I am sharing my experience as a genuinUnresolved Service Issues, Lack of Refund Transparency & No Response to Clarification Requestse…
I am sharing my experience as a genuine customer of Sulekha’s IMPACT PLUS package. I purchased the package specifically for training-related leads, but the leads delivered were mixed training + placement, which were not usable for my training-only business model. Before payment, refund eligibility was confirmed in writing via WhatsApp, but after payment, refund was denied. I paid a total of ₹59,000/- (₹50,000 + 18% GST) on 24 September 2025 via credit card. I discontinued usage on 17 October 2025 and raised grievances through several emails, calls, and tickets. Responses were only acknowledgements without addressing the core issue. When refund concerns were raised based on non-usable service delivery, Sulekha replied that refunds were not possible due to “refund norms.” However, no refund policy or non-refund clause was disclosed at the time of purchase, and no copy has been shared despite multiple requests. To resolve the matter, Sulekha offered an extension from 180 days to 240 days as “compensation.” However, crucial details were not disclosed, including: • What monetary value this compensation represents • Whether it accounts for the full ₹59,000/- paid or only a portion • How the value of the service would be tracked or verified • How a customer can confirm utilization of the compensated value Without visibility of monetary value or utilization, a tenure extension alone does not ensure delivery of contractual value. On 09 January 2026, I sent a written clarification requesting confirmation on two specific points: Whether Sulekha will deliver service equivalent to the full paid value of ₹59,000/-, and By what mechanism the customer can verify value utilization or balance. I was also informed that showing the full paid value is “not possible due to audit constraints,” which raises transparency concerns, as customers cannot verify whether the paid value is being delivered. I also identified a potential buyer for continuation of the package, but the arrangement could not proceed because Sulekha could not provide full value service details needed for continuation. Despite escalations to National Consumer Helpline (NCH), Consumer Forum, Commissioner’s Office, Cyber Cell, and my issuing bank, there has been no written response from Sulekha to the clarification email and no clarity provided on: • Refund norms being applied • Value delivery / compensation value • Tracking or utilization mechanism • Documentation and disclosures at time of sale Due to continued non-response and lack of clarity regarding value delivery, I requested my bank to process a chargeback under “service not provided / service not as described,” which is a recognized dispute category under card network guidelines. My intention in posting this review is not to criticize or defame any entity but to share factual information for consumer awareness. In my view, service platforms should ensure transparency regarding: ✔ Refund terms ✔ Service value and usability ✔ Tracking of value utilization ✔ Compensation clarity ✔ Documentation and disclosures at time of sale ✔ Response timelines to formal grievances I hope Sulekha reviews these concerns and enables clearer and fairer customer experiences going forward. This review is shared in good faith based on documented and verifiable experience as a paying customer. Under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, consumers are entitled to transparent refund terms, clear disclosures at the time of sale, and fair redress for services not delivered as described. — Nandini Arun