Refund Policy

MyAdGenie operates on a prepaid wallet model. You add funds (top-up) to your wallet via Razorpay, and the platform debits your wallet when you launch ad campaigns. The wallet balance is held by Stenkepler Corporation on your behalf until consumed.

If a top-up payment is deducted from your bank/card but your wallet balance is not credited within 30 minutes, please contact us immediately at info@myadgenie.com with:

• Your registered email address.
• The Razorpay order/payment ID (visible in your bank statement or email).
• The amount and date of the transaction.

We will investigate and, if confirmed as a failed credit, either credit your wallet or initiate a full refund within 5–7 business days.

You may request a refund of your unused wallet balance (amounts not yet spent on campaigns) subject to the following conditions:

• The refund request must be submitted within 90 days of the original top-up date.
• A minimum balance of ₹500 must be available for a refund to be processed.
• Your account must be in good standing (no policy violations or active disputes).
• Refunds are issued to the original payment method only. We do not refund to a different account or via a different method.

To request a refund, email info@myadgenie.com with your registered email and the amount you wish to refund. Processing takes 7–10 business days after verification.

Wallet amounts that have been debited for campaign launch are non-refundable. This includes:

• Budgets reserved at the time of campaign launch.
• Spend already sent to Google Ads, Meta, YouTube, or LinkedIn on your behalf.
• Campaigns that were launched but later paused by you or by the platform due to policy violations.

We recommend testing with smaller budgets before committing larger amounts.

If a campaign budget was debited from your wallet but the campaign was not created on the ad platform due to a technical error on our side, we will:

• Refund the debited amount to your wallet, or
• Retry the campaign creation at no additional charge.

Please report such issues within 48 hours of the campaign launch attempt.

Wallet top-ups are not subject to GST — GST is applied only when ad spend is consumed (at the service delivery point). If a refund is issued for unused wallet balance, no GST was ever charged on that amount, so no GST reversal is required.

If ad spend is exceptionally refunded (e.g. due to a platform error), the corresponding Tax Invoice will be cancelled and a credit note issued.

Initiating a chargeback with your bank without first contacting us is a violation of these Terms. We reserve the right to suspend accounts where chargebacks are filed in bad faith. We will respond to all legitimate bank disputes with transaction evidence.

If you choose to close your account, any unused wallet balance (subject to the conditions in Section 3) may be refunded upon request. Submit your request before account closure, as we cannot guarantee access to transaction history after closure.

For all refund requests and billing queries:

Response time: 1–2 business days. Refund processing: 5–10 business days after approval.