Fees, Cancellation and Refund Policy
Version 1.0 · Effective date: 21 September 2026 · Last updated: 21 September 2026
1. Our three fee models, by stage
| Stage | Model | Basis | Published rate |
|---|---|---|---|
| Manage — DSO Reduction Programme | Seat fee | A fixed monthly fee per deployed specialist, for the term in the Statement of Work, plus GST | Not published; stated in the Commercial Schedule |
| Collect — Recover dues | Success fee | A percentage of Recovered Amounts, by ageing band at submission, plus GST | Percentages stated in the Commercial Schedule |
| Enforce — Legal recovery | Case by case | Three separate line items: Kenstone's coordination fee (fixed or staged), the independent advocate's fee, and court/tribunal/statutory fees at cost | Estimated in writing before any filing; approved on the Legal Escalation Referral Consent |
We do not charge a consultation fee for the first conversation. An onboarding fee, if any, is stated in the Commercial Schedule.
2. When a success fee is earned
2.1 A success fee is earned when, and only to the extent that, the Client actually receives value on a Claim — cleared funds, or goods returned, set-off or credit the Client accepts in discharge — during the engagement or the Tail Period.
2.2 It is calculated on the amount received, not on the amount claimed. Partial recoveries, instalments and settlements attract the fee on each amount as it is received.
2.3 Direct Payments count. If the debtor pays the Client directly, returns goods, or settles through any route after the Claim is submitted, the fee is payable at the same rate. The Client tells us of every such receipt within two working days.
2.4 Tail Period. For the period stated in the Commercial Schedule after a Claim is closed, withdrawn or the engagement ends, the fee remains payable on amounts received from that debtor on that Claim where our work contributed to the recovery. This protects against a debtor who pays the day after we are stood down.
2.5 Bad-faith circumvention. If the Client, to avoid the fee, conceals a receipt, agrees a private settlement without telling us, or re-invoices the same debt, the fee is payable on the amount that would have been recovered, and the engagement may be terminated.
2.6 The fee applies to principal and to interest actually recovered. Interest is collected only where the contract or a statute supports it. We do not charge a fee on amounts the Client waives.
3. What "no recovery, no success fee" means — and does not
If nothing is recovered on a Claim, no success fee is charged for the collection work on that Claim. It does not mean that nothing is ever payable:
- third-party expenses (clause 4) are payable whether or not anything is recovered;
- seat fees under the DSO Reduction Programme are payable for the term regardless of collections;
- Enforce-stage coordination fees, advocate fees and court fees are payable as incurred;
- amounts recovered in the Tail Period or by Direct Payment attract the fee;
- a Claim withdrawn, or returned because it was false, inflated, disputed without disclosure or time-barred, may attract the charges in clause 6.
We say this plainly because "no recovery, no fee" as usually advertised hides the work an agency will then avoid. Our point of view is published at https://www.kenstonecapital.in/insights/no-recovery-no-fee-wrong-deal.
4. Charges in addition to the fee
| Item | Charged how | Payable when |
|---|---|---|
| Field visits outside the city where the assigned practitioner is based | Travel at cost, or a per-visit charge stated in the Schedule | As incurred, against the visit report |
| Skip-tracing and registry search charges | At cost | As incurred |
| Courier, notarisation, stamp duty | At cost | As incurred |
| Legal coordination fee (Enforce) | Fixed or staged, as approved | Per the Referral Consent |
| Independent advocate's fees | Billed by the advocate or law firm (ordinarily our empanelled firm, TrueNorth Legal Partners) directly to the Client; Kenstone does not share in these fees | Per the advocate's engagement |
| Court, tribunal, arbitration, mediation and Facilitation Council fees | At cost, paid by the Client or reimbursed with receipts | Before filing |
| Referral fee to a partner who introduced the Client | Paid by Kenstone out of its own fee, and disclosed to the Client on request | Never charged to the Client in addition |
No expense beyond an estimate the Client has approved in writing is incurred.
5. Taxes
GST at the prevailing rate (currently 18%) is added to all fees and to reimbursed expenses that are not pure-agent disbursements. TDS deducted by the Client under the Income-tax Act is credited against the invoice on production of the certificate. Kenstone's PAN and GSTIN appear on every invoice.
6. Cancellation and withdrawal
| Situation | Effect |
|---|---|
| Client withdraws a Claim before first debtor contact | No success fee; expenses incurred are payable |
| Client withdraws a Claim after work has started | No success fee unless value is received in the Tail Period; expenses payable |
| Client ends the DSO Reduction Programme before the minimum term | Seat fees for the notice period 30 days are payable; no refund of fees for months already worked |
| Client cancels an approved legal escalation | Coordination fee earned to date, advocate fees and statutory fees already incurred are payable |
| Claim returned because documentation was missing and not supplied within 30 days | Expenses payable; no success fee |
| Claim returned because it was false, inflated, unlawful, undisclosed-disputed or time-barred | Expenses payable plus any claim-review charge stated in the Commercial Schedule; the Client indemnifies Kenstone for any loss |
| Case closed on compliance grounds (debtor insolvent, moratorium, unlawful instruction refused) | No success fee; expenses payable |
| Kenstone terminates for the Client's breach | Fees and expenses to date; Tail Period applies |
7. Refunds
7.1 Success fees are invoiced only on value actually received, so there is ordinarily nothing to refund. If an invoice is raised in error, or a receipt is later reversed by the debtor's bank, the fee on that amount is credited against the next invoice or refunded within 15 days.
7.2 Seat fees for months already worked are non-refundable. Fees for months not yet started are refunded if we cancel.
7.3 Expenses paid to third parties are non-refundable unless the third party refunds them.
7.4 Refunds are made to the account from which payment was received, by bank transfer, within 15 days of approval.
8. Chargebacks and payment disputes
If a Client disputes an invoice, it writes to info@kenstonecapital.in (subject: "Accounts") within 15 days with the reason; the undisputed part is paid on time; we respond within 10 working days with the reconciliation. A chargeback raised without first raising a dispute with us is treated as a payment default.
9. What we never do
We do not take a percentage of amounts the Client did not receive. We do not charge the debtor anything. We do not receive debtor payments into our own accounts. We do not add "collection charges" to the debtor's bill unless the Client's contract with the debtor allows it and the Client instructs it.
10. Contact
Accounts: info@kenstonecapital.in (subject: "Accounts") · +91 80 6824 8827 · Kenstone Capital Debt Consulting Private Limited, Sabari Complex, Field Marshal Cariappa Road, Shanthala Nagar, Ashok Nagar, Bengaluru 560025.
Earlier versions of this document are available on request from info@kenstonecapital.in. Questions or complaints: Grievance Redressal Policy.