Refund & Cancellations

OOTER REFUND & CANCELLATION POLICY
(Operated by Adbook Communication Private Limited)
Effective Date: 01.04.2026
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1. Introduction and Applicability
This Refund & Cancellation Policy (“Policy”) governs all cancellations, refunds, reversals, disputes, and compensation claims relating to advertising campaign bookings made on the OOTER platform (“Platform”), operated by Adbook Communication Private Limited (“Company”). OOTER functions as a digital marketplace connecting advertisers (“Users”) with outdoor media owners (“Vendors”) for hoarding, billboard, and outdoor advertising services.
By placing an order on OOTER, all Users and Vendors acknowledge that they have read, understood, and agreed to this Refund & Cancellation Policy.
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2. 100% Advance Payment & Booking Confirmation
All campaign bookings require 100% advance payment through the authorized payment gateway (Cashfree Payments India Private Limited). A booking shall be considered confirmed only after successful payment confirmation on the Platform. Upon confirmation, Vendors are notified to initiate campaign preparation, including site blocking and printing arrangements.
Because outdoor advertising involves logistical preparation and inventory blocking, cancellation rights are strictly time-bound as outlined below.
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3. Cancellation by User (Advertiser)
3.1 Cancellation Within 24 Hours
Users may cancel a confirmed booking within twenty-four (24) hours from the time of order confirmation. In such cases, a 100% refund of the total campaign value, including GST and printing/mounting charges (if not yet processed), shall be initiated. Refunds shall be credited to the original payment method within seven (7) to ten (10) business days, subject to payment gateway timelines.
Cancellation requests must include a valid reason. OOTER reserves the right to verify that no printing, mounting, or operational costs have been incurred before processing the refund.
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3.2 Cancellation Between 24 to 48 Hours
If a User requests cancellation after twenty-four (24) hours but before forty-eight (48) hours from booking confirmation, cancellation may be accepted subject to a penalty deduction ranging from 25% to 50% of the total campaign value, depending on operational costs already incurred. A minimum penalty of 30% shall apply in standard cases.
The remaining refundable amount shall be processed within seven (7) to ten (10) business days to the original payment method.
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3.3 Cancellation After 48 Hours
No cancellation request shall be accepted after forty-eight (48) hours from booking confirmation. After this period, printing processes, vendor scheduling, and inventory blocking are presumed to have commenced. Accordingly, no refund shall be provided under any circumstances except in cases where OOTER is unable to deliver the booked service due to its own operational failure.
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4. Campaign Go-Live and Cancellation Restrictions
Vendors typically require four (4) to seven (7) working days to make a campaign live after booking confirmation. As per the clause 3 of the Refund & Cancellation policy or Once a campaign has been marked as “Live” by the Vendor on the Platform, no cancellation request from the User shall be entertained. The campaign duration shall be counted only after the Vendor confirms the site as live.
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5. Cancellation by Vendor
Vendors are expected to honor all confirmed bookings received through OOTER. However, cancellation by Vendor may be accepted only under the following special circumstances:
1. The site is physically damaged within or before twenty-four (24) hours of booking confirmation.
2. Government authorities issue written orders restricting advertising in the specific area for a limited duration.
3. The campaign creative contains prohibited content including sexual, pornographic, betting-related, or any advertisement banned under Indian government regulations. In such cases, cancellation shall not result in penalty to the Vendor.
If a Vendor cancels a confirmed order for operational negligence, including but not limited to offline double-booking, failure to update site availability, maintenance not updated, or inventory misrepresentation, such cancellation shall result in a penalty of 10% of the total campaign value. The penalty amount shall be deducted from upcoming campaign payouts.
Repeated unjustified cancellations may result in payment holds, account suspension, or permanent debarment from the Platform.
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6. Vendor Infringement During Campaign
If, after accepting an order, the Vendor removes the OOTER advertisement before completion or replaces it with another brand during the booked period, such action shall be considered a violation of the Vendor Infringement Policy.
In such cases, OOTER reserves the right to:
• Withhold pending payments,
• Deduct financial penalties,
• Provide compensation to the User,
• Suspend or permanently remove the Vendor from the Platform.
The Vendor shall bear full responsibility for maintaining exclusive display of the booked advertisement for the entire campaign duration.
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7. Damage to Site During Active Campaign
If the booked site is damaged during the campaign period and such damage is reported by OOTER’s ground team, Vendor team, or the User, the Vendor must promptly assess and rectify the issue.
Where reprinting and remounting are required, the User shall bear the printing and mounting charges unless the damage is attributable to Vendor negligence. Once payment for reinstallation is received, the Vendor must restore the campaign within two (2) to three (3) working days.
To compensate for downtime, the campaign shall be extended by a minimum of two (2) days and up to four (4) days in exceptional circumstances.
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8. No Refund for Partial Usage
If a campaign has already gone live and run for a portion of the booked period, refunds shall not be issued for unused remaining days except in cases of confirmed Vendor violation or platform operational failure.
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9. Force Majeure
No refunds or compensation shall be provided for disruptions caused by events beyond reasonable control, including natural disasters, political unrest, regulatory bans, strikes, war, public health emergencies, or government directives, unless otherwise required by law.
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10. Refund Processing Timelines
Approved refunds shall be processed within seven (7) to ten (10) business days to the original payment method via Cashfree payment gateway. OOTER shall not be responsible for delays caused by banks, payment processors, or technical issues beyond its control.
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11. Chargebacks and Payment Disputes
In the event a User initiates a chargeback through their bank or payment provider without valid grounds, OOTER reserves the right to suspend the User account and recover financial losses, including penalties and administrative fees. Vendors may be held liable if non-delivery is proven.
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12. Final Authority
Adbook Communication Private Limited reserves the sole and final authority to interpret, enforce, and decide on refund and cancellation matters under this Policy. Decisions made after investigation shall be binding on all parties.