Payment, Cancellation & Refund Policy

This Payment, Cancellation & Refund Policy (“Policy”) applies to all payments made on the Kollabr website and app (the “Platform”), operated by [Registered Business Name] (“Kollabr”, “we”, “us”). It should be read together with our Terms of Service and Privacy Policy.

Joining Kollabr as a User or Creator is free. This Policy covers paid services, including brand plans, collaboration bookings (such as Single Collab Sprints, Monthly Retainers and Annual Ambassadorships) and any other paid feature offered on the Platform.

• All online payments are processed securely through our RBI-authorised payment gateway partner (“Payment Partner”), using its secure, encrypted checkout.
• We accept the payment methods offered at checkout, which may include UPI, debit cards, credit cards, net banking and wallets.
• Kollabr does not store your card number, CVV, UPI PIN or net banking credentials. These are handled by our Payment Partner and the banks in line with PCI-DSS and RBI guidelines.
• All prices are in Indian Rupees (INR). Applicable taxes, including GST, are shown at checkout before you pay.
• After a successful payment you will receive a confirmation with your Order ID. Keep it, as you will need it for any cancellation or refund request.
• Payments for collaboration bookings are held against agreed milestones and released to the creator only after the related deliverable has been submitted and approved.

If money was debited from your account but the payment failed, or you were charged twice for the same order, you do not need to do anything. The amount is automatically reversed to your original payment source within 3–5 business days, as per our Payment Partner's and your bank's process.

If the amount has not been credited back after 5 business days, please contact us at support@kollabr.in with your Order ID or transaction reference and we will follow up with our Payment Partner on your behalf.

Collaboration bookings

• Before the creator accepts the brief: you may cancel at any time for a full refund.
• After acceptance, before work begins: you may cancel within 48 hours of acceptance for a full refund of all unreleased amounts.
• After work has begun: milestones already approved and released are not refundable. Amounts for milestones not yet delivered are refunded.
• Monthly Retainers and Annual Ambassadorships can be cancelled before the next milestone or billing cycle starts. Future, unreleased milestones are refunded.

Brand plans and subscriptions

• You can cancel a subscription at any time from your account or by contacting us. Cancellation stops future renewals.
• You keep access until the end of the current billing period. We do not refund unused days of an ongoing period, except as described in Section 5.

Kollabr may cancel a booking or subscription if it breaches our Terms of Service, for suspected fraud, or if we cannot provide the service. If we cancel for reasons not caused by you, you receive a full refund of the unused amount.

You are eligible for a full or partial refund in the following cases:

• The payment failed, or you were charged more than once for the same order.
• You cancelled within the cancellation windows described in Section 4.
• The creator did not deliver an agreed milestone by the agreed deadline, or withdrew from the collaboration.
• The delivered work materially does not match the agreed brief, and the issue is raised within 7 days of delivery and not resolved through revisions.
• A first-time brand plan purchase cancelled within 7 days of payment, provided no collaboration has been booked or started under that plan.
• Kollabr cancelled the service for reasons not caused by you.

Refunds may be full or partial, depending on the milestones delivered. Where a payment covers several milestones, we may issue more than one partial refund, but the total refunded will never exceed the amount you paid.

• Milestone payments that you have approved and that have been released to the creator.
• Content that has been delivered, approved and published, or for which usage rights have been granted.
• Unused days of an ongoing subscription period after the 7-day window for first-time purchases.
• Requests raised after the timelines in this Policy, or that are based on a change of mind after work has been completed.
• Accounts suspended or terminated for violating our Terms of Service, fraud or misuse of the Platform.

All cancellation and refund requests should be made to Kollabr directly, as we are the merchant for your payment.

1. Email support@kollabr.in (or use the Contact page) with your Order ID, registered email or phone number, and the reason for the request.
2. We acknowledge your request within 24 hours.
3. We review it and share our decision within 5 business days. For collaboration disputes we may ask both parties for details.
4. If approved, we initiate the refund through our Payment Partner. You will receive a “refund initiated” confirmation by email.

Approved refunds are always credited back to the original payment method used for the transaction. We cannot transfer refunds to a different account, card or method.

Many refunds are processed quickly, but standard bank timelines after we initiate the refund are:

Timelines are in working days and may be longer because of bank processing, fraud checks, weekends or public holidays. Once processed, you can track the refund in your bank statement using the ARN (Acquirer Reference Number), which we can share on request.

If something is wrong with a payment, please contact us first. Most issues are resolved faster than a bank dispute.

If you raise a chargeback with your bank, we will respond to it through our Payment Partner with the relevant transaction and delivery records. Chargebacks raised for services that were delivered and approved, or raised while a refund is already being processed, may be contested. Repeated or fraudulent chargebacks may lead to account suspension.

Kollabr is a digital service. We do not sell or ship physical products, so no shipping charges apply.

• Paid plan features are activated on your account immediately after a successful payment, or within 24 hours in rare cases.
• Collaboration deliverables (such as Reels, Stories, photos and videos) are delivered digitally through the Platform, according to the timelines agreed in each brief.
• If a feature is not activated within 24 hours of a successful payment, contact us and we will resolve it or refund you.

We may update this Policy from time to time. The updated version will be posted on this page with a new effective date. Changes do not affect payments made before the update.

For any payment, cancellation or refund question, reach us at: