POLICY
Refund & Cancellation Policy
How payments work
You add money to your getUpReel wallet through Razorpay, our payment partner, and pay for services from your wallet balance. You pay exactly the amount you enter - we add no extra fees. Card, UPI and bank details are entered on Razorpay's secure payment window and are never seen or stored by getUpReel.
Failed or unfinished payments
If a payment fails or you close the payment window, nothing is added to your wallet and you are not charged. If your bank or UPI app debited you for a payment that then failed, the debit is reversed automatically to the original payment method, usually within 5-7 working days.
Payment succeeded but the page didn't return
If you paid but lost your connection or closed the page before returning to getUpReel, you don't need to pay again. We confirm every payment directly with Razorpay and credit your wallet automatically, usually within a few minutes. You can see the status of every top-up under Wallet > Payment history.
Cancelling an order
If you need to cancel an order, contact us as soon as possible with the order number. If an order is cancelled before delivery starts, or cannot be delivered, we return the amount for the undelivered part to your wallet balance.
Refunding wallet balance to your bank
Unused wallet balance from a top-up can be refunded to the original payment method on request. Contact us with the payment reference shown in your payment history. Approved refunds are issued through Razorpay; once issued, banks typically take 5-7 working days to show them in your account. The refunded amount is deducted from your wallet balance.
Duplicate payments
If you are charged twice for the same top-up, your wallet is credited once and we refund the duplicate payment to the original payment method.
Contact
For any payment or refund question, contact us and quote the payment reference (for example topup_123):
- Business
- getUpReel
- getupreel@gmail.com
- Address
- Infopark Kochi Phase 2 Pinarmunda Infopark Short Road, Infopark Phase 2 Campus, Kochi, Ernakulam, Kerala – 682303, India.