Refunds and cancellations.

Work on a job starts when your payment is received and you have sent your first material for it: a brief, artwork, a specification, a recipe or a factory address, whichever the offer asks for.

Calls, label checks, document checklists, Blueprints, design tasks, FSSAI filings, specification sheets, unit-cost sheets, listings and market snapshots.

• Cancelled before work starts: the full amount as a credit for any Poorti service, valid for 12 months; or, if you prefer, a refund less 10% to cover payment charges and administration.
• After work starts: not refundable.
• A change of mind is not a reason for a refund at any stage.

Launch Kit, Go to Market, Brand, compliance and pack, recipe development and the full market study are paid half when you book.

• Cancelled before work starts: the advance becomes a credit for any Poorti service, valid for 12 months. It is not paid back in cash.
• After work starts: the advance is not refundable.
• The balance is due when the work reaches the stage the offer names.

Growth retainers and the sourcing desk run for a minimum of three months. After that, cancel with 30 days' notice. A month already started is not refunded. Ad spend you have approved and that has been spent is not refundable.

• Cancelled more than 7 days before the visit: the full amount as a credit, valid for 12 months.
• Cancelled 2 to 7 days before: 50% is refunded.
• Cancelled less than 48 hours before, or not attended: not refundable.
• If the factory refuses entry on the day, the visit is rescheduled once at no charge. If it is refused again, the fee is refunded less travel already incurred.

Freight, insurance, duties and other charges paid to carriers, insurers or authorities on your behalf are not refundable once booked or paid. The handling fee is refundable only if the house cancels the shipment.

Sample kits are not refundable. If a kit arrives damaged, send a photograph within 24 hours of delivery and it is replaced.

Raise anything you are not satisfied with in writing within 7 days of delivery, saying what is wrong. After 7 days the work is treated as accepted. Corrections are made through the rounds of changes the offer includes, or as an extra round, not as a refund.

If the house cannot deliver what the offer describes, you are refunded in full.

Government fees (for example FSSAI fees), travel, freight and courier charges paid on your behalf are passed on at cost and are not refundable once paid.

Write to info@poorti.net with your payment reference. A credit is confirmed in writing and can be used on any offer within 12 months of the original payment. An approved refund is returned to the account or card you paid from, through Razorpay. Banks usually take a few working days to show it.