Refund Policy

1. Introduction

This Refund Policy ("Policy") explains the circumstances in which a refund may be requested for purchases made through DigitalScratchCardsDesign, operated by NR12 Brands Marketing Private Limited ("NR12 Brands", "we", "us" or "our").

This Policy forms part of the DigitalScratchCardsDesign Terms & Conditions and should be read together with the Cancellation Policy, Privacy Policy and Shipping/Digital Delivery Policy.

2. Digital Services

DigitalScratchCardsDesign provides digital tools and services for creating, designing, managing and distributing Digital Scratch Cards for business promotional activities.

Once a digital service has been generated, created, assigned, issued or otherwise processed, technical and operational resources may already have been consumed. Accordingly, processed digital services may generally not be refundable except where required by applicable law or approved by NR12 Brands.

3. Eligible Refund Situations

A refund request may be considered, subject to verification and applicable law, in circumstances such as:

• A confirmed duplicate payment for the same transaction.
• A payment was successfully debited but the purchased digital service was not provided because of a confirmed system or processing failure.
• A confirmed technical error attributable to the Platform resulted in an eligible service not being delivered or recorded correctly.
• Another circumstance in which a refund is required by applicable law.

Eligibility is determined based on transaction records, service status, technical records and the circumstances of the request.

4. Non-Refundable Situations

Unless required by applicable law, a refund will generally not be available where:

• Digital Scratch Cards have already been created, generated, assigned, issued or otherwise processed.
• Cards have been used, scratched, redeemed or otherwise consumed.
• The business owner entered incorrect information, offer details, images, quantities or campaign settings.
• The business owner changes their mind after the digital service has been processed.
• The business owner does not achieve expected sales, customer engagement, revenue or promotional results.
• The issue relates to a product, gift, reward, discount, voucher or offer supplied by the business owner rather than the digital Platform service.
• The transaction was affected by circumstances outside NR12 Brands' reasonable control and the purchased digital service was otherwise properly provided.

5. Payment Failure

If a payment attempt fails and no successful debit has occurred, no refund is normally required because no completed payment has been received.

If the customer's account or bank shows a successful debit but the Platform does not receive a successful transaction confirmation, the transaction may be reviewed after the payment provider's records are checked.

6. Duplicate Payments

If the same purchase is accidentally paid more than once, the duplicate transaction may be reviewed for refund, provided the transaction can be verified and has not already been legitimately applied to another service or obligation.

Users should provide all relevant transaction references when reporting a suspected duplicate payment.

7. Processed Digital Cards

For this Policy, a Digital Scratch Card may be treated as processed when the Platform has generated, created, assigned, issued, recorded or otherwise completed the digital card according to the applicable workflow.

Once processed, the card may not be cancellable or refundable except where required by applicable law or where NR12 Brands approves an exception.

8. How to Request a Refund

Refund requests should be submitted to the contact details provided on the Website.

To help us investigate, include:

• Registered business/account name.
• Registered mobile number or email address.
• Order, purchase or transaction reference.
• Date and approximate time of payment.
• Amount paid.
• Reason for the refund request.
• Relevant payment confirmation or supporting information, where available.

Requests should be submitted as soon as reasonably possible after the issue is identified.

9. Refund Review

Each request may be reviewed based on the transaction and service records available to NR12 Brands.

We may verify payment status with the applicable payment gateway or financial institution and may request additional information where reasonably necessary.

Submitting a refund request does not automatically guarantee approval.

10. Approved Refunds

If a refund is approved, it will normally be processed through the original payment method or another appropriate method permitted by the applicable payment provider and law.

Where only part of a transaction is eligible, NR12 Brands may process only the eligible amount.

Any applicable statutory deductions, payment-provider limitations or other lawful adjustments may be considered where relevant.

11. Refund Processing Time

Once a refund is approved, NR12 Brands Marketing Private Limited will normally initiate/process the refund within 24–48 business hours.

After the refund is initiated, the time taken for the amount to appear in the customer's bank account, card, UPI account or original payment method may depend on the applicable payment gateway, bank, card network, UPI provider or other financial institution.

NR12 Brands will not be responsible for delays caused solely by the external payment provider after the refund has been initiated.

12. Payment Gateway & Third-Party Issues

Payments may be processed by third-party payment providers. Their terms, verification procedures and processing timelines may apply to transactions.

Where a transaction dispute is caused by a third-party payment service, NR12 Brands may need to coordinate with that provider before determining the outcome of a refund request.

13. Discounts & Promotional Benefits

Promotional discounts, referral benefits, credits or other incentives may have separate eligibility conditions.

If a refund affects the eligibility or value of a promotional benefit, the applicable promotional terms may determine whether the benefit is retained, adjusted or reversed, subject to applicable law.

14. Fraudulent or Unauthorized Transactions

If you believe a transaction was unauthorized or fraudulent, contact us promptly and also contact your bank or payment provider where appropriate.

We may investigate suspicious transactions and may temporarily restrict an account or transaction where reasonably necessary to protect users, the Platform or payment systems.

Refunds relating to unauthorized transactions may depend on the outcome of the investigation and applicable payment-provider and legal procedures.

15. Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict or waive a right or remedy that cannot legally be excluded, restricted or waived under applicable law.

Where applicable law provides a mandatory refund or other consumer remedy, that legal requirement will prevail over any inconsistent provision of this Policy.

16. Changes to this Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, payment processes, business practices or applicable legal requirements.

The updated version will be published on the Website with an updated effective date. The version applicable to a transaction will be determined in accordance with applicable law and the circumstances of that transaction.

17. Contact Information

18. Acceptance

By using DigitalScratchCardsDesign or making a purchase through the Platform, you acknowledge that you have read and understood this Refund Policy and agree to its terms, subject to applicable statutory rights.