NIWASA Refund & Cancellation Policy

1. Purpose

This Refund & Cancellation Policy explains how cancellations and refunds apply to paid services offered by NIWASA.

NIWASA initially intends to provide standard marketplace functionality free of charge for six months following the official MVP launch.

Accordingly, this Policy is designed to cover both:

1. the initial free period; and
2. future paid NIWASA services.

2. Initial Six-Month Free Period

For the first six months following NIWASA's official MVP launch, standard NIWASA marketplace services may be offered without a platform service fee.

Where no fee has been charged:

there is no platform payment to refund.

This does not prevent a user from having rights relating to:

• Third-party payments;
• Fraudulent charges;
• Duplicate charges;
• Applicable statutory consumer rights; or
• Other amounts actually charged by NIWASA.

The six-month free period does not necessarily mean that every third-party service associated with NIWASA will be free.

3. Future Paid Services

After the free period, or where NIWASA introduces paid features, charges may apply to services such as:

• Featured property listings;
• Premium listings;
• Listing boosts;
• Agent packages;
• Developer packages;
• Promotional services;
• Subscription services;
• Advertising services; and
• Other premium services.

The applicable price and material conditions will be displayed before payment.

4. Payment Confirmation

A payment is considered submitted when the relevant payment provider confirms successful payment to NIWASA.

NIWASA may issue or make available an electronic receipt, invoice or payment confirmation where applicable.

Users should retain their payment confirmation for future reference.

5. Cancellation Before Service Activation

If a user purchases a paid service but the service has not yet been activated, the user may request cancellation.

Where eligible, NIWASA may provide:

• A full refund; or
• Another remedy permitted under applicable law.

Eligibility may depend on:

• The service purchased;
• Whether activation has occurred;
• Whether the service has been partially consumed;
• Applicable payment-provider rules; and
• Applicable law.

6. Cancellation After Service Activation

Once a paid digital service has been activated or materially delivered, cancellation may not automatically result in a refund.

For example, a featured listing that has already been promoted or displayed may not be refundable solely because the customer changes their mind.

However, mandatory rights under applicable law remain unaffected.

7. Subscription Cancellation

If NIWASA introduces subscriptions:

• Users may cancel future renewals using the applicable cancellation mechanism;
• Cancellation normally stops future billing;
• Cancellation does not necessarily refund the current billing period; and
• Any refund eligibility will depend on the applicable service terms and law.

Where a subscription is purchased through Apple App Store or Google Play, cancellation and billing may be governed by the applicable store's billing mechanisms and rules.

8. Duplicate Payments

If you believe you have been charged more than once for the same service, contact NIWASA promptly.

Where NIWASA confirms a duplicate charge attributable to NIWASA's billing process, the duplicate amount may be refunded.

9. Failed Transactions

If a payment fails but your bank or payment provider shows a temporary debit or authorisation:

• The transaction may be reversed automatically by the payment provider; or
• NIWASA may investigate the transaction.

Users should not repeatedly attempt payment if a transaction appears pending without first checking its status.

10. Unauthorised or Fraudulent Payments

If you believe a payment was made without your authorisation:

1. Contact NIWASA immediately;
2. Contact your bank/payment provider where appropriate;
3. Provide transaction information; and
4. Cooperate with reasonable verification procedures.

NIWASA may investigate suspected fraudulent transactions.

11. Service Not Delivered

If NIWASA charges you for a service and fails to provide the purchased service due to a technical or operational issue, NIWASA may provide, depending on the circumstances:

• Restoration of the service;
• Extension of the service;
• Replacement service;
• Credit; or
• Refund.

Mandatory consumer rights remain unaffected.

12. NIWASA Cancelling a Paid Service

NIWASA may cancel or discontinue a paid service where:

• The service is no longer available;
• The account violates NIWASA Terms;
• Fraud is suspected;
• The service cannot lawfully be provided;
• Technical or operational circumstances prevent delivery; or
• NIWASA otherwise has a lawful basis to discontinue the service.

Where appropriate, NIWASA may provide a refund for an unused portion of a prepaid service, subject to applicable law and the relevant service terms.

13. Account Suspension

If an account is suspended or terminated because of:

• Fraud;
• Abuse;
• False information;
• Prohibited activity;
• Unlawful listings;
• Security violations; or
• Material breach of NIWASA Terms,

the user may not automatically be entitled to a refund.

NIWASA will consider refund requests based on the circumstances and applicable law.

14. Property Listing Removed

A property listing may be removed for:

• Fraud;
• Misleading information;
• Duplicate listings;
• Policy violations;
• User complaints;
• Legal requirements;
• Security reasons; or
• Other legitimate reasons.

Removal of a listing does not automatically create a refund entitlement.

However, if NIWASA removes a paid service for reasons unrelated to the user's conduct and the paid service has not been materially delivered, NIWASA may provide an appropriate remedy or refund.

15. Incorrect Property Information

NIWASA is a marketplace platform and generally does not guarantee the accuracy of property information submitted by users.

A dispute between a buyer/tenant and an owner, agent or developer regarding:

• Property size;
• Price;
• Ownership;
• Availability;
• Condition;
• Location;
• Amenities;
• Title; or
• Other listing information

does not automatically create a refund obligation for NIWASA.

Users should perform appropriate due diligence before entering a property transaction.

16. No Refund for User-to-User Property Transactions

NIWASA does not generally receive or hold:

• Property purchase prices;
• Rental deposits;
• Property reservation deposits;
• Property sale consideration;
• Agent commissions; or
• Other amounts paid directly between users.

Therefore, NIWASA is not responsible for refunding amounts paid directly between a buyer, tenant, owner, agent or developer.

Disputes concerning such payments should be addressed between the relevant parties and, where necessary, through appropriate legal or regulatory channels.

17. Promotional and Featured Listings

Where NIWASA sells promotional visibility, featured placement or listing boosts, the service may be considered delivered once the promotional placement begins.

If the service has already been substantially delivered, the amount may not be refundable solely because the customer did not receive the expected number of inquiries, views, leads or transactions.

NIWASA does not guarantee:

• A particular number of views;
• A particular number of inquiries;
• A sale;
• A lease;
• A lead;
• A return on advertising spend; or
• A particular commercial outcome.

18. Changes to Paid Services

NIWASA may change:

• Prices;
• Packages;
• Features;
• Subscription structures;
• Promotional services; or
• Availability.

Changes will not retrospectively alter a service already purchased unless permitted by law or agreed with the customer.

19. Refund Method

Where NIWASA approves a refund, the refund will generally be made through the original payment method where technically and legally possible.

NIWASA may require information necessary to process the refund securely.

20. Refund Processing Time

Approved refunds will normally be initiated by NIWASA within [7–14 business days].

The time taken for the funds to appear in the customer's account may depend on:

• Bank processing;
• Payment gateway;
• Card network;
• Payment provider; and
• Other financial institutions.

21. Taxes and Fees

Where applicable, refunds may be subject to the treatment required by:

• Applicable Sri Lankan tax law;
• Payment-provider rules; and
• The nature of the original transaction.

Any applicable taxes or charges will be disclosed where required.

22. Consumer Rights

Nothing in this Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded under Sri Lankan law.

Sri Lanka's e-commerce framework includes requirements relating to transparent commercial practices and transaction information.

Where applicable law provides a customer with a mandatory cancellation, refund or other remedy, that right will prevail over any inconsistent provision of this Policy.

23. How to Request a Refund

Personal data and transaction information submitted in connection with a refund request will be processed and retained in accordance with the NIWASA Privacy Policy and applicable legal, accounting and regulatory requirements.

Send your request to:

NIWASA Support

Email: support@niwasa.app

Please provide:

• Full name;
• Registered mobile number/email;
• Transaction/reference number;
• Date of payment;
• Service purchased;
• Amount paid;
• Reason for request; and
• Supporting evidence where applicable.

NIWASA may request additional information to verify the transaction.

24. Refund Review

NIWASA may assess:

• Whether payment was successfully received;
• Whether the service was activated;
• Whether the service was consumed;
• Whether the issue was caused by NIWASA;
• Whether the user breached the Terms;
• Whether fraud is suspected;
• Whether a third party processed the payment; and
• Whether applicable law requires a refund.

25. Payment Provider Rules

Where payment is processed through a third-party provider, that provider may have separate terms.

Where payment is processed through Apple App Store or Google Play, the relevant store's payment and refund mechanisms may apply.

26. Chargebacks

Users should contact NIWASA first where a transaction dispute concerns a NIWASA service.

Unnecessary or fraudulent chargebacks may result in account review or suspension.

Nothing in this section limits a user's lawful rights against an unauthorised transaction.

27. Policy Changes

NIWASA may update this Refund & Cancellation Policy from time to time.

The revised Policy will be published with an updated effective date.

Material changes may be communicated through the Platform or other appropriate channels.

28. Contact Information

Market Edge Solutions Pvt Ltd trading as NIWASA

Registered Address: 17/3B Sri Sangabo Road, Dehiwala, Sri Lanka

Email: privacy@medgesolutions.com

Support: support@medgesolutions.com

Website: https://www.medgesolutions.com