Refund Policy

1. Introduction

This Refund Policy explains the circumstances under which refunds, cancellations, or compensation may be applicable on the 11Exch platform.
Our goal is to maintain fairness and transparency for users, affiliates, and advertisers while complying with the Legal Policy, Transparency Report, and Grievance Redressal framework.

Please note that 11Exch does not process gaming or betting payments directly. All monetary transactions are conducted on third-party licensed platforms, and their refund terms apply accordingly.

2. Scope

This policy applies to:

Users purchasing affiliate or advertising services directly from 11Exch.
Partners or brands availing marketing or promotional collaborations under our Advertising & Sponsorship policy.
Affiliates or clients making payments for service-based projects managed by 11Exch.

This policy does not apply to deposits, withdrawals, or game-related losses on external betting platforms. Those issues must be addressed through the third-party operator’s own support system.

3. General Refund Principles

11Exch follows these refund principles:

Refunds are handled only for services purchased directly through 11Exch.
All refund claims must be made in writing via email or through our Grievance Redressal form.
Refunds are approved only after verification by our accounts and compliance departments.
We reserve the right to deny refunds for non-compliance, misuse, or third-party error.

4. Non-Refundable Items

Certain services and fees are strictly non-refundable, including:

Affiliate commissions after successful ID activation.
Completed advertising or sponsorship campaigns (as per Advertising & Sponsorship).
Content, SEO, or digital campaigns already executed.
Consulting, verification, or ID creation services once processed.
Third-party gateway or service provider fees.

All non-refundable categories are clearly communicated before the purchase or activation stage.

5. Refund Eligibility

Refunds may be considered only in the following scenarios:

Duplicate Payment: If a user is charged twice for the same service.
Service Not Delivered: If 11Exch fails to deliver the paid service within the specified timeframe.
Transaction Error: In case of incorrect billing due to technical issues.
Unauthorized Transaction: If a verified fraud report is raised through the Compliance & Security team.

All approved refunds are processed within 7–15 business days via the original payment method.

6. Affiliate & Partner Refunds

Affiliate payments and commissions are governed by the Affiliate Disclosure.
Refunds are not permitted once an affiliate transaction is successfully tracked or credited.

Exceptions may apply only if:

The affiliate account was compromised or misused.
A campaign was cancelled before initiation and no leads were generated.

Requests in such cases must be submitted within 5 working days of the transaction date to accounts@11exch.com.

7. Advertising Refunds

For brands or sponsors who purchase ad placements or promotional collaborations under our Advertising & Sponsorship policy:

Refunds are not issued once the campaign has gone live.
Cancellations before ad publication may qualify for partial refunds (up to 50%) after administrative deductions.
Refund requests must be supported with the payment reference, campaign ID, and reason for cancellation.

All disputes are resolved under the Grievance Redressal procedure.

8. Refund Process

To request a refund, follow these steps:

Submit Request: Use the form on our Contact Us or Grievance Redressal page.
Verification: Our accounts team will verify payment and service records.
Compliance Check: Requests are reviewed under the Compliance & Licensing framework.
Approval or Rejection: You will receive a decision via email within 10 business days.
Processing: If approved, refunds are processed to your original payment source.

9. Late or Missing Refunds

If you have not received your refund within 15 business days:

Recheck your payment account or contact your bank.
Then email accounts@11exch.com with your refund reference ID.

For unresolved issues, escalate the case to our Grievance Officer at grievance@11exch.com as per the User Trust & Conduct policy.

10. Third-Party Payment Gateways

If a payment was made via third-party channels (e.g., Razorpay, Paytm, UPI, or crypto wallet), the refund process will adhere to that provider’s respective terms.
11Exch does not control transaction delays or gateway processing timelines.

All such cases are managed transparently under the Transparency Report and Compliance & Security protocols.

11. Chargeback Policy

Unauthorized chargebacks without first filing a refund request through our Grievance Redressal system will be treated as a violation of our Terms.
11Exch reserves the right to:

Suspend future services.
Deny further affiliate or ID activations.
Report fraudulent chargeback activity to relevant authorities under the AML & KYC Policy.

12. Data & Privacy in Refund Processing

Refund-related data (like payment receipts, UPI IDs, and billing information) is securely stored under our Data Protection Policy and Security Policy.
We only share refund details with authorized personnel or regulators as required by law.

13. Dispute Resolution

In case of disputes regarding refunds or payments:

Users should first contact accounts@11exch.com.
If unresolved, escalate via Grievance Redressal.
Final decisions are made by the Compliance Department in line with the Legal Policy.

Disputes are governed by the laws of India, and jurisdiction lies in [Insert City/State].

14. Refund Timelines Summary

Category	Eligibility	Refund Timeline	Contact
Duplicate Payment	Yes	7–10 business days	accounts@11exch.com
Service Not Delivered	Yes	10–15 business days	support@11exch.com
Affiliate Commission	No (after activation)	N/A	affiliates@11exch.com
Advertising Campaign	Partial (if cancelled early)	7–10 business days	marketing@11exch.com

15. Updates to This Policy

11Exch may revise this Refund Policy periodically to comply with financial, regulatory, or operational updates.
All changes will be reflected in the Corrections & Updates section and timestamped with the current Last Updated date.

Users are encouraged to review this page regularly.

16. Contact for Refund Queries

For questions about refunds, payments, or billing discrepancies:
📧 accounts@11exch.com
📩 grievance@11exch.com
🌐 Or visit our Contact Us page.

Complaints are handled under the Grievance Redressal framework within 15 working days.

17. Disclaimer

This Refund Policy applies only to services directly provided by 11Exch.
We do not process or authorize refunds for deposits or winnings on any third-party gaming website.
All users must read our Disclaimer and Terms & Conditions before engaging in any transaction.