Refund & Cancellation Policy

1. How refunds actually work on CounterAd.com

Most "refunds" on our Platform aren't manual requests you have to file — they're automatic, and built into how a campaign is billed:

• Undocumented display days are refunded automatically. A campaign's daily counter fee is only paid to the Retailer if they upload at least 2 timestamped display photos that day. If a day passes without enough proof, that day's reserved amount is returned to the Brand's wallet automatically — no request needed.
• Unused wallet balance stays available. Wallet top-ups are held as available balance until you use them to book a counter. Funds you haven't booked with remain in your wallet for future use.

2. Wallet top-ups

Wallet top-ups are processed via Razorpay. If you believe a top-up was made in error or wasn't reflected in your wallet balance, contact support@counterad.com within 7 days with your payment reference. Verified erroneous charges are refunded to the original payment method, subject to Razorpay's standard refund processing timelines (typically 5–7 business days).

3. Cancelling a booking

If you need to cancel a campaign before the display has been activated (i.e. before the Retailer has confirmed product receipt and started the display), contact support@counterad.com with the campaign reference. Reserved funds for a cancelled, not-yet-activated campaign are released back to your available wallet balance.

4. Disputed campaigns

If either the Brand or Retailer raises a dispute on a campaign, further daily settlement is paused until our team reviews the evidence. The outcome may result in funds being released, refunded, or held, depending on what the evidence shows.

5. Retailer withdrawals

Retailers can withdraw their available wallet balance to their verified bank account or UPI ID at any time, subject to a minimum engagement reserve remaining in the wallet (shown on the withdrawal page). Withdrawal requests are processed by our operations team; typical processing time is a few business days.

6. Contact

For anything not covered above, reach out to support@counterad.com and include your account username and, if relevant, the campaign reference.