1. INTRODUCTION

This Refund & Cancellation Policy ("Policy") outlines the terms and conditions governing refunds, cancellations, and charge backs for all transactions made on the Blutter platform operated by Kaslane Tech & Entertainment Pvt. Ltd .

This Policy is an integral part of our Terms & Conditions and should be read in conjunction with them. By using our Platform and making purchases, you agree to this Policy.

This Policy is published in compliance with:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Information Technology Act, 2000
• Reserve Bank of India Guidelines on Payment Aggregators
• All other applicable Indian laws

2. COMPANY INFORMATION

Legal Entity: Kaslane Tech & Entertainment Pvt. Ltd.

Registered Address:

OFF NO-412, JOP Plaza P-2,

Sector-18, Noida, 201301,

Uttar Pradesh, India

Email: connect@blutter.app

Grievance Officer: Sachin Ruhela

Grievance Email: connect@blutter.app

3. GENERAL REFUND POLICY

3.1 Nature of Services

Blutter provides digital services including subscriptions, paid messaging, video/audio calls. Due to the digital and personalized nature of these services, most purchases are considered final and non-refundable once the service has been delivered or accessed.

3.2 Core Principles

Principle Description Fairness We aim to treat all Users and Creators fairly in refund decisions

Transparency Clear communication of refund eligibility and process

Timeliness Prompt processing of legitimate refund requests

Compliance Adherence to all applicable consumer protection laws

3.3 Currency

All refunds will be processed in Indian Rupees (₹), regardless of the original payment currency.

4. REFUND ELIGIBILITY BY SERVICE TYPE

4.1 Paid Messaging (DMs)

Scenario Refund Eligibility Refund Amount Message sent but not delivered due to technical error Eligible Full refund

Creator did not respond within 7 days Eligible Full refund

Creator account banned/deleted before response Eligible Full refund

Message delivered, Creator responded Not Eligible No refund

Message delivered, response unsatisfactory Not Eligible No refund (subjective)

User sent message by mistake Case-by-case Up to full refund if reported within 1 hour and Creator hasn't read

Duplicate message charge Eligible Full refund of duplicate

4.2 Video/Audio Calls

Scenario Refund Eligibility Refund Amount Creator no-show (did not join within 15 minutes)Eligible Full refund

User no-show Not Eligible No refund; payment forfeited to Creator

Call cancelled by Creator (any time) Eligible Full refund

Call cancelled by User (72+ hours before) Eligible Full refund

Call cancelled by User (24-72 hours before Eligible 50% refund

Call cancelled by User (less than 24 hours) Not Eligible No refund

Technical failure from Platform side Eligible Full refund or free rescheduling

Technical failure from User's side (internet, device) Not Eligible No refund

Call completed but shorter than booked duration due to Creator Eligible Pro-rata refund for unused time

Call completed but User left early Not Eligible No refund

Call quality issues due to Platform Eligible Partial or full refund based on severity

Duplicate booking charge Eligible Full refund of duplicate

5. NON-REFUNDABLE SCENARIOS

The following are explicitly non-refundable under any circumstances:

Category Reason Change of mind Service is as described; subjective dissatisfaction

Failure to read service description User responsibility to review before purchase

Completed services Value already delivered

User misconduct leading to termination Violation of Terms; no entitlement

Services used/accessed Digital content once viewed/accessed

Account suspension for violations No refund for unused credits

Currency conversion losses Exchange rate fluctuations

Payment gateway fees Non-recoverable processing costs

Promotional/discounted purchases As stated in promotion terms

Expired credits or subscriptions User responsibility to use within validity

6. REFUND REQUEST PROCESS

6.1 How to Request a Refund

Step 1: Initiate Request

Submit your refund request through one of the following channels:

Channel Details Email connect@blutter.app (Subject: "Refund Request")

Website Support/Contact page

Step 2: Provide Required Information

Required Information Description Full Name As registered on account

Registered Email Email linked to your account

Phone Number Registered mobile number

Transaction ID Unique ID from payment confirmation

Transaction Date Date of purchase

Amount Transaction amount

Service Type Calls (Audio,Video)/Messages

Reason for Refund Detailed explanation

Supporting Evidence Screenshots, communications, documentation

Preferred Refund Method Original payment method (default) or alternative

Step 3: Acknowledgment

You will receive an acknowledgment within 24 hours of submission confirming receipt of your request.

Step 4: Review and Investigation

Our team will review your request, which may include:

• Verification of transaction details
• Review of service delivery logs
• Communication with Creator (if applicable)
• Technical investigation (if applicable)
• Assessment against this Policy

Step 5: Decision Communication

You will be notified of the decision via email within the timelines specified in Section 6.2.

Step 6: Refund Processing

If approved, refund will be processed as per Section 7.

6.2 Refund Request Timeline

Paid Messages Within 14 days of sending

Calls Within 48 hours of scheduled time

Technical Issues Within 7 days of occurrence

Duplicate Charges Within 30 days of transaction

Unauthorized Transactions Within 30 days of discovery

Note: Requests submitted after the deadline may be rejected at our discretion.

6.3 Processing Timeline

Stage Timeline Acknowledgment Within 24 hours

Initial Review Within 3 business days

Investigation (if required) Additional 3-5 business days

Decision Communication Within 7 business days of request

Refund Processing (if approved) Within 5-7 business days of approval

Credit to Account 5-10 business days depending on bank/payment method

Total Maximum Time: Up to 25 business days from request to credit (for complex cases)

7. REFUND METHODS AND PROCESSING

7.1 Refund Methods

Original Payment Method Refund Method Credit Card Credit to same card

Debit Card Credit to same card

UPI Credit to same UPI ID or linked bank account

Net Banking Credit to same bank account

Wallet Credit to same wallet or bank account

EMI Reversal of EMI or credit to bank account

7.2 Refund Processing

Refunds are processed through Razorpay / Cashfree payment gateway

Refund will be initiated to the original payment method unless technically not feasible

If original method is unavailable, refund may be credited to bank account via NEFT/IMPS

7.3 Refund Timeline by Payment Method

Payment Method Refund Credit Timeline Credit Card 5-7 business days

Debit Card 5-7 business days

UPI 2-4 business days

Net Banking 5-7 business days

Wallet 1-3 business days

EMI 7-10 business days

Note: Timelines are indicative and depend on bank/payment provider processing times. Blutter is not responsible for delays caused by banks or payment providers.

7.4 Partial Refunds

In cases where partial refund is applicable:

• Refund amount will be calculated based on service utilized vs. paid
• Platform fees may be deducted from refund amount
• Calculation methodology will be communicated with decision

7.5 Refund Deductions

The following may be deducted from refund amounts:

Deduction Applicability Amount Payment Gateway Fees Non-recoverable processing charges Up to 2-3% of transaction

Platform Service Fee For services partially rendered Proportionate to service used

Creator Payout (if already processed) If Creator has already been paid Amount paid to Creator

Administrative Charges For complex refund processing Up to ₹50 per transaction

Currency Conversion Fees International transactions Actual conversion loss

Taxes Already Remitted GST/TDS already deposited Non-recoverable portion

7.6 Refund Confirmation

Upon successful refund processing:

• Email confirmation sent with refund details
• Transaction ID for refund provided
• Expected credit timeline communicated
• Bank reference number shared (when available)

8. CANCELLATION POLICY

8.1 Subscription Cancellation

How to Cancel:

Method Steps In-App Account Settings → Subscriptions → Select Subscription → Cancel

Website Profile → Manage Subscriptions → Cancel

Email connect@blutter.app

Cancellation Terms:

• Cancellation stops future auto-renewals only
• You retain access until the end of current billing period
• No pro-rata refunds for unused days within billing period
• Cancellation must be completed at least 24 hours before renewal date
• Cancelled subscriptions can be re-activated at any time

8.2 Account Cancellation/Deletion

User Account Deletion:

• You may delete your account at any time
• Active subscriptions will not be refunded upon account deletion
• Pending Creator payouts will be processed before account closure
• Certain data retained as per legal requirements (see Privacy Policy)

Creator Account Termination:

• Creators may request account termination with 30 days notice
• Pending earnings will be paid out after deducting any liabilities
• Active subscriber subscriptions will continue until expiry; no new subscriptions accepted
• Refunds to subscribers handled as per Section 4.1

9. CHARGE BACKS AND DISPUTES

9.1 Definition

A charge back occurs when a cardholder disputes a transaction with their bank/card issuer, requesting reversal of funds.

9.2 Our Position

Blutter takes charge backs seriously. We encourage users to contact us directly for refunds before initiating charge backs with their banks.

9.3 Legitimate Charge backs

We acknowledge legitimate charge backs for:

• Unauthorized/fraudulent transactions
• Transactions where service was not delivered
• Duplicate charges
• Billing errors

9.4 Fraudulent Charge backs

The following are considered fraudulent charge backs:

Scenario Our Response Service received but charge back filed Contest with evidence; account termination

Change of mind disguised as fraud claim Contest with evidence; account termination

Content accessed then charge back filed Contest with evidence; account termination; potential legal action

Charge back after refund already processed Contest; recovery of duplicate refund

False claims of unauthorized transaction Contest with evidence; report to authorities

9.5 Consequences of Fraudulent Charge backs

Users who file fraudulent charge backs may face:

Con sequence Description Account Termination Immediate and permanent ban from Platform

Legal Action Civil suit for recovery of funds and damages

Criminal Complaint Filing of FIR for fraud under IPC/BNS

Credit Bureau Reporting Report to credit information companies

Industry Black list Sharing with fraud prevention networks

Recovery of Costs Charge back fees, legal costs, and damages

9.6 Charge back Process

If you have a legitimate dispute:

Step 1: Contact us first at connect@blutter.app

Step 2: Allow us 7 business days to investigate and resolve

Step 3: If unresolved, you may escalate to your bank

Step 4: We will respond to bank inquiries with transaction evidence

9.7 Charge back Fees

• Payment gateways charge ₹500-₹1500 per charge back
• Fraudulent charge back filers will be liable for these fees
• Fees may be recovered through legal proceedings

10. SPECIAL REFUND SCENARIOS

10.1 Platform Technical Failures

If you experience service disruption due to Platform technical issues:

Duration of Disruption Compensation Less than 1 hour No compensation (within acceptable limits)

1-4 hours Pro-rata credit for affected service

4-24 hours Pro-rata refund or extended subscription

More than 24 hours Full refund for affected period + goodwill credit

Evidence Required: Screenshot of error, timestamp, description of issue

10.2 Unauthorized Transactions

If you notice unauthorized transactions on your account:

Immediate Steps:

1. Change your password immediately
2. Contact us at connect@blutter.app within 24 hours
3. File a complaint with your bank
4. File a cyber crime complaint at https://cybercrime.gov.in (if significant amount)

Our Investigation:

• Review of account access logs
• IP address and device analysis
• Transaction pattern analysis
• Communication with payment gateway

Resolution:

• If unauthorized access confirmed: Full refund
• If user negligence (shared password, etc.): Case-by-case decision
• Time frame: 7-15 business days

10.3 Duplicate Transactions

If you are charged multiple times for the same service:

• Report within 30 days of transaction
• Provide all transaction IDs
• Duplicate amount refunded within 5-7 business days
• No documentation required (system verification)

10.4 Creator Misconduct

If a Creator engages in misconduct during a paid service:

Type of Misconduct Action Harassment/abuse Full refund + Creator penalized

No-show without notice Full refund + Creator penalized

Service significantly different from description Full or partial refund based on assessment

Inappropriate behavior during meetup Full refund + Creator banned + support provided

Illegal activity Full refund + Creator banned + reported to authorities

Reporting: Email connect@blutter.app with subject "Creator Misconduct Report"

10.5 User Safety Concerns

If you feel unsafe before or during a meetup/travel experience:

• You may cancel immediately
• Contact us at connect@blutter.app or emergency helpline [Insert Number]
• Full refund will be processed upon verification of genuine safety concern
• No penalty for safety-based cancellations
• We may investigate and take action against the other party

10.6 Death or Incapacity of User

In case of death or incapacity of a User:

• Legal heir/nominee may request refund of unused services
• Required: Death certificate / Medical certificate + ID proof of claimant + Relationship proof
• Refund of: Active subscriptions (pro-rata), Unused credits, Pending bookings
• Timeline: 30 business days from submission of complete documents

10.7 Death or Incapacity of Creator

In case of death or incapacity of a Creator:

• All active subscribers notified
• Pro-rata refund for remaining subscription period
• Scheduled calls/meetups fully refunded
• Automatic processing; no request needed

11. PROMOTIONAL AND DISCOUNTED PURCHASES

11.1 Promotional Offers

Purchases made using promotional codes, discounts, or special offers:

Scenario Refund Treatment Refund eligible (as per policy) Refund of amount actually paid (discounted amount)

Promotional credit used Credit restored instead of cash refund

Free trial converted to paid Standard refund policy applies to paid portion

Bundle/package deals Pro-rata refund based on services not used

11.2 Platform Credits

Credits issued by Blutter(goodwill, promotional, compensation):

• Non-refundable for cash
• Non-transferable
• Subject to expiry as specified
• Can be used for future purchases
• Forfeited upon account termination for violations

11.3 Gift Purchases

If you purchase a subscription/service as a gift for someone else:

• Refund requests must come from purchaser (not recipient)
• Standard refund policy applies
• Refund processed to purchaser's payment method

12. CREATOR PAYOUT AND REFUND IMPACT

12.1 Impact on Creator Earnings

When a refund is processed:

Scenario Impact on Creator Refund before Creator payout Transaction reversed; no payout to Creator

Refund after Creator payout Amount deducted from Creator's next payout

Creator at fault (no-show, misconduct) Full deduction + potential penalty

User at fault (change of mind) Creator retains earnings (no refund to user)

Platform fault Creator retains earnings; Blutter bears refund

12.2 Creator Disputes

Creators may dispute refund decisions by:

• Emailing connect@blutter.app within 7 days of refund notification
• Providing evidence supporting their position
• Decision communicated within 7 business days

12.3 Refund Reserve

• Blutter may hold a portion of Creator earnings (up to 10%) as refund reserve
• Reserve released after 30-60 days if no refund claims
• Protects against charge backs and refund obligations

13. COMMUNICATION

13.1 Refund Status will Updates

You receive updates at the following stages:

Stage Communication Request Received Email acknowledgment within 24 hours

Under Review Email if additional information needed

Decision Made Email with approval/rejection and reason

Refund Initiated Email with refund reference number

Refund Completed Email confirmation (when bank confirms)

13.2 Contact for Refund Queries

Email: connect@blutter.app

Subject Line: "Refund Query"

Response Time: Within 48 hours

14. GRIEVANCE REDRESSAL

14.1 Grievance Officer

For refund-related grievances, contact our Grievance Officer:

Name: Sachin Ruhela

Designation: Grievance Officer

Email: connect@blutter.app

Address: OFF NO-412, JOP Plaza P-2,

Sector-18, Noida, 201301,

Uttar Pradesh, India

14.2 Escalation Process

Level Contact Timeline Level 1 Customer Support (connect@blutter.app) 7 business days

Level 2 Grievance Officer (same email, subject: "Escalation")15 business days

Level 3 Company Management (written letter to registered address)30 business days

External Consumer Forum / Cyber Cell As per forum rules

14.3 Consumer Forum

If your grievance is not resolved satisfactorily, you may approach:

• District Consumer Disputes Redressal Forum (claims up to ₹1 crore)
• State Consumer Disputes Redressal Commission (claims ₹1-10 crore)
• National Consumer Disputes Redressal Commission (claims above ₹10 crore)

Online Filing: https://edaakhil.nic.in

15. COMPLIANCE

15.1 Consumer Protection Act, 2019

This Policy complies with consumer rights including:

• Right to be informed about services and charges
• Right to seek redressal for unfair trade practices
• Right to fair and transparent refund process

15.2 E-Commerce Rules, 2020

We comply with requirements including:

• Clear display of refund and cancellation policies
• Acknowledgment of refund requests within stipulated time
• Processing refunds within reasonable time frame
• Providing reasons for refund rejection

15.3 RBI Guidelines

Payment processing and refunds comply with:

• Payment Aggregator guidelines
• Turnaround time for refunds
• Customer protection measures
• Dispute resolution mechanisms

15.4 Information Technology Act, 2000

We maintain records of transactions and refunds as required under IT Act and Rules.

16. AMENDMENTS

16.1 Right to Modify

Blutter reserves the right to modify this Refund & Cancellation Policy at any time.

16.2 Notification

• Material changes notified via email and Platform notice at least 15 days in advance
• Minor changes reflected by updating "Last Updated" date
• Continued use after changes constitutes acceptance

16.3 Applicable Policy

The Policy in effect at the time of your transaction will apply to that transaction.

17. CONTACT US

For any questions regarding this Refund & Cancellation Policy:

Kaslane Tech & Entertainment Pvt. Ltd.

Registered Address: OFF NO-412, JOP Plaza P-2,

Sector-18, Noida, 201301,

Uttar Pradesh, India

Email: connect@blutter.app

Subject Lines for Faster Processing:

Query Type Subject Line New Refund Request Refund Request

Refund Status Inquiry Refund Status

Cancellation Request Cancellation Request

Charge back Query Charge back Query

Grievance/Escalation Escalation - Refund

General Query Refund Policy Query

Support Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

Response Time: Within 24-48 hours for all refund-related queries

18. SUMMARY OF KEY REFUND TIMELINES

Service Request Deadline Decision Timeline Refund Credit Timeline Subscriptions Within 7 days 7 business days 5-10 business days

Paid Messages Within 14 days 5 business days 5-10 business days

Video/Audio Calls Within 48 hours 3 business days 5-10 business days

Meetups Within 48 hours 5 business days 5-10 business days

Travel Experiences As per cancellation window 7 business days 7-14 business days

Duplicate Charges Within 30 days 3 business days 5-7 business days

Unauthorized Transactions Within 30 days 15 business days 7-10 business days

Technical Issues Within 7 days 5 business days 5-10 business days

19. QUICK REFERENCE: REFUND ELIGIBILITY CHART

Scenario Refund?Amount✅ Creator no-show Yes 100%

✅ Platform technical failure Yes 100% or Pro-rata

✅ Duplicate charge Yes 100% of duplicate

✅ Unauthorized transaction Yes 100% (upon verification)

✅ Creator cancelled Yes 100%

✅ Service not delivered Yes 100%

✅ User cancelled 72+ hours before Yes 100% (Calls/Meetups)

⚠️ User cancelled 24-72 hours before Partial 50%

❌ User cancelled <24 hours before No 0%

❌ User no-show No 0%

❌ Change of mind No 0%

❌ Content already accessed No 0%

❌ Completed service No 0%

❌ Dissatisfaction (subjective) No 0%

❌ Account terminated for violations No 0%

❌ Tips and gifts No 0%

20. DEFINITIONS

Term Definition Refund Return of money paid for a service

Cancellation Termination of a booked service or subscription before completion

Charge back Reversal of a transaction initiated through bank/card issuer

Pro-rata Refund Proportional refund based on unused portion of service

Business Days Monday to Friday, excluding Indian public holidays

Transaction ID Unique identifier for each payment transaction

Platform Credit Non-cash credit issued for use on the Platform

Force Majeure Unforeseeable circumstances preventing service delivery (natural disasters, government actions, etc.)

Goodwill Credit Discretionary credit issued as gesture of customer satisfaction

No-show Failure to attend a scheduled service without prior cancellation

21. ACKNOWLEDGMENT

By making a purchase on the Blutter Platform, you acknowledge that:

1. You have read and understood this Refund & Cancellation Policy
2. You agree to the terms and conditions outlined herein
3. You understand which services are refundable and which are not
4. You accept the timelines and processes for refund requests
5. You will contact Blutter before initiating charge backs
6. You understand the consequences of fraudulent refund claims or charge backs
7. You accept that this Policy may be amended from time to time

22. GOVERNING LAW AND JURISDICTION

This Refund & Cancellation Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts in Noida, Uttar Pradesh, India, subject to the arbitration provisions in our Terms & Conditions.

23. SEVERABILITY

If any provision of this Policy is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such invalidity shall not affect the validity of the remaining provisions, which shall continue in full force and effect.

24. ENTIRE REFUND AGREEMENT

This Refund & Cancellation Policy, together with our Terms & Conditions and Privacy Policy, constitutes the complete agreement regarding refunds and cancellations between you and Kaslane Tech & Entertainment Pvt. Ltd.