1. Definitions
- Applicable Charges: The fees deducted from the refund amount, which include but are not limited to convenience fee, commission fee, platform fee, payment gateway charges, and applicable taxes (CGST/SGST/IGST).
- Complete Work: Deliverables will be considered “complete” when the creator has submitted all contracted posts, reels, or stories as per the campaign brief given by the company.
2. Refund Eligibility and Conditions
A company may be eligible for a refund under the following circumstances:
Cancellation Before Campaign Starts:
If a campaign is cancelled at least 4 hours prior to the scheduled start time, a refund will be initiated after deducting applicable charges, which include platform fees and content creation charges as detailed below:
- For Reel: 10% of the campaign amount will be deducted if the creator has already created a reel. No previous campaign reels or reference reels will be taken into consideration.
- For Post: 5% of the campaign amount will be deducted if the creator has already created a post.
- For Story: No amount for the creator’s work will be deducted in this case.
- For All: 10% of the campaign amount will be deducted.
- For Post and Reel: 10% of the campaign amount will be deducted.
- For Post and Story: 5% of the campaign amount will be deducted.
- For Reel and Story: 10% of the campaign amount will be deducted.
Cancellation Within 4 Hours or After Campaign Starts:
No cancellations can be made within 4 hours campaign start time. If the company deliberately wants to cancel the campaign during that time, they can raise a ticket for the same.
Adintors reserves the right to decide the final refundable amount, taking into consideration the stage of the campaign, deliverables in Running or Completed, and the nature of content prepared by the creator.
3. Campaign Status and Refunds
Refunds shall be determined in accordance with the status of the campaign at the time of cancellation:
3.1 Open
Definition: Campaign has been accepted by the creator, but production of deliverables has not started.
Refund: Eligible for a full refund, subject to deduction of Applicable Charges.
3.2 Scheduled
Definition: Campaign dates have been fixed and confirmed, and preliminary preparations have started.
Refund: If cancelled at least 4 (four) hours prior to the scheduled start time, refund shall be processed after deduction of Applicable Charges and applicable creator work charges, if any:
- Reel: 10% of the campaign amount.
- Post: 5% of the campaign amount.
- Story: No deduction for creator’s work.
If cancelled within 4 (four) hours of the scheduled start time, no refund shall be permissible.
3.3 Running
Definition: Campaign has started, and deliverables are in the process of being produced or executed. Company can raise a ‘Dispute’ within 24 hours to get a refund.
Refund: Eligible only for a partial refund; that is, 70%, determined proportionately on the basis of completed work, time invested, and content created. Such refund shall be subject to deduction of Applicable Charges and creator work charges as outlined above.
3.4 Review
Definition: Deliverables have been submitted by the creator and are pending review/approval by the company. Company can raise a ‘Dispute’ within 24 hours to get a refund.
Refund: If content is rejected due to the creator’s failure to comply with the approved campaign brief, the company may raise a dispute and claim a refund, subject to the dispute resolution process.
If cancellation is initiated by the company at this stage (without fault of the creator), a refund of only 70% shall be calculated proportionately, subject to deduction of Applicable Charges and creator work charges.
3.5 Completed
Definition: Campaign deliverables have been completed, delivered, and marked as accepted by the company.
Refund: No refund shall be permissible.
4. Disputes Related to Refunds
- In the event of a dispute concerning refund eligibility, the company may raise a formal ‘Dispute’ through the campaign details section on the platform.
- If the creator has posted the wrong content or post, the company can raise a Dispute. Adintors team will investigate the matter, and Refund will be provided to the company after resolution of the dispute. In this case, no amount for content will be deducted for creator charges if the creator has not delivered as per the company requirements and discusses available in the chat section.
- The Adintors team will carefully evaluate all details and supporting communications to arrive at a fair decision.
- Based on this review, and our Refund policy, a full refund, a partial refund, or no refund will be initiated. The company agrees to abide by this final decision.
Dispute Process:
- Dispute raised by company (within 48 hours of campaign schedule).
- Adintors acknowledges dispute within 48 hours.
- Investigation conducted (3–5 working days).
- Decision communicated and refund initiated (within 7 working days after resolution).
Negotiation Scenarios: During disputes, both company and creator may enter negotiations, facilitated by Adintors, to reach a mutually agreeable solution.
5. Refund Mode and Timelines
- All refunds, whether full or partial, will be processed either through the same mode of payment or by bank transfers through NEFT/RTGS.
- Refunds will be completed within 15 working days from the date of cancellation confirmation or resolution of the dispute, whichever is later.
- Adintors is not responsible for delays caused by the payment gateway or banking institutions and will not be liable for any interest or compensation due to such delays.
6. Non-Refundable Scenarios
Refunds will not be entertained under the following circumstances:
- If the campaign has already been completed and marked as delivered by the creator. However, if the company has some issue, it can raise a ticket from the ‘Help’ section within 4 hours of campaign completion.
- If the company fails to maintain timely communication after the campaign schedule request has been accepted by the creator.
- If the cancellation or refund request arises solely due to a change of mind or internal company decisions, without any fault on the part of the creator.
7. Additional Conditions
- Conditions for Refunds: Refunds will only be granted when cancellation or disputes are valid and raised within the specified eligibility timeline.
- Justification for Additional Charges: Any extra deductions beyond platform fees or content charges will be accompanied by a clear explanation.
- Data Retention Rights: Adintors reserves the right to retain campaign-related data even after full refund or compensation, for legal and compliance purposes.
- Usage Rights: Companies cannot use any incomplete or refunded content without explicit approval. Usage rights remain with the creator unless specified otherwise.
