KKrafto

Vendor Refund & Cancellation Policy

Last updated: September 12, 2026

This policy outlines the rules, obligations, and financial adjustments applicable to vendors selling on the Krafto marketplace operated by Krafto Digital Technologies Private Limited ("Krafto") when a customer requests a refund, cancellation, or payment dispute.

1. Vendor Warranty of Usability

All vendors warrant that their published digital assets are fully functional, free of corrupted archives, and match all product previews and advertised file specifications. If a buyer encounters technical issues with a vendor asset:

  • The vendor is notified via the vendor portal or email;
  • The vendor must provide a corrected, working file update within 48 hours;
  • If the vendor fails to resolve the defect within 48 hours, Krafto will immediately issue a full refund to the buyer.

2. Refund Allocation & Payout Deductions

When an eligible customer refund is approved under Krafto's general Refund & Cancellation Policy:

  • The full vendor revenue share credited for that transaction is debited from the vendor's pending balance;
  • If the vendor's pending balance is insufficient, the negative balance carries over and is deducted from subsequent sales cycles;
  • Krafto absorbs or reconciles payment gateway processing surcharges according to vendor tier status.

3. Payment Gateway Chargebacks & Fraud Inquiries

If a cardholder initiates an unauthorized transaction chargeback through their issuing bank:

  • Krafto will submit transactional and download token proof to defend the chargeback;
  • If the chargeback is lost due to vendor non-delivery or asset defect, the disputed amount and standard gateway dispute fee (up to ₹1,500 / $20) will be debited from the vendor's account.

4. Elevated Refund Rate Consequences

Krafto actively monitors vendor product return rates. If a vendor maintains a cumulative refund rate exceeding 3% over a rolling 60-day window, Krafto reserves the right to temporarily freeze payouts, demote search rankings, or unpublish offending listings pending a comprehensive quality review.

5. Store Closure & Escrow Period

Upon voluntary vendor store closure or termination, Krafto holds remaining account balances in escrow for a 60-day period to satisfy any latent customer refund or chargeback claims, after which all cleared net funds are disbursed to the vendor's registered bank account.