Refund & Cancellation Policy

1. How Buyer Protection Works

When a Brand funds a Deal, the money is held securely in escrow through our payment partner (Razorpay Route). It is not paid to the Creator immediately. Funds are released to the Creator only when one of the following happens:

• the Brand approves the delivery; or
• the review window of 72 hours after delivery closes without the Brand approving or raising a dispute (auto-release); or
• a dispute is resolved in the Creator’s favour, in whole or in part.

This escrow model is the core of buyer protection: a Brand’s money is recoverable up until release.

2. When a Brand Is Eligible for a Refund

A Brand may be entitled to a full or partial refund where:

• Non-delivery: the Creator fails to deliver the agreed work.
• Missed deadline: the Creator fails to deliver within the agreed timeline and the Brand chooses to cancel.
• Cancellation before work begins: the Deal is cancelled by mutual agreement before the Creator has started.
• Dispute outcome: a moderator resolves a dispute in favour of the Brand (full refund) or splits the funds (partial refund).

3. When Refunds Are No Longer Available

Once funds have been released to the Creator — by approval or by auto-release after the review window — the Deal is considered complete and is no longer refundable through the Platform. If a Brand has a concern, it must approve or raise a dispute before the review window closes. We therefore encourage Brands to review deliverables promptly.

4. Cancellations

• By the Brand: A Brand may request cancellation before delivery. If the Creator has not begun work, the escrowed amount is refunded in full. If work has begun, the parties may agree a fair split, or either party may raise a dispute.
• By the Creator: A Creator who cannot complete a Deal should cancel promptly; the escrowed amount is returned to the Brand.

5. Disputes and Partial Refunds

Where a Brand and Creator disagree, the dispute process in our Terms of Service applies: the parties may propose a split, and if they cannot agree, a CloutROI moderator decides. The outcome may be a full refund to the Brand, full release to the Creator, or a split that returns part of the funds to the Brand. The moderator’s decision is final and binding as to release of the escrowed funds.

6. Platform Fees on Refunds

Where a Deal is refunded in full due to non-delivery or a dispute resolved in the Brand’s favour, the Platform Fee is also refunded.

7. Taxes on Refunds

Refunds are processed on the net transaction. Adjustments to GST and any tax deducted at source (TDS) on refunded amounts are handled in accordance with applicable Indian tax law. Where a refund affects a TDS already deducted, the correction will be reflected as required by law.

8. How Refunds Are Processed

Approved refunds are returned through the same payment rails used for the original payment (via Razorpay) to the original payment method. Refunds are typically initiated within 5 business days of approval; the time for funds to appear depends on the Brand’s bank or card issuer, usually 5–10 business days.

9. How to Request a Refund or Raise a Dispute

To request a refund or raise a dispute, open the Deal and select “Raise a dispute,” or contact us at support@cloutroi.com before the review window closes. Provide the Deal reference and a description of the issue. Our team will guide you through the negotiation and, if needed, moderation process.

10. Contact

Questions or grievances: support@cloutroi.com (attn: Grievance Officer).