Overview & Production Philosophy
Because Genstic produces bespoke, custom digital creative deliverables—including customized commercial imagery, cinematic motion, bespoke software engineering, and brand copy—standard off-the-shelf retail return policies do not apply.
Instead, we structure our commercial terms around clear project milestones in conjunction with our Terms & Conditions to ensure complete fairness for both our clients and our creative studio team.
Exact Definition of "When Work Begins"
To prevent ambiguity, we explicitly define the point at which creative production starts. Work does NOT begin merely because payment succeeds.
A project enters active production only after all of the following six criteria are satisfied:
- Your payment has been successfully confirmed and captured via Razorpay.
- Our studio has received and reviewed your initial project brief.
- Genstic communicates directly with you via your preferred channel (WhatsApp, email, or phone).
- All required brand reference assets, product photography, or technical materials have been provided.
- Our creative directors confirm mutual alignment on the creative direction and scope.
- Our artists and engineers initiate actual creative production and editing work.
Cancellation & Refund Milestones
Depending on the stage of your commissioned project, the following refund rules apply:
| Project Stage | Cancellation Permitted? | Applicable Refund |
|---|---|---|
| Before Work Begins Prior to creative onboarding & production start | YES | Full refund of the applicable amount paid |
| Mid-Production After work begins, prior to final master delivery | YES | 80% refund of the applicable amount paid (20% retained for initial art direction and expended studio labor) |
| After Final Delivery Master high-res files, code, or copy transmitted | NO | 0% (Strictly Non-Refundable) |
"Final Delivery" means that the final agreed deliverables (such as full-resolution master image files, final rendered videos, complete website repositories/build files, or finalized editorial copy) have been transmitted, emailed, or made available to the client via secure download link or cloud drive.
Studio Inability to Deliver Guarantee
In the rare event that Genstic cannot fulfill your commissioned project due to creative constraints, scheduling bottlenecks, or unforeseen operational hurdles:
- We will proactively contact you, explain the situation transparently, and apologize.
- We may propose an agreed timeline extension for your review.
- If you decline the proposed schedule extension, Genstic will immediately cancel the order and issue an applicable refund within 8 business days.
Refund Processing Methods & Timelines
Once an authorized refund is approved:
- Gateway Processing Target: Genstic initiates the refund through Razorpay within 8 business days (Monday through Friday, excluding Indian public holidays).
- Payment Route: Refunds are returned strictly to the original payment instrument used during checkout (original credit card, debit card, UPI VPA, or netbanking account).
- Banking Reflection: Depending on your card issuer or banking institution, funds typically reflect in your account within 5 to 7 working days following gateway processing.
How to Submit a Cancellation or Refund Request
To request a project cancellation or refund, please submit a written request from the email address provided during checkout:
Refund Request Submission
Send Request To: hello@genstic.com
Subject Line: Cancellation Request — [Your Order Number]
Required Details: Order Number, Client Full Name, Registered Email, and Reason for Cancellation.
Response Commitment
Our studio directors review and respond to all formal cancellation requests within 24 to 48 business hours.
Direct Phone / WhatsApp: +91 78559 42305