Refund, Cancellation & Dispute Resolution Policy
Introduction
- This Refund, Cancellation & Dispute Resolution Policy governs refunds, cancellations, escrow reversals, dispute handling, and payout adjustments on the Asoobi platform.
- Asoobi acts as a technology intermediary and escrow facilitator between brands/businesses and creators.
Escrow and Payment Structure
- Brands are generally required to deposit funds into escrow before creators begin work.
- Funds held in escrow remain allocated toward the relevant collaboration, campaign, or competition until released, refunded, or resolved through dispute handling.
- Asoobi does not intend to unjustly retain escrow funds belonging to users.
Cancellation by Brand
- A brand/business may request cancellation before the creator has substantially started work.
- If cancellation occurs before work commencement or before significant creator effort, the escrow amount may be refunded to the brand/business subject to deduction of applicable payment gateway charges.
- If a creator has already substantially begun work, partially completed deliverables, reserved production resources, or incurred reasonable expenses, partial compensation may be provided to the creator.
Cancellation by Creator
- If a creator cancels after accepting a collaboration without reasonable justification, the escrow amount may be refunded to the brand/business.
- Repeated cancellations by creators may result in reduced visibility, suspension, platform restrictions, or account review.
- Creators must communicate delays or issues promptly through official platform channels.
Creator Non-Delivery
- If a creator fails to deliver agreed content, abandons the project, misses deadlines without reasonable explanation, or submits materially incomplete deliverables, the brand/business may request a refund.
- Asoobi may review communication history, submissions, timelines, and evidence before determining refund eligibility.
Dispute Resolution and Partial Settlement
- In disputes involving subjective quality concerns, partial completion, scope ambiguity, delayed communication, revision disagreements, or mixed responsibility, Asoobi may facilitate partial settlements.
- Asoobi may determine that part of the escrow amount should be refunded to the brand/business while another portion is released to the creator based on the extent of work completed and fairness considerations.
- Dispute decisions may consider communication records, briefs, deliverables, revisions, timelines, platform policies, and evidence submitted by both parties.
Platform Fees and Payment Gateway Charges
- Payment gateway charges, banking charges, taxes, foreign exchange charges, and third-party processing fees are generally non-refundable because they are outside Asoobi's direct control.
- In cases involving full refunds without disputes, Asoobi generally does not intend to charge platform fees.
- In disputes requiring manual review, moderation, investigation, operational handling, or mediation, Asoobi reserves the right to deduct reasonable platform or dispute-handling fees from the escrow amount before settlement.
- Any applicable deductions shall be transparently reflected where operationally feasible.
Refund Timelines
- Approved refunds are generally processed within reasonable timelines depending on banking networks, payment gateways, UPI systems, card issuers, and financial institutions.
- Asoobi is not responsible for delays caused by third-party payment processors or banking systems.
Chargebacks and Payment Abuse
- Users must not initiate fraudulent chargebacks, payment reversals, or unauthorized payment disputes without first attempting resolution through the platform.
- Fraudulent payment reversals may result in account suspension, permanent bans, recovery actions, legal proceedings, and reporting to payment processors or authorities.
Non-Refundable Situations
- Refunds may be denied where deliverables substantially comply with the agreed brief and the dispute arises solely from subjective preferences or changes in marketing direction.
- Refunds may also be denied in cases involving abuse, bad-faith conduct, fraudulent activity, manipulation attempts, or policy violations.
Compliance and Legal Obligations
- Certain transaction records, dispute records, invoices, payout details, escrow logs, and taxation-related records may be retained even after refunds or account deletion to comply with legal, accounting, fraud prevention, audit, taxation, TDS, consumer protection, and regulatory obligations.
Contact and Escalation
- Users may contact Asoobi support through official support channels for cancellation requests, refund concerns, dispute escalation, or settlement discussions.
This policy forms part of the Asoobi Terms & Conditions and may be updated periodically to comply with evolving legal, taxation, escrow, consumer protection, and data protection requirements.
Refund, Cancellation & Dispute Resolution Policy · v1.0.0