This Refund Policy explains when and how you may receive a refund for transactions placed through OfferPeel. It applies to all orders, order-assist requests, voucher purchases, and payments made on or through the Services. By using the Services, you agree to this Refund Policy. For general terms, please see our Terms of Service.
1. What this policy covers
OfferPeel operates two distinct types of transactions, and refunds are handled differently for each:
- Order-assist transactions: where OfferPeel places an order on a third-party brand on your behalf, against a transparent service fee.
- Information and listing services: where you browse offers, coupons, and editorial content without placing a payment through OfferPeel. No payment is collected by OfferPeel for these services, so no refund applies.
2. Refund eligibility
You may be eligible for a refund if any of the following applies to an order-assist transaction that you have paid for through OfferPeel:
- The offer, coupon, or promotion was confirmed at checkout but failed or was rejected by the third-party brand before the order could be successfully placed.
- The item or service was out of stock, unavailable, or discontinued at the time OfferPeel attempted to place the order.
- A technical error on OfferPeel's side prevented the order from being placed or confirmed, despite payment being received.
- The third-party brand rejected the order for reasons not attributable to you, and the order cannot be fulfilled by an acceptable alternative.
- You cancelled the order before OfferPeel executed the order on the third-party platform, and the cancellation was acknowledged by our support team.
- The order was materially different from what was confirmed at checkout and you raised the issue within the time limits described below.
3. Refund amounts
The amount refunded depends on the reason for the refund and the stage of order execution:
- Full refund: if the order was not successfully placed with the third-party brand for reasons attributable to OfferPeel or the brand, you will receive a refund of the item amount plus the OfferPeel service fee.
- Item-only refund: if the order was successfully placed and the brand later accepts a cancellation or return under its own policy, only the item amount refunded by the brand will be passed through to you. OfferPeel's service fee remains non-refundable once the order has been executed.
- Partial refund: if part of an order cannot be fulfilled (for example, one item in a multi-item order is unavailable), you will be refunded only for the unavailable portion, including the applicable portion of taxes and service fee.
4. Refund timelines
Once a refund is approved, OfferPeel will initiate the refund to your original payment method. Typical timelines are:
- Refund initiation: within 2 business days after the refund is approved.
- Credit to original payment method: 5–7 business days for UPI, cards, and wallets; net-banking refunds may take up to 10 business days depending on the bank.
- Complex cases: if the refund requires investigation with the third-party brand or payment gateway, we will notify you and aim to resolve the matter within 30 days of your request.
Refunds are processed in Indian Rupees. Any non-recoverable gateway commission, foreign-exchange loss, or bank charge will be deducted from the refund amount or borne by you, as applicable.
5. What is not refundable
The following are generally not eligible for a refund, unless required by applicable law:
- Service fees once an order has been successfully placed and confirmed on the third-party platform, even if you later cancel or return the item with the brand.
- Digital vouchers, gift cards, subscription activations, and travel bookings once issued, confirmed, or consumed, unless the brand itself provides a refund or cancellation window.
- Change of mind or orders that you no longer want after successful delivery or confirmation, where the brand does not accept returns.
- User errors, including incorrect delivery address, wrong product selection, or incorrect payment details provided by you.
- Promotional credits or referral bonuses that were issued without a monetary purchase.
- Fraudulent or abusive transactions identified by OfferPeel or the brand.
6. How to request a refund
To request a refund, contact us as soon as possible after the issue arises. Include your order ID, payment reference, and a clear description of the problem. We may ask for screenshots, proof of payment, or other documentation to investigate.
You can reach us at:
Email: support@offerpeel.com
Phone: +91 93875 78217
We recommend raising refund requests within 7 days of the order failure or delivery for the fastest resolution. Requests raised after a longer period may still be considered, but our ability to recover funds from the brand or payment gateway may be limited.
7. Dispute process
If you are not satisfied with the outcome of a refund request, you can escalate the matter through the following process:
- Step 1 — Support review: reply to the refund decision email or contact support@offerpeel.com with additional details. Our support team will re-examine the case and respond within 5 business days.
- Step 2 — Grievance Officer: if the issue remains unresolved, you may write to our Grievance Officer at grievance@offerpeel.com. We will acknowledge the grievance within 48 hours and aim to resolve it within 30 days.
- Step 3 — External recourse: if you are still not satisfied, you may have the right to approach the appropriate consumer forum, banking ombudsman, or data protection authority under applicable Indian law.
8. Third-party brand policies
Once an order is successfully placed with a third-party brand, that brand's own cancellation, return, exchange, and refund policies apply. OfferPeel will help coordinate communication with the brand, but we cannot override the brand's decisions. We encourage you to review the brand's refund policy before confirming an order.
9. Changes to this policy
We may update this Refund Policy from time to time. Material changes will be reflected in the "Last updated" date at the top of this page and, where appropriate, communicated through the website or email. Your continued use of the Services after changes become effective constitutes your acceptance of the revised policy.
10. Contact us
For any questions about this Refund Policy or a specific refund request, please contact us at:
OfferPeel
Email: support@offerpeel.com
Phone: +91 93875 78217