Refund, cancellation and delivery policy
When you can cancel a Retales plan or project, what's refunded, how long refunds take, and how our digital services are delivered.
On this page
#The short version
- Cancel within 7 days of signing and before work starts: 80% of your advance comes back.
- Monthly plans: cancel with 30 days' notice. A cycle that has already started isn't refunded.
- Duplicate or wrong payments: always refunded in full.
- Approved refunds reach you within 7 to 10 working days.
#How our services are delivered
- All our services are digital. Nothing is shipped, and there are no shipping charges.
- Work is delivered through your Retales portal, by email, or through shared links (such as Google Drive), on the timeline in your proposal.
- Portal access starts once your account or access code is activated, usually within 24 hours of payment.
- Products a brand sends to a creator for a campaign are shipped by the brand, under the brand's own policies.
#Cancellation and refunds
| Situation | What happens |
|---|---|
| Cancelled within 7 days of signing, before kickoff | 80% of the advance is refunded. 20% covers onboarding, research and setup already done. |
| Monthly retainer | Cancel with 30 days' written notice. Fees for a cycle that has already started aren't refunded. No further cycles are billed after the notice ends. |
| Fixed-price project, work started | The 50% upfront payment isn't refundable once research or production has begun. Milestones that haven't started aren't billed. |
| Brand cancels a creator deal after approval, before publishing | A 25% kill fee plus production costs already spent is payable to the creator. |
| Creator deliverable produced to an approved brief | The brand fee can't be cancelled. |
| Work doesn't match the agreed specification | We revise it at no extra charge. If we still can't fix it, you get a proportional credit or refund for that part. |
| Duplicate payment, wrong amount or a failure on our side | Refunded in full. |
| Portal plans and access codes | As stated when you buy. Once a plan period has started, it isn't refunded. |
These can't be refunded by us: ad spend already paid to platforms, third-party costs (stock, tools, travel, printing) already spent for you, and creator fees already paid out for delivered work. GST is refunded or adjusted through a credit note as the GST law allows.
#How to ask for a refund
- Write to usEmail hello@retales.in from your registered email with your invoice number and the reason.
- We replyWe acknowledge within 24 hours and decide within 7 working days. If we say no, we'll explain why.
- You get paidApproved refunds go back to the original payment method, or to your bank account for bank transfers, within 7 to 10 working days. Your bank may take a little longer to show it.
Please talk to us before raising a chargeback with your bank. We'll usually sort it out faster, and an unjustified chargeback may lead to the account being paused.
#Your legal rights
This policy doesn't take away any rights you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or, if you live in the EU or UK, your local consumer law. If you're not happy with our decision, see our Grievance redressal page.
- Business
- Retales India, a registered business in India
- Registered office
- DLF Prime Tower, Pocket F, Okhla Phase I, Okhla Industrial Estate, New Delhi, Delhi 110020, India
- Grievance Officer
- Grievance Officer, Compliance and Legal Desk, grievance@retales.in
- Privacy and data requests
- grievance@retales.in (subject: "Data Principal Request")
- General support
- hello@retales.in
- Phone and WhatsApp
- +91 9889889866