Refund & Cancellation Policy

Before a price is agreed

If the freelancer declines a request, the token used to send it is returned. Either party can cancel a gig while it is still being negotiated; no milestone has been paid at that point, so nothing is charged, and the token is not returned.

Milestones that have not been paid

Milestones are only paid one at a time. You can close a contract between milestones; any unpaid milestones are cancelled and never charged.

Paid milestones

If submitted work is not acceptable after the gig's revisions are used up, the client can reject it and ask for a refund. If paid work is not delivered at all, the client can report non-delivery at any time. The BrandStar team reviews the request, the work submitted and the conversation, and decides within 5 business days.

If the refund is approved, the full amount paid for that milestone (including the platform fee and GST) is returned to the original payment method, and the remaining unpaid milestones are cancelled. Razorpay usually completes refunds within 5–7 business days.

Milestones the client has already approved are not refundable, because the freelancer has been paid for them.

Revisions and tokens

Purchased revisions and tokens are not refundable once used. If a payment for tokens or revisions was charged but not credited, contact support and we will credit or refund it.

Contact

Refund questions: support@brandstar.ai or Help & Support in your dashboard.