Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy ("Policy") applies to all participation fees paid for the Arafta Fan Experience ("Contest") organized by GoQuest Media Ventures Private Limited ("Company", "we", "us", or "our").

This Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

2. General Refund Policy

2.1 Non-Refundable Participation Fee

This non-refundable policy applies regardless of:

• Whether your video is selected or not selected
• The quality or content of your submission
• Your change of mind after payment
• Disqualification from the Contest
• Withdrawal from the Contest
• Technical difficulties with your submission (unless caused by our platform)
• Contest modifications or changes to Contest rules
• Inability to complete your submission

2.2 Rationale

The participation fee covers:

• Administrative costs of Contest management
• Platform and technology costs
• Payment processing fees
• Evaluation and review processes
• Marketing and promotional expenses

These costs are incurred regardless of whether your entry is selected.

3. Exceptions - When Refunds May Be Issued

Refunds will ONLY be considered in the following exceptional circumstances, at the sole discretion of GoQuest Media Ventures Private Limited:

3.1 Duplicate Payment

• If you are charged multiple times for the same entry due to a technical error
• Only the duplicate charge(s) will be refunded
• You must report duplicate charges within 7 days of transaction

3.2 Payment Processing Error

• If payment was deducted from your account but the transaction failed on our end
• If you were charged but did not receive entry confirmation
• System errors that prevented successful registration despite payment

3.3 Contest Cancellation by Company

• If the Contest is cancelled entirely before the submission deadline
• Full refunds will be processed automatically
• Partial cancellation or postponement does not qualify for refunds

3.4 Unauthorized Transactions

• If you can prove the transaction was unauthorized or fraudulent
• Subject to verification and investigation
• Must be reported within 48 hours of the transaction

3.5 Force Majeure Events

• Major unforeseen circumstances that make conducting the Contest impossible
• At the sole discretion of GoQuest Media Ventures Private Limited
• Partial refunds may be considered based on Contest stage

4. Refund Request Process

4.1 How to Request a Refund

If you believe you qualify for a refund under Section 3:

4.2 Verification Process

• We will verify your claim within 3-5 business days
• Additional information may be requested
• You will be notified of the decision via email

4.3 Response Time

• Refund requests will be reviewed within 7 business days
• Approved refunds will be processed within 7-14 business days from approval
• You will receive email confirmation at each stage

5. Refund Method and Timeline

5.1 Refund Method

• Refunds will be credited to the original payment method used
• We cannot process refunds to different accounts or payment methods
• For card payments: Refunded to the same card
• For UPI/wallet: Refunded to the same UPI ID/wallet
• For net banking: Refunded to the same bank account

5.2 Processing Time

• Our processing time: 7-14 business days from approval
• Bank processing time: 5-10 business days (varies by bank)
• Total time: Up to 20-25 business days

5.3 Currency and Exchange Rates

• Refunds will be processed in the same currency as the original transaction
• For international payments, exchange rate fluctuations may result in differences
• We are not responsible for currency conversion losses
• Payment gateway fees and bank charges are non-refundable

6. Cancellation Policy

6.1 Participant Cancellation

• You may withdraw your entry at any time before the submission deadline
• Withdrawal does NOT entitle you to a refund of the participation fee
• To withdraw: Email araftafanexperience@goquestmedia.com with your details and withdrawal request

6.2 Entry Modification

• You may modify or replace your video submission before the deadline
• No additional fees for modifications
• Only the latest submission will be considered

6.3 Contest Cancellation by Company

If GoQuest Media cancels the Contest:

• Participants will be notified via email
• Full refunds will be processed automatically
• Timeline: 14-21 business days from cancellation announcement

6.4 Contest Postponement

• If the Contest is postponed, no refunds will be issued
• Your entry remains valid for the new dates
• You may withdraw if you cannot participate on new dates, but no refund will be provided

7. Non-Refundable Charges

The following charges are NEVER refundable under any circumstances:

7.1 Payment Processing Fees

• Gateway charges (Razorpay fees)
• Bank transaction charges
• Currency conversion fees
• International transaction fees

7.2 Administrative Costs

• Entry processing fees
• Platform usage fees

7.3 Third-Party Costs

• Any fees charged by third-party services

8. Chargebacks and Disputes

8.1 Chargeback Policy

Initiating a chargeback without first contacting us may result in:

• Permanent ban from future Contests
• Legal action for fraudulent chargeback
• Reporting to relevant authorities

8.2 Dispute Resolution

• Contact us first before initiating any payment dispute
• Provide 7-14 days for resolution
• We maintain detailed transaction records

8.3 Chargeback Fees

If a chargeback is reversed in our favor, you may be liable for:

• Chargeback processing fees
• Legal costs
• Administrative expenses

9. Failed or Declined Transactions

9.1 Payment Declined

If your payment is declined by your bank or payment provider:

• No charges are made
• No refund is necessary
• You may retry the payment

9.2 Pending Transactions

If payment shows as pending:

• Wait 24-48 hours for automatic reversal
• Contact your bank for status
• Do not retry payment until confirmed failed

9.3 Partial Payments

If only partial payment is processed:

• Entry will not be accepted
• Amount will be automatically refunded
• Complete the full payment to participate

10. Special Circumstances

10.1 Technical Issues

If you face technical difficulties:

• Contact support immediately
• Screenshot error messages
• We will investigate and assist

Not eligible for refund:

• Poor internet connectivity
• Device compatibility issues
• User error in submission process

10.2 Disqualification

• Disqualified entries due to Terms violation: No refund
• Disqualified due to technical/accidental reasons by us: Case-by-case review

10.3 Multiple Entries

If you submit multiple entries:

• Each entry requires a separate participation fee
• Each fee is non-refundable
• No discounts for multiple entries

11. Contact for Refund Queries

For refund-related questions or to initiate a refund request:

12. Payment Gateway Policies

12.1 Razorpay Terms

• All payments are processed through Razorpay
• Razorpay's terms and policies also apply
• Razorpay Website: https://razorpay.com
• For payment gateway issues, contact Razorpay support

12.2 Our Relationship with Razorpay

• We are not responsible for Razorpay's processing errors (beyond our control)
• Razorpay fees are non-refundable by us
• Payment disputes may require coordination with Razorpay

13. Taxation and Fees

13.1 Applicable Taxes

• All prices include applicable GST (Goods and Services Tax) as per Indian law
• Tax amounts are shown separately at checkout
• Taxes are non-refundable

13.2 International Participants

• International participants may be subject to additional taxes in their jurisdiction
• We are not responsible for foreign taxes or duties
• All prices are in Indian Rupees (INR)

14. Amendments to This Policy

14.1 Right to Modify

• We reserve the right to modify this Refund Policy at any time
• Changes will be effective immediately upon posting
• Your continued participation constitutes acceptance

14.2 Notification

• Material changes will be communicated via email
• Check this page regularly for updates

14.3 Applicable Version

The version in effect at the time of your payment applies to your transaction.

15. Legal Compliance

15.1 Governing Law

This Policy is governed by the laws of India.

15.2 Consumer Protection

We comply with:

• Consumer Protection Act, 2019 (India)
• Information Technology Act, 2000
• RBI (Reserve Bank of India) guidelines
• Other applicable consumer protection laws

15.3 Grievance Redressal

16. Fraud Prevention

16.1 Fraud Detection

• We employ fraud detection measures
• Suspicious transactions may be flagged
• Additional verification may be required

16.2 Fraudulent Refund Requests

False refund claims will result in:

• Immediate disqualification
• Ban from all future events
• Possible legal action

17. Important Notes

17.1 Read Before Payment

• Please read this Policy carefully before making payment
• Payment confirms your acceptance of this Policy
• Participation fee is non-refundable by default

17.2 No Guaranteed Outcomes

• Payment does not guarantee selection
• Payment does not guarantee publication
• Selection is at the sole discretion of GoQuest Media

17.3 Questions

If you have questions about this Policy, contact us BEFORE making payment. We are happy to clarify any concerns.

18. Acknowledgment

19. Summary - Quick Reference

Refund Processing Time: 7-14 days (our end) + 5-10 days (bank)