Refund & Cancellation Policy
Quick summary
- Gameplay is 100% free. No refunds apply to gaming features — there is nothing to refund.
- E-commerce purchases: 7-day return window from delivery, subject to category-specific rules below.
- Refund timeline: 5–7 business days to source after approval.
1. Scope
This policy governs refunds and cancellations for physical and digital goods purchased through the e-commerce module of the Platform. Payments are processed via Razorpay, a payment aggregator authorised by the Reserve Bank of India.
This policy is issued in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable Razorpay merchant guidelines.
2. Order Cancellation
| Stage | Cancellation | Refund |
|---|---|---|
| Before order is shipped | Free, instant | 100% to source within 5–7 business days |
| After shipment, before delivery | Refuse delivery | 100% after item returns to seller warehouse |
| After delivery | Subject to Return Policy (Section 3) | As per Section 3 |
3. Returns
You may request a return within 7 days from the date of delivery if any of the following apply:
- Item is damaged, defective, or not as described.
- Wrong item delivered.
- Missing parts or accessories.
To initiate a return, raise a request from in-app Orders → Help or email team@quizophrenia.in with order ID and photographic evidence.
Non-returnable items
- Perishables, cosmetics & personal-care opened seals.
- Innerwear, swimwear.
- Customised or personalised products.
- Digital codes / e-vouchers once redeemed.
- Items returned without original packaging, tags, or accessories.
4. Refund Method & Timeline
| Original Payment Mode | Refund Method | Timeline (Post-Approval) |
|---|---|---|
| UPI / Net Banking / Wallet | Same source | 1–3 business days |
| Credit / Debit Card | Same card | 5–7 business days |
| Cash on Delivery (if applicable) | Bank transfer (NEFT) | 5–7 business days |
The actual credit time depends on your issuing bank. We are not responsible for delays beyond Razorpay's control once the refund is initiated; you will receive a Razorpay reference number for tracking.
5. Failed Transactions
If your payment is debited but the order is not confirmed, the amount is auto-reversed by Razorpay/your bank within 5–7 business days. If not received, contact team@quizophrenia.in with the bank reference number.
6. Free-to-Play Games — No Refunds
All games on the Platform are free to play with no entry fees or in-app purchases for gameplay. Accordingly, no refund situation can arise from gaming features. In the unlikely event of a billing error, please contact support immediately.
7. Chargebacks & Disputes
If you initiate a chargeback through your card-issuer or bank, please notify us in parallel so we can fast-track resolution. Frivolous or fraudulent chargebacks may result in account suspension and recovery proceedings.
8. Customer Support SLA
- Acknowledgement: within 24 hours
- First response: within 48 hours
- Resolution: within 7 business days (15 days for grievances under IT Rules)
9. Contact
For all refund-related queries:
Email: team@quizophrenia.in
Phone: +91 70999 96652 (Mon–Sat, 10:00–19:00 IST)
Grievance Officer: see contact page