How cancellations and refunds work for our services and for any payments made online. Your signed agreement governs where terms differ.
This Refund & Cancellation Policy explains how cancellations and refunds work for engagements with Colatch Media Private Limited ("Colatch"). Colatch is a services business: most work is scoped through a written proposal or statement of work ("Agreement"), and the specific commercial, cancellation and refund terms of your Agreement prevail over this Policy where they differ. This Policy also applies to any payments made online through a third-party payment gateway.
Where we offer online payment, transactions are processed by a third-party payment gateway (such as Razorpay, PayU or similar). We do not store your full card or banking details. Payments are confirmed once the gateway authorises the transaction.
You may request to cancel or pause an engagement by writing to hello@colatch.com. The effect of cancellation depends on the stage of work and the terms of your Agreement:
Refunds are considered on a case-by-case basis and are generally limited to the uncommitted, unspent portion of amounts paid in advance. Refunds are not available for:
To request a refund, email hello@colatch.com with your invoice number, payment reference and reason. We will review and respond within 7 business days. Approved refunds are made to the original payment method; once initiated, the payment gateway or bank typically credits the amount within 5–10 business days, depending on their processing times.
For clarity, the following are non-refundable once incurred or committed: third-party talent and creator fees, media and advertising spends, production and shoot costs, licensing and usage fees, applicable taxes (including GST) and payment-processing charges.
If you have a concern about a charge, please contact us first so we can resolve it. Initiating a chargeback without contacting us may delay resolution. We reserve the right to contest chargebacks we believe are unwarranted, with supporting documentation.
We may update this Policy from time to time. The "Last updated" date reflects the current version.
For any billing, cancellation or refund query, email hello@colatch.com or call +91 97641 40627. Grievances may be addressed to our Grievance Officer, [Grievance Officer Name], at grievance@colatch.com.
Tell us about the brand and the goal. The more you share, the sharper our first proposal — and nothing here is binding.