This Cancellation & Refund Policy (“Policy”) explains how cancellations, refunds, and commission reversals are handled for Merchants (advertisers) and Publishers/Affiliates using the Emitra performance-marketing network (“Emitra,” “we,” “our,” “us”). By using Emitra, you agree to this Policy, the Terms of Use, and any Program-specific terms. 

1) Definitions

• Merchant: A brand/advertiser enrolled to list and manage partner offers on Emitra.
  
  
• Publisher/Affiliate (“Affiliate”): Any approved partner promoting Merchant offers via Emitra.
  
  
• License Fee: The platform access fee paid by a Merchant to use Emitra’s network and services.
  
  
• Qualified Transaction: A referral event (lead, sale, app install, etc.) that meets the Merchant’s and Emitra’s requirements (including fraud checks, return/chargeback windows, and policy compliance).
  
  
• Commission: The payout to an Affiliate for a Qualified Transaction.
  
  
• Clawback/Reversal: Cancellation/voiding of a previously attributed transaction and any associated commission.
  
  

2) Merchant Cancellation of License Fee

2.1 Cooling-Off Window (Full Refund).
Merchants may cancel their Emitra network access (license) for any reason within seven (7) calendar days from the payment date. Upon valid cancellation within this window, Emitra will issue a 100% refund of the License Fee to the original payment method.

2.2 Non-Refundable After 7 Days.
After the 7-day period ends, the License Fee is non-refundable in full or in part, including for any unused time or unused platform features.

2.3 How to Cancel.
Email billing@emitra.co from your registered admin email with subject line “Merchant License Cancellation,” including:

• Merchant account name and ID;
  
  
• Payment reference/receipt;
  
  
• Reason for cancellation (optional).
  
  

2.4 Refund Timeline.
Approved refunds are initiated within 7–10 business days. Bank or gateway processing times may vary.

2.5 Taxes, Gateway Fees & FX.
Where applicable, taxes (e.g., GST) collected will be refunded in accordance with law. Payment gateway/forex charges are typically non-refundable unless required by law. Refunds are processed in the original currency and method used for payment.

2.6 Exclusions.
Any professional services, custom development, creative work, or onboarding services already rendered are non-refundable, even if cancellation occurs within the 7-day window.

3) Affiliate Transactions: Cancellations, Voids & Commission Reversals

3.1 Grounds for Cancellation/Voiding.
Emitra and/or the Merchant may cancel, void, or reverse referral transactions at any time if any of the following occurs (illustrative, not exhaustive):

• Fraud or abuse: bot traffic, incentivized clicks against policy, fabricated orders/leads, self-referrals where prohibited, policy circumvention, cookie stuffing, misrepresentation, or any attempt to manipulate tracking.
  
  
• Returns/Refunds/Exchanges: end-customer returns the product or receives a refund/credit.
  
  
• Chargebacks: the end-customer disputes the transaction with the card issuer/payment processor.
  
  
• Duplicate entries: the same lead/sale recorded more than once or already attributed to another source.
  
  
• Non-genuine/invalid sales: fails Merchant validation (e.g., test orders, cancelled subscriptions within trial, insufficient KYC).
  
  
• Breach of Program Terms: violation of Merchant offer rules, prohibited traffic sources, trademark bidding where prohibited, unauthorized creatives, geo/non-compliant placements.
  
  

3.2 No Commission on Cancelled/Voided Transactions.
If a transaction is cancelled/voided, no commission will be credited for that transaction.

3.3 Clawback of Previously Credited Commission.
If commission was already credited or paid out on a transaction later cancelled/voided, Emitra reserves the right to recover the commission by any of the following methods:

• Deducting the amount from the Affiliate’s accrued/unpaid commissions;
  
  
• Netting off against future commissions until fully recovered;
  
  
• Issuing an invoice to the Affiliate for the negative balance;
  
  
• Suspending payouts until the balance is cleared.
  
  

3.4 Negative Balances.
Where reversals exceed current accruals, the Affiliate account may show a negative balance. Affiliates must settle negative balances on request or through automatic set-off against future commissions.

3.5 Dispute Window for Affiliates.
Affiliates may dispute a reversal by emailing publishers@emitra.co within 10 business days of the reversal notice, providing:

• Transaction ID(s);
  
  
• Traffic logs and placement URLs;
  
  
• Campaign evidence (UTMs, screenshots, order IDs);
  
  
• Any Merchant communication supporting validity.
  Emitra will review in good faith with the Merchant. Final decision rests with the Merchant and Emitra based on evidence and policy.
  
  

3.6 Timing of Reversals.
Reversals may occur during the Merchant’s validation window (e.g., return period, fraud audit cycle). Some verticals (subscriptions, finance, iGaming, SaaS) may have longer validation windows. Affiliates should consider that commissions are not final until the validation window closes.

3.7 Withholding & Compliance Holds.
Emitra may temporarily withhold commissions if there is a suspected breach, elevated fraud signals, or pending investigation. Access to the account may be limited during review.

4) General Rules for All Users

4.1 Compliance with Terms.
All cancellations and refunds are subject to the Emitra Terms of Use, Merchant Program Terms, and applicable policies.

4.2 Abuse of Policy.
Any attempt to misuse this Policy (e.g., serial sign-ups/cancellations to exploit fee refunds, manufactured traffic to earn commissions) may result in account suspension or termination and potential legal action.

4.3 Force Majeure.
Neither Emitra nor the Merchant is liable for delays or failures in processing cancellations/refunds caused by events beyond reasonable control (e.g., outages, regulatory actions, banking system delays).

4.4 Changes to Policy.
We may update this Policy from time to time. Material changes will be posted on this page with a new Effective Date. Continued use of Emitra after changes constitutes acceptance.

5) How Refunds Are Issued (Merchants)

• Method: Same payment method used originally, unless otherwise required by law or mutually agreed.
  
  
• Processing Time: Emitra initiates within 7–10 business days of approval; banks/gateways may take additional time.
  
  
• Receipt: A confirmation email will be provided on successful initiation.
  
  

6) Governing Law & Venue

This Policy is governed by the laws of India. Exclusive jurisdiction and venue shall lie with the courts at Nagpur, Maharashtra, India, without regard to conflict-of-laws principles.

7) Contact

• For Support: care@emitra.co