Compliant with the Consumer Protection Act 2019. All refund timelines and conditions are binding commitments by AdBaBa.
1. Standard Cancellation Refunds
Cancellation refunds are calculated based on the time remaining between the cancellation request and the confirmed campaign start date and time.
| Cancellation Timing | Refund Amount | Notes |
|---|---|---|
| 7 or more calendar days before campaign start | 90% of total amount paid | 10% retained as processing fee |
| 3 to 6 calendar days before campaign start | 50% of total amount paid | — |
| Less than 48 hours before campaign start | No refund | Campaign resources have been allocated |
| After campaign has started | No refund for completed slots | Unused future slots subject to above policy |
2. Platform-Caused Failures
If a campaign failure is caused by AdBaBa's systems, infrastructure, or a confirmed Screen Owner breach of their booking obligations (as opposed to a cancellation by the Advertiser), the following applies:
- Full campaign failure: 100% refund of the amount paid for the affected campaign.
- Partial campaign failure (some screens / some slots): prorated refund calculated based on the number of undelivered screens or slots as a proportion of total booked screens or slots.
- AdBaBa will notify affected Advertisers within 24 hours of identifying a platform-caused failure and initiate the refund process without requiring the Advertiser to request it.
3. Non-Refundable Items
The following are explicitly non-refundable under any circumstances:
- Political Campaign Module access fee: once KYC verification is approved and the module is activated, the access fee (₹2,00,000 for Vidhan Sabha or ₹5,00,000 for Lok Sabha per season) is non-refundable regardless of whether campaigns are run.
- EC Compliance Certificate fee: once an EC Compliance Certificate has been generated and delivered, the ₹5,000 certificate fee is non-refundable.
- Leader Moment Trigger activations: once a trigger has been pressed and the SYNC signal sent, the ₹50,000 per-trigger fee is non-refundable.
- Election Day Dominance slot blocking fees: all blocked slots are charged at the time of booking. Slots blocked but not used for actual ad playback are still charged in full as the inventory is held exclusively for the booking party.
4. SYNC Campaign Refunds
SYNC Campaigns have specific refund provisions due to their technical nature:
- A timing variance of ±2 seconds between screens in a SYNC event is acceptable and does not qualify for a refund.
- If more than 20% of booked SYNC screens fail to play within the acceptable tolerance window during a SYNC event, a prorated refund is issued for the missed screens only. The refund is calculated as: (number of missed screens ÷ total booked screens) × total SYNC campaign price.
- A missed screen is defined as a screen that failed to play the ad within 5 seconds of the scheduled SYNC timestamp.
- AdBaBa's delivery logs are the authoritative record for determining which screens played and which missed a SYNC event.
- SYNC campaign cancellation (voluntary, by the Advertiser) follows the standard cancellation schedule in Section 1.
5. Refund Processing
- All approved refunds are processed within 7–10 business days from the date the refund is approved.
- Refunds are credited to the original payment method used for the transaction.
- Depending on your bank or payment provider, the credit may take an additional 3–5 business days to reflect in your account after processing.
- GST on the original transaction is refunded proportionally on the refunded amount.
- Refunds are in Indian Rupees (INR) only. No foreign currency refunds are processed.
6. How to Request a Refund
To request a refund for an eligible cancellation:
- Email support@adbaba.in with the subject line: "Refund Request — [Your Booking Reference Number]"
- Include: your registered email address, booking reference number, campaign date, and reason for cancellation.
- You will receive a confirmation of your refund request within 24 hours and a refund decision within 3 business days.
7. Dispute Escalation
If your refund request is denied and you believe it was wrongly denied:
- Step 1: escalate to the Grievance Officer at grievance@adbaba.in with your original request and the denial communication.
- Step 2: if still unresolved within 15 days of escalation, the matter may be referred to the dispute resolution process described in the Terms and Conditions.
- Step 3: you retain the right to approach the District Consumer Disputes Redressal Commission under the Consumer Protection Act 2019.