This policy governs refunds and cancellations for transactions processed through VyaparSethu's Protected Payment (escrow) infrastructure, operated by Digitex Studio.

1. Platform Fees

Platform subscription fees (if any) are non-refundable once the billing period has begun. Unused credits purchased separately are refundable within 7 days of purchase if not yet spent, subject to a processing fee of ₹99 or 5% (whichever is lower).

2. Protected Payment (Escrow) Transactions

When a buyer confirms a deal through Protected Payment, funds are held by Razorpay's escrow-equivalent mechanism. Refund eligibility depends on the deal stage:

Before supplier confirms order: Full refund to buyer, less any applicable payment gateway charges.
After supplier confirms but before delivery: Refund subject to mutual agreement and/or dispute resolution (see §4).
After buyer confirms receipt: Funds released to supplier. No refund except in cases of proven fraud or material misrepresentation.

3. Cancellation by Buyer

Buyers may cancel a deal before the supplier has confirmed production/dispatch. Cancellations after production begins may be subject to partial deduction for materials and work done, as agreed between buyer and supplier.

4. Dispute Resolution

If buyer and supplier cannot resolve a dispute directly, either party may raise a formal dispute by emailing digitex.studio@gmail.com with the deal ID and a description of the issue. VyaparSethu will act as a neutral facilitator and aim to resolve the dispute within 14 business days. Our decision in disputes is advisory; legally binding arbitration may be pursued per the Terms & Conditions.

5. Refund Processing Time

Approved refunds are processed to the original payment method within 5–7 business days. Bank processing time may add 2–3 additional days depending on your bank.

6. Exclusions

Goods that have been delivered and accepted by the buyer.
Custom or made-to-order goods once production has commenced.
Perishable goods after shipment.
Transactions where fraud or policy abuse is confirmed on the buyer's side.

7. Contact for Refunds

Email digitex.studio@gmail.com with your registered mobile, deal ID, and the refund reason. Response time: within 48 hours.

Refund & Cancellation Policy