Refund & Escrow Policy

For escrow-eligible orders — physical and custom products — what you pay is held by our payment partner, Razorpay, rather than paid straight to the Creator. Escrow status moves through held → partially released → released, or to refunded if the order is cancelled or a dispute is resolved in your favour.

Escrow is released only by a verified notification from the payment provider or by an explicit administrative action on our side. Neither a Buyer nor a Creator can release funds from their own device, and no request from a browser or app can move money.

For custom orders, funds stay held until you have approved the design and the order has been fulfilled. That approval step is your leverage — please use it.

• Prepaid — the full order amount is charged upfront and held in escrow.
• Cash on Delivery (COD) — 40% of the order amount is charged as an advance by UPI when you place the order, and the remaining 60% is collected on delivery. The advance is what lets a Creator buy materials and start work, so it is treated as a genuine part-payment of the order, not a booking fee.

Ready-made items can be cancelled at any time before the Creator dispatches them, for a full refund.

Custom and made-to-order items can be cancelled for a full refund at any time before you approve the mockup. Once you approve a mockup, the Creator begins buying materials and making the piece for you, and the order can no longer be cancelled for a change of mind — though you keep every right in Section 6 if what arrives is not what was agreed.

A Creator may also cancel an order they cannot fulfil. If they do, you are refunded in full, including any COD advance.

Digital products are not escrowed: the Creator is paid on purchase and you receive a time-limited secure download link.

Because a digital file cannot be returned, digital purchases are refundable only before the download link is first used. After that, a refund is available where the file is faulty, corrupt, materially different from its description, or simply never delivered — raise it as a dispute and we will look at it.

If an order does not arrive within the delivery window shown on your order page, raise a dispute and we will investigate with the Creator. If the order genuinely cannot be delivered, you are refunded in full.

Tell us within 7 days of delivery if the item is damaged, faulty, the wrong item, or materially different from the listing or the approved mockup. Photographs help enormously. Depending on what happened, the outcome is a repair or replacement, a partial refund, or a full refund including the return shipping.

Made-to-order and personalised items cannot be returned for a change of mind — that is the trade-off for having something made only for you. Nothing here limits your rights under the Consumer Protection Act, 2019.

You can raise a dispute from your order page for: a wrong product, a customisation issue, a damaged product, an order not received, or a problem with a digital file.

A dispute moves from open to under review, and then to resolved or rejected. Both sides can present their account and evidence. We aim to acknowledge within 48 hours and to decide within 7 working days, or sooner where the facts are clear. Escrowed funds stay held while a dispute is open. The outcomes we can apply are a full refund, a partial refund, a replacement, or rejection of the claim.

Once a refund is approved we initiate it within 3 working days. After that the timing is your bank's: UPI refunds usually land within a day or two, and card and net-banking refunds typically take 5–7 working days to appear on your statement. Refunds always go back to the original payment method — a COD advance returns to the UPI account that paid it.

If a refund has not arrived within 10 working days of approval, write to support@getbanaya.in with your order number and we will chase it with the payment provider.

GetBanaya charges Creators a 10% platform commission and a 5% transaction fee on each order. Buyers never pay these.

On a full refund, the Buyer receives the entire amount they paid; our fees are reversed and the Creator is not out of pocket. On a partial refund, the Buyer receives the refunded portion in full and the platform absorbs the difference rather than clawing back commission already netted from a Creator's payout. Payment-provider charges on a refunded transaction are not always recoverable from the provider; where they are not, we absorb them.

Start with the dispute button on your order page — it reaches both the Creator and us, and it keeps the escrow hold in place while we look.

Order and refund queries: support@getbanaya.in
Unresolved complaints: The Grievance Officer, grievance@getbanaya.in
GetBanaya, Chennai, Tamil Nadu, India