Refund and cancellation policy
ADX sells a service, not goods: nothing is shipped, and there is no delivery or return. This policy explains what happens to money when a campaign is cancelled or changed, how the advertiser wallet works, and when a refund to your original payment method is made.
1. How money moves on ADX
- An advertiser pays into an ADX wallet through our payment gateway partner, or pays for a campaign directly at booking.
- When a campaign is confirmed, its value is held in the wallet. The money is still yours, but it cannot be spent twice.
- When the campaign starts, the held amount is debited and the publisher's earnings accrue day by day as the campaign runs.
2. Cancelling a campaign before it starts
Cancel from the app any time before the campaign's start date. The hold is released in full and the amount is immediately available in your wallet for another booking. No fee is charged for a cancellation before start.
3. Changes after a campaign has started
Days already run are earned by the publisher and are not refundable. If a campaign cannot continue because of something on the publisher's side, for example the spot loses its verification or the publisher withdraws, the value of the unrun days is credited back to your wallet. ADX may also add a goodwill credit; goodwill credit can be spent on bookings but cannot be withdrawn or refunded.
4. Refunds to your original payment method
Wallet balances stay on ADX to be spent on bookings. A refund to your card, bank account or UPI is an exception handled by support, not a self-service button, and is available when:
- ADX could not offer a replacement spot you found acceptable after a publisher-side failure;
- a publisher withdrew a site during your campaign and you prefer money back over a credit;
- you are leaving ADX and have an unspent top-up balance; or
- support judges a refund warranted for another documented reason.
To request one, contact support from the app or by email with your ADX ID and the booking or top-up reference. Support checks eligibility and raises the request; a second ADX staff member approves it. Approved refunds are returned only to the original payment instrument, never to a different account or as cash, and are initiated within 7 working days of approval. Your bank or card issuer may take a further 5 to 10 working days to show the credit. Goodwill credit and amounts under an open dispute are not refundable.
5. Publisher and agent earnings
Publisher earnings accrue daily and become withdrawable after the platform's clearing window. Agent earnings are credited on completion of accepted tasks. Withdrawals go to a verified Indian bank account or UPI ID and are subject to the limits shown in the app. ADX may withhold or reverse an amount that is the subject of fraud, error, chargeback or dispute, and will tell you why.
6. Subscriptions
Optional publisher subscriptions are billed monthly in advance and can be cancelled at any time; the plan stays active until the end of the paid period and no partial-month refund is made, except where required by law or where ADX withdrew the plan's features during the period.
7. Failed or duplicate payments
If a payment was deducted but the booking or top-up did not appear, the gateway usually reverses it automatically within 5 to 7 working days. If it does not, contact support with the transaction reference and we will trace it with the gateway and refund any amount ADX received in error.
8. Contact
Support: +91 80008 00546, kk@adx.in, or the Support screen in the app. Keysquare Technologies Pvt Ltd, 65-A, Kundan Nagar, New Delhi 110092, India.