At a glance
Real estate post-sales is everything a builder does for a buyer after the booking: the allotment letter, the registered agreement for sale, home loan paperwork, payment demands and receipts, construction updates, possession after the occupancy certificate, the conveyance deed, defect repairs and handing the building over to the association of allottees. For a RERA-registered project it is governed largely by the Real Estate (Regulation and Development) Act, 2016 (RERA) and your state’s RERA rules. Friction in this period usually comes from three gaps: a demand the buyer cannot verify, a document nobody can find, and a buyer who has not heard from the builder in months.
Updated . Rules as of October 2026 — check your state RERA rules and your lawyer/CA.
The post-sales stages, from booking to handover
This guide splits post-sales into ten stages. The order is fairly fixed; the timing depends on your agreement, your lenders and your state.
| Stage | What the buyer gets | What the builder must track | Typical documents |
|---|---|---|---|
| Booking / application | A unit held in their name | The 10% cap before a registered agreement; KYC; the unit taken off sale | Application form, booking receipt, PAN and address proof |
| Allotment letter | Confirmation of unit, price and payment plan | Sanctioned plans and the stage-wise completion schedule shared with the buyer | Allotment letter, cost sheet, payment schedule |
| Agreement for sale | A registered agreement fixing price, payment dates, possession date and default interest | Registration date; stamp duty and registration charges (state-specific) | Registered agreement, stamp duty and registration receipts |
| Home loan and tripartite agreement | Loan disbursements paid to the builder | Which lender, which instalments it pays, what it needs for each disbursement | Sanction letter, tripartite agreement where the lender asks for one |
| Demands and collections | A demand for each instalment, then a receipt | Due dates, amounts paid, GST, TDS, balance, delay interest | Demand letters, numbered receipts, statement of account |
| Construction updates | Evidence that the stage they are paying for was reached | The date each stage was reached, with photographs and certificates | Stage certificates, dated site photographs |
| Possession / handover | Keys, after the occupancy certificate | Occupancy or completion certificate, final dues, snag list closed | Occupancy / completion certificate, possession letter, handover checklist |
| Sale deed (conveyance) | Registered title to the unit | Deed execution date, stamp duty, the buyer’s share of registration charges | Registered conveyance deed |
| Defect liability | Free repairs for defects reported within five years of possession | Each defect, the date reported and the date fixed | Complaint or ticket record, repair sign-off |
| Maintenance and association handover | An association that takes over common areas and maintenance | Formation of the association; documents, plans and common areas handed over | Association registration, handover record |
What the RERA Act asks of a builder after the booking
Rules as of October 2026 — check your state RERA rules and your lawyer/CA.
These central RERA provisions apply after a booking. Some apply only “in the absence of any local law”, and states add their own rules, so treat this as a checklist for your legal team, not as advice.
At booking: share the plans and the schedule
At booking and allotment, the promoter must make available the sanctioned plans, layout plans and specifications, and the stage-wise schedule for completing the project (section 11(3)).
Sources: RERA Act, 2016 (PRS India)
Before the agreement: no more than 10%
A promoter cannot accept more than 10% of the cost as an advance or application fee before a written agreement for sale is signed and registered (section 13(1)). The agreement must state the payment dates and manner, the possession date, and the interest either side pays on default (section 13(2)).
Sources: RERA Act, 2016 (PRS India)
During construction: build to the sanctioned plans
The project must follow the sanctioned plans and specifications (section 14(1)). Apart from minor, non-structural changes the buyer asks for or an architect certifies and the buyer is told about, altering a buyer’s unit needs that buyer’s prior consent, and other changes to the building or common areas need written consent from at least two-thirds of the allottees (section 14(2)).
Sources: RERA Act, 2016 (PRS India)
At possession: the occupancy certificate
The promoter must obtain the completion or occupancy certificate and make it available to buyers (section 11(4)(b)). The buyer must take physical possession within two months of the occupancy certificate (section 19(10)).
Sources: RERA Act, 2016 (PRS India)
After possession: the conveyance deed
The promoter must execute a registered conveyance deed in the buyer’s favour (section 17(1)); where no local law sets a period, within three months of the occupancy certificate. Documents and plans, including common areas, go to the association — within thirty days of the occupancy certificate where no local law applies (section 17(2)).
Sources: RERA Act, 2016 (PRS India)
Five years: structural and workmanship defects
A structural defect, or a defect in workmanship, quality or services, reported within five years of possession must be fixed without charge within thirty days, or the buyer is entitled to compensation (section 14(3)). This continues after the conveyance deed (section 11(4)(a)).
Sources: RERA Act, 2016 (PRS India)
The association of allottees
The promoter must enable the formation of an association of allottees; where local laws are silent, within three months of a majority of units being booked (section 11(4)(e)). Until it takes over maintenance, the promoter provides essential services on reasonable charges (section 11(4)(d)).
Sources: RERA Act, 2016 (PRS India)
Collections discipline: demands, receipts and the statement
Collections take most of a post-sales team’s time, and most buyer complaints start there. Five habits keep them clean.
A demand letter that answers its own questions
Name the stage or date, the amount and its share of the agreement value, the GST, whether the buyer must deduct TDS, the due date, and bank and UPI details. On a construction-linked plan, attach the evidence that the stage was reached.
A numbered receipt for every payment
Every payment, including a bank disbursement, gets its own receipt showing the amount, the GST and any TDS the buyer deducted. A gross-amount receipt will not match the buyer’s tax records.
One statement of account per booking
The statement answers “how much have I paid and how much is left?”. The buyer, the bank and your accounts team should all see the same one.
Delay interest at the same rate both ways
A buyer who pays late owes interest (section 19(7)); a promoter who delays possession pays the buyer interest for every month of delay if the buyer stays (section 18(1)). The two rates must be equal (section 2(za)); the rate itself is set by your state’s RERA rules.
Sources: RERA Act, 2016 (PRS India)
Cancellation and refund by the agreement
A promoter may cancel an allotment only in terms of the agreement for sale; a buyer aggrieved by a unilateral cancellation without sufficient cause can go to the RERA authority (section 11(5)). If the promoter cannot give possession as agreed and the buyer withdraws, the money is returned with interest (section 18(1)). Deductions and refund timelines are as per your agreement and state rules.
Sources: RERA Act, 2016 (PRS India)
GST and TDS rates on instalments, with sources, are in our guide to construction-linked payment plans. Read the CLP guide.
Keeping buyers informed
Keeping buyers informed is the cheapest way to reduce post-sales workload. Many calls to a CRM desk ask how far the building has got, where a document is, or how much is owed — each answerable in advance.
Progress the buyer can see
Dated photographs and a stage-by-stage timeline turn a demand letter from a surprise into a confirmation.
Documents in one place
Allotment letter, agreement, receipts and statement should be available whenever the buyer needs them — usually when their bank asks, at short notice.
A ticket instead of a phone call
A ticket has an owner, a date and a history; a phone call has none.
One named person after the sale
From the day sales hands over, the buyer should know who owns their account. A handover in a WhatsApp message is lost the first time someone changes jobs.
Common post-sales mistakes
Crossing 10% before the agreement is registered
When registration slips, early instalments can quietly cross the section 13(1) limit. Track the total received, not just the booking amount.
Receipts that do not match the buyer’s records
Missing TDS and unreceipted bank disbursements put the statement out of step with the buyer’s records.
Different interest rates in each direction
Charging buyers a higher delay rate than you would pay them conflicts with section 2(za).
No record of defect complaints
The five-year defect period and the thirty-day repair window both need dates on record, not phone calls.
Treating possession as the end
The conveyance deed, the association handover and defect repairs all come after the keys.
How ZevroCRM handles post-sales
ZevroCRM continues past “deal won”. Everything below is in every plan unless marked otherwise.
- Each booking carries a payment schedule seeded from your workspace template, editable per booking. Overdue detection sends 3-day and 1-day reminders.
- Every payment gets a numbered receipt; the statement of account shows paid, due and balance per booking, with GST and TDS recorded on each line.
- Construction stages carry % complete, the date reached and photographs; the linked demand is dated “date reached plus grace days”, and money already paid is never re-dated.
- Buyers sign in to a customer portal to see dues, bank and UPI details, receipts, documents and the construction timeline — and raise a ticket when something is wrong.
- A relationship-manager workspace shows milestones due, documents still to collect and a handover checklist.
- Tickets are routed to staff by rule, with the whole history on record; a documents vault is included.
- On Growth and above, a Razorpay payment link for any milestone records the receipt automatically; money settles into your own Razorpay account.
- Every change is attributed to a user in an append-only audit trail.