Service SLA / Refunds
We own our commitments. Exactly as written.
This document defines what we promise, how we measure it, and what you receive if we fall short. No vague guarantees. Every term below is enforceable.
Effective: May 26, 2026 · Version 1.0
Visit Frequency
12 patrols/year minimum, per subscribed plot. No more than 45 days between consecutive visits.
Report Delivery
24 hours after Guardian completes visit. Sealed PlotVault record within the same window.
Support Response
5 business days for standard tickets. 24 hours for priority alerts (encroachment detected).
SLA Credit
1 free visit credit per missed SLA window, automatically applied to your account.
1. Our Commitment Philosophy
Plotrol's promise is operational: we show up, we observe accurately, and we seal the evidence. Our SLA defines specific, measurable obligations — not aspirational targets. Where we fall short of a defined SLA metric, we provide automatic remedies without requiring you to file a claim.
Our Services are ground-truth monitoring. We commit to the process and the evidence — not to controlling what happens on your plot between visits. The SLA metrics below govern the quality and timeliness of our execution, not the outcomes of the physical world.
12×
Min. visits / plot / year
Guaranteed minimum patrol frequency across all active subscriptions in covered geographies.
24 hr
Report delivery window
Signed Visit Report and PlotVault sealed record delivered within 24 hours of visit completion.
45 day
Max. gap between visits
No two consecutive scheduled patrols on the same plot will be separated by more than 45 days.
2. SLA Definitions
- "SLA Period" — a rolling 12-month window from your subscription activation date or renewal date.
- "Visit Window" — the scheduled patrol period for each monthly visit: ±7 days from the target date.
- "Report Delivery Time" — the elapsed time from the Guardian completing the on-ground visit (marked in-app) to the Visit Report being available in your Owner Dashboard.
- "Priority Alert" — a Guardian observation triggering an encroachment detected, unauthorised structure, or significant boundary change flag.
- "SLA Credit" — a complimentary visit token credited to your account, redeemable as an on-demand visit with no expiry.
- "Business Day" — Monday through Friday, excluding Indian national public holidays and Karnataka state holidays.
- "Active Plot" — a plot with a current, paid subscription and at least one completed visit in the prior 90 days.
3. Visit Frequency SLA
| SLA Metric | Commitment | Measurement | Remedy |
|---|---|---|---|
| Minimum annual visits | 12 per subscribed plot per SLA Period | Completed visits logged in Owner Dashboard | 1 SLA Credit per missed visit below 12 |
| Maximum visit gap | No two consecutive visits more than 45 days apart | Timestamps of visit completion events | 1 SLA Credit if any gap exceeds 45 days |
| Visit window compliance | Each monthly visit completed within ±7 days of target date | Target date set at subscription activation; visible in dashboard | 1 SLA Credit per window breach |
| On-demand visit fulfillment | On-demand requests fulfilled within 5 business days of request | Request timestamp to visit completion timestamp | Full refund of on-demand visit fee if unmet |
SLA Credits are issued automatically within 7 days of the missed window. You do not need to file a claim for visit frequency SLA Credits.
Rescheduling Policy
You may request rescheduling of a scheduled patrol up to 72 hours before the target visit date, once per SLA period, without SLA penalty. Rescheduling requests inside 72 hours or subsequent reschedulings in the same SLA period are treated as owner-initiated changes; the rescheduled visit counts toward your visit quota but the original target date is logged as rescheduled (not missed).
4. Report Delivery SLA
| Deliverable | SLA Window | Remedy for Breach |
|---|---|---|
| Visit Report (standard) | 24 hours from visit completion | 1 SLA Credit (auto-issued) |
| PlotVault sealing | Within the same 24-hour window | 1 SLA Credit (auto-issued) |
| Priority Alert notification | Within 2 hours of Guardian flagging | 1 SLA Credit + written explanation of delay |
| Support ticket — standard | Acknowledgement within 1 business day; resolution within 5 business days | 1 SLA Credit per 5-day breach |
| Support ticket — encroachment alert | First response within 24 hours (including weekends) | 1 SLA Credit + escalation to senior ops team |
| Data export request | PlotVault export delivered within 5 business days of request | 1 SLA Credit per day of delay beyond 5 days |
5. Plotrol Resolve Desk SLA
The Resolve Desk connects subscribers with pre-qualified vendors for legal, fencing, surveying, and documentation services. Plotrol's SLA governs our facilitation, coordination, and response — not vendor execution timelines.
| Resolve Desk Metric | Commitment | Remedy |
|---|---|---|
| Vendor referral | Matched vendor presented within 3 business days of Resolve request | 1 SLA Credit per breach |
| Quote delivery | Vendor quote communicated within 5 business days | 1 SLA Credit per breach |
| Resolve Desk case management | Weekly status update to subscriber while case is open | 1 SLA Credit per missed update |
Plotrol is the coordinator, not the contracting party, for Resolve Desk vendor services. Vendor timelines, quality, and outcomes are governed by the direct contract between you and the vendor, and are not covered by Plotrol's SLA or refund policy.
6. Institutional (B2B / B2G) SLA
Institutional clients on contracted portfolio monitoring arrangements receive a separately negotiated SLA schedule appended to their Master Services Agreement. The following floor standards apply in the absence of a specific MSA provision:
- Minimum 4 patrols per quarter per monitored plot (unless otherwise contracted).
- Portfolio dashboard updated within 48 hours of each visit.
- Dedicated account manager response: within 1 business day.
- Quarterly service review call with senior Plotrol operations staff.
- Uptime of portfolio dashboard API: 99.5% monthly availability, excluding scheduled maintenance windows communicated 48 hours in advance.
SLA remedies for institutional clients are specified in the relevant MSA. Where not specified, the B2C SLA Credit framework applies.
7. SLA Credits — How They Work
SLA breach detected
Our monitoring system (or your report) identifies a breach of a defined SLA metric.
Automatic issuance (within 7 days)
An SLA Credit is automatically applied to your account. You receive an in-app and email notification. No claim required for visit frequency and report delivery breaches.
Credit value
Each SLA Credit = 1 free on-demand visit (standard geo-tagged patrol + Visit Report + PlotVault sealing), valued at ₹1,499. Credits do not have monetary redemption value and cannot be transferred or exchanged for cash.
Credit expiry
SLA Credits do not expire for the duration of an active subscription. Credits expire 12 months after subscription termination.
Maximum credit per SLA period
SLA Credits are capped at 6 credits per plot per 12-month SLA Period. If repeated systemic failures occur beyond this threshold, you are entitled to a proportional subscription refund (see Section 9).
SLA Credits are issued automatically — you do not need to report a missed visit to receive credit for it. Your Owner Dashboard shows all SLA events and credits in real time.
8. SLA Exclusions
The following circumstances excuse Plotrol from SLA obligations and do not trigger SLA Credits or refunds:
- Force majeure events — natural disasters, floods, earthquakes, government-imposed lockdowns, civil unrest, or any event outside Plotrol's reasonable control preventing Guardian access.
- Access denied by owner or occupant — where access to the plot is physically or legally blocked by the owner, a tenant, an occupant, or a third party, and Plotrol has made reasonable efforts to complete the visit.
- Owner-requested rescheduling — visits rescheduled at your request with less than 72 hours' notice.
- Incorrect or incomplete plot information — visits that cannot be completed because the plot coordinates, survey number, or access instructions provided are inaccurate.
- Legal prohibition — situations where a court order, government direction, or dispute pending before a court makes it legally inappropriate or unsafe to conduct a visit.
- Account in arrears — Services are suspended for non-payment; no SLA obligations apply during suspension.
- Scheduled maintenance — platform maintenance communicated 48 hours in advance, limited to windows between 11 PM – 5 AM IST, and not exceeding 4 hours per window.
9. Refund Policy
We operate a fair, transparent refund framework designed to reflect the operational nature of our Services. Because Guardian scheduling, training, and dispatch are activated upon subscription, refunds are structured as below.
| Scenario | Refund Entitlement | Timeframe |
|---|---|---|
| Cancellation within 48 hours of first purchase (no visits completed) | Full refund | 7–10 business days |
| Cancellation within 7 days of renewal (no visits completed in new period) | Full refund of renewed period | 7–10 business days |
| Annual plan — mid-period cancellation | Pro-rata refund for unused complete months remaining, less a 10% service initiation fee | 10–15 business days |
| Monthly plan — mid-period cancellation | No refund for the current month; cancellation takes effect at end of billing period | N/A |
| Plotrol discontinues Service in your geography | Full pro-rata refund for unused subscription period, no deductions | 10 business days |
| SLA Credits exhausted (6+ breaches in SLA Period) | Proportional refund equal to the subscription value of missed visits beyond the 6-credit cap | 10 business days |
| On-demand visit — SLA not met (not completed within 5 business days) | Full refund of on-demand visit fee | 5 business days |
| On-demand visit — completed but disputed quality | Review by Plotrol ops team; SLA Credit issued if Guardian SOP breach confirmed | 10 business days after review |
| Account terminated by Plotrol for breach of Terms | No refund | N/A |
| Duplicate payment | Full refund of duplicated amount | 5 business days |
All refunds are credited to the original payment method. We cannot issue refunds via a different payment instrument. UPI and net-banking refunds typically arrive within 3–5 business days; card refunds may take up to 10 business days depending on your card issuer.
GST on Refunds
Where a full or partial refund is issued, the GST component will be refunded proportionally. GST credit notes will be issued in accordance with applicable GST law. If you have already claimed GST input tax credit for the period being refunded, please consult your tax advisor regarding reversal obligations.
Annual Plan — Pro-Rata Calculation
For annual subscriptions, the refundable amount is calculated as:
Refund = (Annual Fee − 10% initiation fee) × (Remaining complete months ÷ 12)
Partial months in progress at the time of cancellation are not refunded. The initiation fee deduction reflects Guardian onboarding, initial plot registration, and PlotVault setup costs already incurred.
10. How to Cancel
You may cancel your subscription at any time by any of the following methods:
- In-app: Settings → Subscription → Cancel Subscription. Cancellation takes effect at the end of the current billing period. You will receive a confirmation email.
- Email: Send a cancellation request to support@plotrol.com from your registered email address. Include your registered phone number and the plot(s) to be cancelled.
We do not charge cancellation fees. After cancellation:
- Active subscription access continues until the end of the paid billing period.
- No further Guardian visits will be scheduled after the cancellation effective date.
- PlotVault records remain accessible for 60 days post-cancellation for export. After 60 days, records are archived per our Privacy Policy.
- SLA Credits expire 12 months post-cancellation.
To avoid being charged for a renewal, cancel at least 7 days before your renewal date. Cancellations within 7 days of renewal may not prevent the renewal charge; contact support immediately if this occurs and you are eligible for a renewal-period refund (see Section 9).
11. SLA Claims & Dispute Process
Most SLA Credits are issued automatically. For cases where you believe a credit was not issued, or where you wish to dispute a Visit Report quality issue or claim a refund:
Step 1 — Submit a claim
Email support@plotrol.com with: your registered email, plot ID, the date of the SLA event, and a brief description of the issue. Claims must be submitted within 60 days of the SLA event.
Step 2 — Acknowledgement (1 business day)
We will acknowledge your claim and assign a reference number within 1 business day.
Step 3 — Investigation (5 business days)
Our operations team reviews visit logs, Guardian GPS data, app timestamps, and relevant evidence. We may request additional information from you during this period.
Step 4 — Resolution (within 10 business days)
We communicate our finding and the remedy (SLA Credit or refund) in writing. If a refund is approved, it is initiated within 3 business days of the resolution communication.
Step 5 — Escalation
If you are unsatisfied with the resolution, you may escalate to our Grievance Officer at grievance@plotrol.com. The Grievance Officer will respond within 15 business days. Further dispute resolution is governed by the Terms of Service.
12. Contact
For SLA and billing matters, please contact us at:
Plotrol Nexus Bhuyog Partners LLP — Support
Bengaluru, Karnataka, India
Support & SLA Claims: support@plotrol.com
Billing & Refunds: billing@plotrol.com
Grievance Officer: grievance@plotrol.com
Website: www.plotrol.com
Support hours: Monday – Saturday, 9:00 AM – 6:00 PM IST. Priority alert response is 24×7.