REFUND AND CANCELLATION POLICY
Last Updated: 29-12-2025
1 .Refund Policy
Platform Service Fees
Refund Eligibility:
- 100% refund if service not delivered due to platform fault
- No refund for completed services or user-change-of-mind
Processing Time:
- 7-10 business days
2. Sponsorship Payments (Athlete-Brand)
A. Before Sponsorship Commencement
Full Refund Available if:
- Athlete fails to meet verified credentials
- Brand provides false information
- Mutual agreement to cancel before start date
Timeline:
- 5-7 business days after cancellation approval
B. During Sponsorship Term
Pro-rata Refund Consideration for:
- Medical incapacity (with verification)
- Force majeure events
- Material breach by either party
- Mutual termination agreement
Refund Calculation:
- (Remaining Sponsorship Duration / Total Duration) × Sponsorship Amount
- Platform Service Fees
- Expenses Already Incurred
C. After Sponsorship Completion
- No refunds for completed deliverables
- Dispute resolution process for unsatisfactory performance
3. Refund Request Process
Step 1: Submit Request
- Formal request via platform messaging
- Detailed reason with supporting evidence
- Both parties should attempt mutual resolution
Step 2: Platform Mediation
- 48-hour response time
- Review of sponsorship agreement
- Assessment of deliverables completed
Step 3: Resolution
- Mutual agreement → Immediate refund processing
- Disagreement → Escalation to dispute resolution
4. Refund Timelines
Refund Timeline Table
| Scenario | Processing | Method |
|---|---|---|
| Platform service issue | 7-10 business days | Original payment method |
| Pre-commencement cancellation | 5-7 business days | Original payment method |
| Mid-term pro-rata refund | 10-14 business days | Bank transfer |
| Dispute resolution | 15-30 business days | As determined |
5. Non-Refundable Items
- Platform service fees after successful matching
- Expenses already incurred by either party
- Bank/payment gateway charges
- Taxes already paid to authorities
6. Dispute Resolution
Informal Mediation:
- Platform facilitates discussion
- 7-day resolution period
- Documented agreement
Formal Escalation:
- Written complaint with evidence
- Review by platform committee
- Decision within 15 days
- Binding arbitration option
7. Special Circumstances
Medical Emergencies:
- Medical certificate required
- Pro-rata refund consideration
- Option to postpone rather than cancel
Force Majeure:
- Natural disasters, government actions
- Pro-rata settlement
- Case-by-case assessment
8. Contact for Refunds
Refund Department:
- Email: info@totalsports.co.in, Subject: Refund for..
- Response Time: 24-48 hours
- Business Hours: 10 AM - 6 PM IST, Monday-Friday