Refund & Escrow Policy
Last updated: [DRAFT — date to be set on legal sign-off]
1. Escrow protection
For escrow-eligible orders (physical and custom products), the amount you pay is held by our payment partner, Razorpay, rather than released to the Creator immediately. Escrow status moves through held → partially released → released, or to refunded if an order is cancelled or a dispute is resolved in the Buyer's favour.
2. Payment methods
- Prepaid — the full order amount is charged upfront and held in escrow.
- Cash on Delivery (COD) — 40% of the order amount is charged as an advance via UPI when you place the order; the remaining 60% is collected on delivery.
3. Digital products
Digital products are not escrowed — the Creator is paid out instantly and you receive a time-limited secure download link.
[OPEN QUESTION — not yet decided]
Whether digital products are refundable, and under what conditions (e.g. before vs. after the download link is used), has not yet been decided and will be specified here.
4. Cancellations
[OPEN QUESTION — not yet decided]
The window during which an order can be cancelled before production begins has not yet been set as a business rule. No specific cancellation deadline should be assumed until this is finalized.
5. Disputes
If something goes wrong with an order, you can raise a dispute from your order page. Disputes can be raised for: wrong product, a customization issue, a damaged product, an order not received, or a digital file issue. An admin reviews the dispute and resolves it as a full refund, partial refund, replacement, or rejection.
6. Refund timelines
[OPEN QUESTION — not yet decided]
A specific refund-processing SLA (e.g. number of business days) has not yet been set, pending Razorpay settlement timelines and a business decision. No specific timeline should be assumed until this is finalized.
7. Platform fees on refunds
GetBanaya charges Creators a 10% platform commission and a 5% transaction fee on each order. As of this draft, when an order is partially refunded, the platform currently absorbs the difference rather than clawing back commission already netted from the Creator's payout. This may change in a future version of this policy.
8. Contact
[DRAFT — legal entity name, address, and contact email to be added.]