Refund Policy

Effective Date: 05 October 2026

This Refund Policy governs refunds for paid leads and other paid services purchased through Central Pillar (“Central Pillar”, “we”, “us”, “our”) via centralpillar.in.

By purchasing a lead or any paid service through Central Pillar, you acknowledge and agree to this Refund Policy, together with our Terms & Conditions and Lead Purchase Terms.

1. Lead Purchase Policy

Central Pillar provides construction and business leads to registered professionals, contractors, architects, suppliers, consultants, builders and other eligible service providers.

A lead is considered purchased once the payment has been successfully completed and the lead has been made available or unlocked in the user's account.

Lead purchases are generally non-refundable once the lead has been successfully delivered or unlocked, except where the lead qualifies for a refund under this Policy.

2. 24-Hour Lead Review Period

To ensure that genuine issues with a purchased lead can be identified and addressed promptly, the purchaser must review the lead and contact Central Pillar within 24 hours from the time of purchase/unlocking.

If you believe that a purchased lead has a qualifying issue, you must contact us at:

Email: connect@centralpillar.in

The email should be sent within 24 hours of purchasing the lead.

Important:

Any complaint or refund request received after 24 hours from the time of lead purchase/unlocking may not be considered, and Central Pillar shall not be responsible for claims raised after the applicable 24-hour period.

3. Valid Reasons for Refund Review

A refund request may be considered where the lead has a material issue that falls within one or more of the following categories:

Duplicate lead supplied by Central Pillar.
Clearly invalid or unusable contact information attributable to a technical or data-processing error.
Lead does not materially correspond to the category or service for which it was purchased.
Lead was incorrectly assigned due to a Central Pillar system error.
The same lead was incorrectly sold to the same professional more than once.
Other material discrepancies that Central Pillar determines to be a genuine lead-delivery error.

Refund eligibility will be determined by Central Pillar after reviewing the relevant information.

4. Non-Refundable Situations

A lead will generally not qualify for a refund merely because:

The customer does not answer the phone.
The customer does not respond to WhatsApp, SMS or email.
The customer is unavailable at the time of contact.
The customer has changed their mind.
The customer postpones the project.
The customer cancels the project.
The project has already been awarded to another professional.
The customer does not ultimately purchase the service.
The customer's budget changes.
The professional is unable to convert the lead into a project.
The professional does not follow up promptly.
The professional does not like the customer's requirements.
The professional considers the lead commercially unattractive.
The professional expected a guaranteed sale, contract or revenue from the lead.

Lead purchase is an opportunity to connect with a potential customer and is not a guarantee of business, conversion, revenue or project award.

5. Lead Quality and Customer Response

Central Pillar makes reasonable efforts to provide relevant leads based on the information available to us.

However, customer behaviour is outside our control.

Central Pillar does not guarantee that:

The customer will answer a call.
The customer will respond to messages.
The customer will remain interested.
The customer will proceed with the project.
The customer will have the stated budget.
The customer will award the project.
The customer will select the professional.

Accordingly, lack of customer response or failure to convert a lead into business is not, by itself, a valid reason for refund.

6. How to Request a Refund

To request a refund review, send an email to:

connect@centralpillar.in

The request should include:

Full name
Registered mobile number
Registered email address
Lead ID / Lead reference number
Date and time of purchase
Transaction/payment reference
Reason for requesting the refund
Supporting evidence, where applicable

The request must be submitted within 24 hours of purchasing/unlocking the lead.

Incomplete requests may result in delays or rejection of the claim.

7. Refund Review Process

After receiving a refund request, Central Pillar may review:

Lead details
Purchase records
Lead delivery records
Contact information
Customer/project information
Communication records, where available
Payment records
Other relevant technical or operational information

Central Pillar may contact the purchaser for additional information before making a decision.

The decision regarding whether a lead qualifies for a refund will be made based on the applicable terms and the facts available to Central Pillar.

8. Refund Method

Where a refund is approved, Central Pillar may process the refund through the original payment method or provide the applicable amount as platform credit, depending on the nature of the transaction and applicable payment arrangements.

The time required for a refund to appear in the customer's account may depend on the payment gateway, bank or financial institution.

Any applicable payment gateway charges, transaction charges or other non-recoverable charges may be treated in accordance with applicable law and the terms displayed at the time of purchase.

9. Refund Amount

Where a refund is approved, the refund amount will generally correspond to the amount paid for the qualifying lead, subject to any applicable deductions, charges or specific service terms.

Central Pillar may, at its discretion and where appropriate, provide a replacement lead or platform credit instead of a monetary refund.

10. Multiple or Repeated Claims

Central Pillar reserves the right to investigate repeated, excessive or potentially abusive refund requests.

Where we reasonably believe that a user is attempting to misuse the refund process, Central Pillar may:

Reject the refund request.
Suspend lead-purchasing privileges.
Restrict the user's account.
Suspend or terminate the account.
Take other appropriate action permitted by law.

11. Account Credits

Where Central Pillar provides a platform credit instead of a monetary refund:

The credit may only be used for eligible Central Pillar services.
Credits may not be transferable unless expressly permitted.
Credits may not be exchanged for cash except where required by applicable law.
Any expiry or usage conditions applicable to the credit will be communicated at the time of issue.

12. Cancellation Before Lead Purchase

If a user has added funds or initiated a payment but a lead has not yet been successfully purchased or unlocked due to a technical failure, the user should contact:

connect@centralpillar.in

Central Pillar will review the transaction and, where appropriate, process the applicable reversal or refund.

13. Technical or Duplicate Payment Issues

If a payment has been debited from the user's account but:

The lead was not delivered,
The transaction failed,
The payment was processed more than once for the same transaction, or
A technical issue resulted in an incorrect charge,

the user should notify Central Pillar at connect@centralpillar.in as soon as possible.

Such cases may be investigated separately from ordinary lead-quality refund requests.

14. 24-Hour Deadline

The 24-hour reporting period is an important condition of this Refund Policy.

Users are responsible for reviewing their purchased lead promptly.

Claims received after 24 hours from the time of purchase/unlocking may be rejected solely on the basis that the reporting period has expired, except where applicable law requires otherwise.

Central Pillar will not ordinarily be responsible for refund claims submitted after the applicable 24-hour period.

15. No Guarantee of Business

Purchasing a lead from Central Pillar does not guarantee:

A customer meeting
A site visit
A quotation
A contract
A project
Revenue
Profit
Any minimum return on investment

The purpose of the lead is to provide an opportunity for the professional to connect with a potential customer.

The professional is responsible for following up with the customer and independently evaluating the commercial opportunity.

16. Changes to this Refund Policy

Central Pillar may update this Refund Policy from time to time to reflect changes in our Services, lead marketplace, payment systems or applicable laws.

The updated version will be published on this page with a revised effective date.

17. Contact for Refund Requests

For all refund requests, lead-quality complaints and payment-related concerns:

Central Pillar

Refund & Lead Support Email:

connect@centralpillar.in

Website:

centralpillar.in

Phone:

+91-8287460580

Business/Registered Address: 314 VMC SECTOR 19 DWARKA DELHI 110075

Important Refund Contact Rule

All lead-related refund or quality complaints must be submitted to connect@centralpillar.in within 24 hours of purchasing/unlocking the lead. Requests received after this period may not be considered.

18. Acceptance

By purchasing or unlocking a lead through Central Pillar, you confirm that you have read, understood and accepted this Refund Policy and agree to comply with the 24-hour reporting requirement.

Last Updated: 05 October 2026