Refund Policy

1. Overview

This Refund Policy applies to all transactions on Musubi. All amounts are in INR and processed via Razorpay.

2. Wallet Top-ups (For Brands)

• Unused wallet balance is eligible for refund within 30 days of the top-up date
• Refunds processed within 5-7 business days to original payment method
• Partial refunds allowed. Only the unused amount is refundable
• After 30 days, wallet balance is non-refundable but remains available for future campaigns

3. Platform Fee (Non-Refundable)

The 10% platform fee charged when a campaign launches is strictly non-refundable. This covers platform operations, payment processing, and fraud prevention infrastructure.

4. Unspent Campaign Budget

• When a campaign ends or is cancelled, the unspent remaining budget is automatically returned to your Musubi wallet
• To transfer this back to your bank account, contact contact@musubiclip.com within 30 days
• Wallet balance refunds follow the same 5-7 business day timeline

5. Failed Creator Payouts

• If a UPI payout to a creator fails (invalid UPI ID, bank issues), the amount is automatically returned to the campaign's remaining budget
• Creators should ensure their UPI ID is correct in Settings
• Failed payout amounts can be re-triggered by updating the UPI ID and contacting support

6. Disputed Submissions

• If a brand disputes a clip after approval, Musubi will review within 48 hours
• Approved payouts cannot be reversed unless fraud is proven
• If fraud is confirmed, the payout amount is returned to the campaign budget

7. How to Request a Refund

Email contact@musubiclip.com with subject line “Refund Request” and include:

• Full name and registered email
• Transaction/Order ID from Razorpay
• Amount and date
• Reason for refund request

8. Non-Refundable Items Summary

• 10% platform fee (once campaign is launched)
• Wallet balance older than 30 days
• Earnings already paid out to creators
• Amounts forfeited due to fraud or Terms of Service violations