Refund and Cancellation Policy

Effective date: February 20, 2026 | Version: 2026.02-global

This policy explains wallet funding reversals, campaign cancellations, and withdrawal exceptions.

Wallet Top-Ups (Razorpay)

Successful top-ups are credited to the user wallet after verification succeeds.
Failed or cancelled gateway payments are not credited.
Chargeback, dispute, or fraud-confirmed payments may be reversed.

Campaign Cancellation

Advertisers can pause or stop campaigns from the Campaigns section.
Delivered impressions/clicks and consumed budget are non-refundable.
Undelivered budget remains in wallet balance for future campaigns.

Publisher Withdrawals (Cashfree Payout)

Requested withdrawals are subject to payout provider processing states.
If provider marks transfer failed, the platform attempts wallet reversal automatically.
Processing timelines can vary by bank, UPI network, holidays, and compliance checks.

Support and Escalation

For refund disputes, include transaction ID, date/time, amount, and screenshot proof.

Support: support@velismail.online

Operational Interpretation and Regional Mapping

These requirements should be interpreted as global baseline controls for a live ad operations platform. Teams must map each requirement to local legal obligations, contractual duties, and traffic-source constraints before enabling production delivery at scale.

When regional regulations impose stricter standards, the stricter standard applies. Where legal ambiguity exists, operations should default to least-risk handling and documented escalation to legal or compliance owners.

Policy-to-Workflow Mapping

Map each policy control to one concrete workflow checkpoint.
Define accountable owner, review cadence, and evidence source.
Link policy failures to clear remediation and rollback actions.
Track policy exceptions with expiry and approval metadata.

Evidence and Audit Quality

Keep verifiable logs for approvals, enforcement, and account state changes.
Maintain immutable records for policy acceptance and version changes.
Preserve incident evidence with timestamp accuracy and actor context.
Support regulator and partner audits with structured evidence retrieval.

Release and Change Governance

Run policy impact review before major workflow or billing changes.
Gate high-risk releases behind compliance and security readiness checks.
Document rollback criteria for policy or abuse regressions.
Communicate material policy updates with effective-date clarity.

Extended Compliance Checklist

Confirm access controls for admin, publisher, advertiser, and support roles.
Verify domain ownership, sitemap coverage, and install-code integrity before launch.
Validate ad creatives, landing behavior, and category eligibility rules.
Ensure budget, spend, and settlement paths align with billing model selection.
Run fraud and abuse controls for both ad-serving and click attribution pathways.
Confirm user data handling for consent, retention, and rights-response timelines.
Check payout safeguards, webhook integrity, and transaction audit visibility.
Review security events, incident triage flow, and postmortem documentation quality.
Ensure policy pages remain reachable, indexable, and version-consistent in sitemap.
Require periodic policy refresh training for operational and support teams.

Policy FAQ for Operations Teams

How often should this policy be reviewed?

Review before each major release and at recurring governance intervals, especially when billing logic, targeting controls, or verification workflows change.

What happens if live behavior conflicts with policy text?

Live enforcement should default to safer behavior immediately, then trigger incident review and documented correction to either implementation or policy wording.

How should teams handle partner-specific requirements?

Apply partner requirements as stricter overlays where needed, while preserving baseline platform controls and maintaining auditable policy-to-process mapping.