Refund and Cancellation Policy

Effective date: 1 January 2026. This Policy is issued under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the contractual terms accepted by users and advertisers when they create an account with rupAIya.

1. Scope

rupAIya operates a two-sided marketplace. On one side, advertisers fund campaign budgets in advance and pay rupAIya for delivered ad impressions. On the other side, developer users accrue earnings as impressions are served inside their development environment and request payouts to their nominated Unified Payments Interface (UPI) Virtual Payment Address. This Policy describes the circumstances in which refunds, reversals, and cancellations are available to each side of the marketplace, the procedure for requesting them, and the timelines within which we will process valid requests.

2. Refund policy for advertisers

2.1 Pre-payment and authorisation

When you create a campaign, you are required to authorise an advance payment that fully funds the campaign budget through our payment gateway partner, Razorpay. The payment is captured at the time of campaign approval. Until a campaign moves to the “live” status, the funds are held against the campaign as an unconsumed budget. Upon delivery of an impression by a developer user, the corresponding cost is deducted from the unconsumed budget and reflected in the “spent” field of the campaign.

2.2 Non-refundability of spent budget

Once a campaign budget has been spent on a delivered impression, the corresponding amount is non-refundable. This is because the developer user who viewed the impression has already accrued earnings in their rupAIya wallet against that impression. Reversing the impression would amount to clawing back wages from a worker, which we will not do absent a finding of fraud on the part of the user. If you believe that a specific impression was fraudulent, you may submit a request for impression-level investigation to our trust-and-safety team within seven (7) days of the impression being recorded. If the investigation concludes that the impression was indeed fraudulent, the corresponding amount will be credited back to your campaign budget as ad-fraud recovery.

2.3 Refund of unspent budget

Unspent campaign budget is fully refundable upon a campaign pause request, subject to the following conditions: (a) the request is made in writing through the advertiser dashboard or by e-mail to our Grievance Officer; (b) the request is made within thirty (30) days from the date on which the campaign was paused; (c) the refund will be credited to the original payment instrument; and (d) any goods and services tax (GST) collected on the unspent portion will be refunded through a credit note issued in accordance with the Central Goods and Services Tax Rules, 2017. Refunds will be processed within ten (10) business days of the validated request. Bank settlement times are outside our control and may add a further two to five business days.

2.4 Campaign rejection refunds

If a campaign is rejected by the rupAIya trust-and-safety team for violation of our advertising guidelines, applicable Indian law, or the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the entire amount paid in respect of that campaign will be refunded to the original payment instrument within seven (7) business days. We will not charge any platform fee on rejected campaigns.

2.5 Chargebacks and disputes

We strongly request advertisers to raise refund requests directly with us rather than initiating chargebacks. Chargebacks initiated without a prior good-faith request to our support team may result in suspension of the advertiser account and forfeiture of any unspent budget. Any amounts found owing to rupAIya following a successful chargeback defence shall be deemed liquidated damages.

2.6 Platform fees

The platform fee component of a campaign budget is earned by rupAIya for each delivered impression and is not separately refundable. Tier-based discounts on platform fees, if any, will be honoured in accordance with the published rate card at the time of campaign creation.

3. Refund and reversal policy for users

3.1 Nature of user earnings

Earnings accrued by users for viewing impressions are recorded as pending credits in the user’s rupAIya wallet. Credits move from the “pending” to the “cleared” status after a contractual clearance period during which we may withhold release in cases of suspected fraud or anomaly. Cleared credits may be withdrawn to the user’s registered UPI Virtual Payment Address by raising a payout request once the wallet balance crosses the minimum payout threshold disclosed on the user dashboard.

3.2 Non-reversibility of initiated payouts

Once a payout has been initiated by rupAIya for processing by our payout partner, Cashfree Payments India Private Limited, the transaction is irrevocable from the user’s side. Users cannot request the cancellation of a payout once it has been moved into the processing queue, because the funds are debited from our pooled nodal-account balance at that point and routed to the National Payments Corporation of India (NPCI) UPI rails. We strongly advise users to verify their UPI VPA on the Settings page before raising a payout request.

3.3 Failed payouts

If a payout fails for any technical reason, including but not limited to invalid UPI VPA, beneficiary bank downtime, NPCI rail downtime, or compliance flag, the net amount will be returned to the user’s wallet as cleared credit within seventy-two (72) hours of the failure notification from the payout partner. The corresponding platform-fee component will not be re-charged in such a case, that is, the gross cleared balance will be restored to its pre-payout state. The user is then free to correct the underlying issue and raise a fresh payout request.

3.4 Account closure and residual balances

Users may close their account at any time using the “Delete my account” button on the Settings page. The closure request will be rejected if there is any payout in “requested”, “approved”, or “processing” status against the account. Once those payouts complete, the user may retry the closure request. Any cleared wallet balance at the time of closure must first be withdrawn via a successful payout; rupAIya will not retain residual balances post-closure and will not entertain claims for balances that the user voluntarily abandons by closing the account without first withdrawing.

3.5 Forfeiture for fraud

If rupAIya determines, after a fair investigation including a reasonable opportunity to be heard, that a user has accrued earnings through fraudulent or abusive impressions including but not limited to bot-driven impressions, sock-puppet accounts, click farms, or coordinated inauthentic behaviour, the affected earnings will be forfeited and the corresponding amount returned to the affected advertisers as ad-fraud recovery. Forfeited earnings are not refundable to the user.

4. How to request a refund

Refund requests may be submitted by writing to the Grievance Officer at tejmgokani@gmail.com with the following information: your account e-mail, the campaign ID or payout receipt number, the amount in question, the date of the disputed transaction, and a clear statement of the basis of the request. We will acknowledge receipt within forty-eight (48) hours and respond substantively within seven (7) days.

5. Modifications

We may amend this Policy from time to time. Material changes will be notified to existing users and advertisers by e-mail and through the in-app dashboard at least seven (7) days before they take effect. Requests submitted before the effective date of an amendment will be adjudicated under the version of the Policy then in force.