the funds are not recovered due to factors beyond our control (bank refusal, delay, suspect absconding, etc.), professional fees are not refunded.
Client-Initiated Late Cancellations
If you cancel the engagement after 48 hours of payment, or after substantive work has commenced, fees for work completed to that point are non-refundable.
05 Partial Refunds
In cases where some work has been completed but not fully delivered, CyberLex may issue a partial refund based on:
- Pro-rata basis: For retainer agreements, the proportion of the month's services utilised versus unused
- Milestone basis: For fixed-fee matters broken into milestones, refund of fees for incomplete milestones
- Effort basis: Based on the number of professional hours invested compared to the total estimated for the matter
The calculation methodology will be clearly communicated in the refund assessment, and you may request an itemised bill at any time.
06 How to Request a Refund
To request a refund, please follow these steps:
Submit a Written Request
Send an email to help@cyberlex.co.in with the subject line: "Refund Request — [Your Full Name] — [Case/Invoice Reference]"
Include Required Information
Your full name, registered email/phone, invoice or payment reference number, service for which refund is requested, and the reason for the refund request.
Acknowledgement
We will acknowledge your refund request within 2 business days and provide a reference number for tracking.
Review & Assessment
Our billing team will review your request, assess eligibility, and may request additional information or a brief discussion to understand your concerns.
Decision Communication
You will receive our decision in writing within 10 business days of the initial request, along with the refund amount and payment timeline if approved.
07 Refund Processing & Timeline
Approved refunds will be processed as follows:
| Refund Method | Processing Time | Notes |
|---|---|---|
| Bank Transfer (NEFT/RTGS) | 5–7 business days | To the same account from which payment was received |
| UPI Reversal | 3–5 business days | To the originating UPI ID |
| Credit/Debit Card Reversal | 7–14 business days | Depending on issuing bank processing times |
| Cheque | 10–15 business days | Dispatched to registered address by Speed Post |
Refunds are processed to the original payment method only. We do not process refunds to a different bank account, card, or UPI ID unless technically unavoidable, in which case additional KYC verification will be required.
08 Cancellation Policy
If you wish to cancel a scheduled consultation or service engagement:
| Cancellation Timing | Refund Entitlement |
|---|---|
| More than 24 hours before a consultation | Full refund or free rescheduling |
| 12–24 hours before a consultation | 50% refund or one free rescheduling |
| Less than 12 hours before a consultation | No refund (time slot reserved and prepared for) |
| No-show without notice | No refund; rescheduling subject to new fee |
| Engagement cancellation within 48 hours of signing | Full refund minus 5% processing fee (if no work started) |
| Engagement cancellation after work has commenced | Pro-rata refund for undelivered portion only |
To cancel, email help@cyberlex.co.in or call +91 84540 05072. Cancellations must be confirmed by our team in writing to be valid.
09 Billing Disputes
If you believe you have been incorrectly charged or disagree with any fee on your invoice:
- Raise the dispute within 30 days of receiving the invoice
- Email help@cyberlex.co.in with your invoice number and the specific charge you wish to dispute
- We will investigate and respond within 7 business days
- Undisputed amounts on the same invoice remain due for payment
If a billing dispute cannot be resolved amicably, it shall be subject to the dispute resolution process outlined in our Terms of Service.
10 Special Circumstances
10.1 Extreme Hardship
In cases of documented extreme financial hardship or medical emergency that prevents continuation of services, CyberLex may, at its sole discretion, consider a refund or payment deferral outside the standard policy. Such requests must be supported by appropriate documentation.
10.2 Service Quality Concerns
If you are dissatisfied with the quality of services rendered, please first raise a formal complaint with our Grievance Officer at help@cyberlex.co.in. We take all quality concerns seriously and will first attempt to remedy the issue through corrective service before considering any fee adjustment.
10.3 Death or Incapacitation of Client
In the unfortunate event of the death or legal incapacitation of a client, the legal representative or nominee may request a review of outstanding fees and advance balances. Refunds will be processed to the estate or nominee after appropriate verification.
10.4 Force Majeure
CyberLex shall not be liable for delays or inability to deliver services due to events beyond our control (natural disasters, government lockdowns, court closures, etc.). In such cases, we will offer service rescheduling or a credit note rather than a cash refund.
11 Contact Us
For refund requests, billing inquiries, or cancellations, please reach out to:
We believe in fair, transparent, and ethical billing. If you feel a charge is unfair or incorrect, please talk to us — we are committed to resolving all concerns professionally and promptly.