User Refund & Cancellations

OOTER

USER REFUND & CANCELLATION POLICY

**Effective Date:** 05 September 2026
**Platform:** OOTER
**Operated by:** Adbook Communication Private Limited

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## 1. Purpose

The OOTER User Refund & Cancellation Policy (“Policy”) establishes the rules governing cancellation and refund requests made by advertisers/users for outdoor advertising campaigns booked through OOTER.

This Policy covers:

* User-initiated cancellation;
* Refund eligibility;
* Cancellation charges;
* Merchant-side campaign failure;
* OOTER operational failure;
* Campaign interruption;
* Site damage;
* Force majeure;
* Payment disputes; and
* Refund processing.

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## 2. Scope

This Policy applies to all users, advertisers, companies, agencies and other customers booking advertising inventory through OOTER.

It applies to campaigns including:

* Billboards;
* Hoardings;
* Unipoles;
* Digital screens;
* Transit media;
* RWA advertising;
* Lift branding;
* Cab branding;
* Railway advertising;
* Retail media; and
* Other outdoor advertising inventory listed on OOTER.

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## 3. General Cancellation Principle

Once a campaign has been confirmed, cancellation may be subject to operational commitments already incurred by OOTER and/or the merchant.

Refund eligibility therefore depends on:

* Time elapsed since booking;
* Campaign status;
* Whether printing or mounting has commenced;
* Whether campaign execution has started;
* Reason for cancellation;
* Merchant-side failure, if any; and
* Applicable booking-specific terms.

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# 4. User Cancellation Within 24 Hours

A user may request cancellation within **24 hours of booking**.

Where printing, production, mounting or campaign execution has **not** been processed or commenced, the user may be eligible for a **100% refund**.

If operational work has already commenced, the applicable refund may be adjusted based on the actual commitments incurred.

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# 5. Cancellation Between 24–48 Hours

Where a user requests cancellation between **24 and 48 hours after booking**, the cancellation may be subject to a deduction.

The applicable deduction may generally range between **25% and 50%**, depending on campaign status and operational commitments.

The **standard minimum cancellation deduction may be 30%**, unless otherwise specified for the campaign.

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# 6. Cancellation After 48 Hours

Except where specifically provided under this Policy, cancellation requests made after **48 hours** may not qualify for a refund.

Exceptions may apply where the cancellation results from:

* Verified merchant-side failure;
* Material campaign non-delivery;
* Confirmed OOTER operational failure;
* Government or regulatory action;
* Force majeure; or
* Other circumstances approved by OOTER.

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# 7. Campaign Already in Execution

If printing, mounting, installation or campaign execution has already commenced, cancellation may not be permitted or may be subject to deductions reflecting commitments already incurred.

The final refund, if any, shall be determined based on the circumstances of the campaign.

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# 8. No Automatic Refund After Campaign Start

Once a campaign has started, the user is generally not entitled to a refund merely because the user subsequently changes their mind, marketing strategy or business requirements.

Any exception shall be evaluated under this Policy.

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# 9. Merchant-Side Cancellation

If a merchant cancels or fails to deliver a confirmed campaign without a valid reason, OOTER may provide an appropriate remedy to the user.

Depending on the circumstances, the remedy may include:

* Replacement inventory;
* Campaign extension;
* Partial refund;
* Full refund; or
* Other appropriate compensation.

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# 10. Merchant-Side Operational Failure

A user may become eligible for a refund or campaign adjustment where a confirmed campaign is materially affected by a merchant-side issue, including:

* Double booking;
* Unauthorized campaign substitution;
* Inventory unavailability;
* Failure to install;
* Premature campaign removal;
* Material site damage;
* Loss of required authorization; or
* Other merchant-side failure.

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# 11. Campaign Interruption

Where a campaign is interrupted after it has started, OOTER may first attempt to restore the contracted advertising exposure.

Depending on the verified downtime, OOTER may provide:

* Campaign extension;
* Replacement inventory;
* Partial refund;
* Full refund; or
* Other appropriate remedy.

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# 12. Site Damage

Where the advertising site is damaged during the campaign, the merchant may be required to restore the site as soon as reasonably possible.

Where practical, restoration should generally occur within **2–3 working days**.

Where campaign delivery is affected, OOTER may provide a campaign extension.

The standard extension may be **at least 2 additional days**, subject to the actual verified downtime.

In exceptional circumstances, the extension may be increased up to **4 days**.

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# 13. Replacement Inventory

Where the original inventory cannot reasonably be restored, OOTER may attempt to arrange replacement inventory.

Where possible, the replacement should be reasonably comparable in terms of:

* Location;
* Format;
* Size;
* Visibility;
* Audience relevance; and
* Campaign exposure.

The user may accept or decline a proposed replacement subject to the circumstances and applicable commercial terms.

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# 14. No Refund for Partial Usage — General Rule

Partial campaign usage does not automatically entitle the user to a refund.

A refund or adjustment may be considered where partial usage results from:

* Verified merchant-side failure;
* Confirmed OOTER operational failure;
* Material campaign interruption; or
* Other circumstances covered by this Policy.

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# 15. OOTER Operational Failure

Where a campaign cannot be properly executed because of a verified OOTER platform or operational failure, OOTER may review the circumstances and provide an appropriate remedy.

The remedy may include:

* Campaign extension;
* Replacement;
* Partial refund;
* Full refund; or
* Other reasonable adjustment.

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# 16. Inventory Unavailable After Payment

If an inventory becomes unavailable after the user has made payment but before the booking can be confirmed, OOTER may:

1. Offer an alternative inventory;
2. Offer an alternative campaign date;
3. Provide an equivalent replacement where feasible; or
4. Process the applicable refund.

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# 17. Government or Regulatory Restriction

If an inventory is restricted, removed, sealed, demolished or otherwise made unavailable by a government or regulatory authority, OOTER will assess the circumstances.

Depending on the situation, OOTER may provide:

* Replacement inventory;
* Campaign extension;
* Refund;
* Partial refund; or
* Other appropriate resolution.

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# 18. Force Majeure

A campaign interruption caused by circumstances beyond reasonable control may be treated as a force majeure event.

Examples may include:

* Natural disasters;
* Flood;
* Fire;
* Earthquake;
* Severe weather;
* Government action;
* Civil unrest;
* War;
* Major public emergencies; or
* Other extraordinary circumstances beyond reasonable control.

The availability of refund, extension or replacement will depend on the circumstances and actual campaign impact.

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# 19. User-Requested Campaign Change

A user requesting a change to a confirmed campaign should contact OOTER as early as possible.

Changes may include:

* Campaign dates;
* Inventory;
* Location;
* Creative;
* Campaign duration; or
* Other booking details.

A change request is not automatically approved and may be subject to availability and applicable operational costs.

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# 20. Creative or Artwork Delay

If campaign execution is delayed because the user fails to provide required creative or artwork within the required timeline, the user may not be entitled to a refund for the resulting delay.

Where feasible, OOTER may assist with rescheduling or extending the campaign.

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# 21. Non-Compliant Creative

If submitted creative violates applicable law, platform requirements or advertising restrictions, OOTER may require the user to provide revised creative.

A campaign delay caused by the user's failure to provide compliant creative may not qualify for a refund.

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# 22. Prohibited Advertising

OOTER may refuse, suspend or cancel a campaign where the proposed advertising content is prohibited by:

* Applicable law;
* Government or regulatory requirements;
* Site restrictions;
* OOTER advertising standards; or
* Other applicable campaign terms.

The refund treatment will depend on the reason for rejection and campaign status.

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# 23. User No-Show or Failure to Cooperate

Where campaign execution requires user action, the user is responsible for providing the required information, creative, approvals or other materials within the applicable timeframe.

Failure to cooperate may affect campaign execution and refund eligibility.

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# 24. Refund Eligibility Assessment

When reviewing a refund request, OOTER may consider:

* Booking date and time;
* Cancellation date and time;
* Campaign start date;
* Campaign execution status;
* Printing/mounting status;
* Merchant obligations;
* Campaign proof;
* Actual downtime;
* Reason for cancellation;
* Payment records; and
* Other relevant evidence.

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# 25. Refund Calculation

Where a partial refund is applicable, OOTER may calculate the refund based on:

* Unused campaign period;
* Verified downtime;
* Applicable cancellation deduction;
* Amount already incurred for production/execution;
* Merchant-side responsibility; and
* Other applicable contractual terms.

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# 26. Refund Processing Timeline

Approved refunds will generally be initiated through the applicable payment gateway or original payment method.

Refunds may take approximately **7–10 business days** to reflect in the user's account, depending on:

* Payment method;
* Bank;
* Payment gateway;
* Card network; and
* Other financial processing timelines.

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# 27. Refund to Original Payment Method

Where technically possible, refunds will generally be made to the original payment method used for the booking.

Additional verification may be required in certain cases.

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# 28. Duplicate Payment Refund

If a user has accidentally made a duplicate payment for the same campaign, OOTER may verify the transaction and process the applicable refund or adjustment.

The user should provide the relevant transaction details when requesting such a refund.

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# 29. Failed Transaction With Debit

If a payment fails but the user's bank account or payment instrument has been debited, the user should provide the transaction reference to OOTER.

OOTER may verify the transaction with its payment service provider.

Any reversal or refund will be subject to the payment gateway and banking process.

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# 30. Chargebacks

Users are encouraged to contact OOTER before initiating a chargeback for a transaction where a refund or campaign resolution can reasonably be addressed through OOTER.

If a chargeback is initiated, OOTER may provide relevant booking, payment and campaign information to the payment service provider or financial institution.

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# 31. Fraudulent Refund Claims

Users must not submit fraudulent or misleading refund claims.

Examples include:

* Claiming that a campaign was not delivered when it was;
* Providing false evidence;
* Misrepresenting campaign downtime;
* Repeatedly seeking refunds after receiving the contracted service; or
* Abusing chargeback procedures.

Fraudulent activity may result in account restrictions or termination.

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# 32. Refund Request Procedure

A user requesting a refund should provide, where applicable:

* Booking ID;
* Registered account information;
* Transaction ID;
* Reason for cancellation/refund;
* Relevant photographs or evidence;
* Campaign details; and
* Other information reasonably requested by OOTER.

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# 33. User Cancellation Request

Cancellation requests should be submitted through the OOTER platform or designated customer-support channel.

The cancellation time recorded by OOTER shall generally be used for determining the applicable cancellation window.

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# 34. Merchant Compensation and User Refund

Where a refund is provided because of a verified merchant-side violation, OOTER may separately apply applicable consequences to the merchant under its Merchant Refund, Cancellation & Campaign Protection Policy.

User refund eligibility shall not automatically depend on whether OOTER has successfully recovered the amount from the merchant.

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# 35. Payment Hold During Dispute

Where a campaign dispute involves a merchant-side issue, OOTER may temporarily hold the applicable merchant settlement while investigating the matter.

This is a merchant-side process and does not prevent OOTER from assessing the user's refund or replacement request.

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# 36. Evidence-Based Resolution

OOTER may rely on reasonable evidence when determining cancellation and refund outcomes.

Such evidence may include:

* Booking records;
* Payment records;
* Campaign photographs;
* Videos;
* Time-stamped evidence;
* Geo-location information;
* Merchant communications;
* User communications;
* Site verification;
* Government notices; and
* Other relevant information.

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# 37. Refund Exclusions

A refund may generally not be available where:

* The user voluntarily cancels outside the applicable cancellation window;
* Campaign execution has materially commenced;
* The campaign has been substantially delivered;
* The user fails to provide required creative;
* The user's own actions prevent campaign execution;
* The user submits non-compliant creative;
* The issue is caused by circumstances outside OOTER and merchant control, subject to force majeure treatment; or
* The user otherwise breaches applicable campaign terms.

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# 38. Exceptions

OOTER may, at its discretion, consider exceptional refund or adjustment requests where unusual circumstances justify such consideration.

Any exceptional refund or adjustment does not create a precedent or entitlement for future bookings.

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# 39. No Cash Refund Unless Approved

Refunds will generally be processed through the original payment mechanism or another approved electronic method.

Cash refunds shall not ordinarily be provided.

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# 40. Policy Modification

OOTER may modify or update this Policy from time to time to reflect:

* Operational changes;
* Payment gateway requirements;
* Legal or regulatory requirements;
* Platform improvements;
* Changes in advertising practices; or
* Other legitimate business requirements.

Updated provisions shall become effective from the date communicated by OOTER.

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# 41. Relationship With Other User Policies

This Policy shall be read together with:

1. **User Terms of Usage**
2. **User Payment Policy**
3. **Other applicable OOTER policies**
4. **Campaign-specific booking terms**, where applicable.

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# 42. Governing Law and Jurisdiction

This Policy shall be governed by the applicable laws of India.

Subject to any applicable dispute-resolution arrangement, courts having jurisdiction in **Delhi, India** shall have jurisdiction over disputes arising from this Policy.

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# 43. User Acceptance

By placing a booking, making payment or using OOTER's advertising services, the user acknowledges that they have read, understood and accepted this User Refund & Cancellation Policy.

The user agrees to comply with the applicable cancellation, refund, campaign and payment requirements.

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**For OOTER**
**Adbook Communication Private Limited**

**Effective Date:** 05 September 2026