Refund and payout policy

1. We do not sell to the public

Hoopla Interactive Services is a creative and marketing company providing services to business clients. We do not sell any product or service to consumers through this website, and we do not collect payment from members of the public. There is therefore no consumer purchase to return or refund.

This policy instead covers the money that flows the other way: reward, incentive and cashback payouts that we disburse to participants on behalf of the client brands whose campaigns we operate.

2. How campaign payouts work

Where a client brand runs a promotional campaign through us, eligible participants receive a reward by UPI or another electronic payment method. All such amounts are funded in advance by the client brand. Payments are executed through licensed payment service providers and their banking partners. No payment, purchase or fee is ever required from a participant to receive a reward, unless the campaign's own published terms expressly state otherwise.

Each campaign has its own published terms setting out who is eligible, what qualifies, the reward value and the campaign period. Those terms apply alongside this policy.

3. Payout timelines

Once a claim is validated and the campaign's verification checks are passed, we initiate the payout to the participant's registered UPI ID or bank account, normally within three working days, and in any case within the timeline stated in the campaign's own terms.

Once initiated, credit to the participant's account depends on the payment provider and the receiving bank. UPI transfers usually settle immediately; in some cases a bank may take up to two working days to credit the amount.

4. Failed, reversed and pending payments

a. Failed payout. A payout may fail for reasons including an invalid or deactivated UPI ID, a closed or frozen bank account, a mismatch between the account name and the participant's registered name, or a technical failure at the bank. Where a payout fails, the amount is not debited from the participant and no money is lost by the participant.

b. Re-attempt. On a failed payout we make up to two further attempts. Where the failure is caused by incorrect participant details, we contact the participant on their registered mobile number to obtain corrected details, and the participant has 15 days from that request to provide them.

c. Pending or debited but not credited. If a payment shows as processed at our end but has not been credited, the amount is with the banking system. These cases are normally auto-resolved by the banks within five to seven working days. We will share the transaction reference number so the participant can also raise it with their own bank.

d. Unclaimed rewards. Where a payout cannot be completed after re-attempts and the participant does not provide valid details within the stated window, the amount is returned to the funding client brand and the reward is treated as unclaimed. It is not retained by Hoopla.

e. Payment to a wrong account. Where an amount is credited to the wrong account because a participant supplied incorrect details, we will assist in tracing and recovery with our payment partner, but recovery is not guaranteed, as it depends on the receiving bank and account holder.

5. Withheld, cancelled and reversed payouts

We may withhold, cancel or reverse a payout where we reasonably believe that: the claim is fraudulent, duplicated or automated; campaign terms were breached; eligibility or verification checks were not passed; the details supplied belong to another person; or where required by law, by our payment partner or by the funding client brand. Where a payout is withheld we will, where practicable, tell the participant the reason and how to contest it under section 7.

6. Refunds to client brands

For our business clients, campaign funds that are advanced but not disbursed, including unclaimed and failed rewards, are reconciled and returned or credited to the client in accordance with the relevant client agreement or statement of work. Fees for services rendered are governed by that agreement and are not covered by this policy.

7. How to raise a claim or complaint

If you believe a reward is due and has not reached you, or you wish to contest a decision, contact us with the campaign name, your registered mobile number, the date of your entry and any transaction reference you were given:

Grievance Officer
Bhargav Lakkaraju, Founder and CEO
Hoopla Interactive Services
5th Floor, RMZ Spire, Silpa Gram Craft Village, HITEC City, Hyderabad 500081, Telangana, India
Email: hello@hooplaindia.com
Telephone: +91 98667 92222

We acknowledge every claim within 48 working hours and aim to resolve it within 15 working days. Where a claim depends on a bank or payment provider, we will keep you updated until it is closed.

If you are not satisfied with the outcome, you may escalate to the payment service provider handling the transaction, or to the Reserve Bank of India's Ombudsman scheme for digital transactions, at cms.rbi.org.in.

8. Fraud warning

We will never ask you for your UPI PIN, an OTP, a password, your card number or a fee in order to release a reward. Any such request is fraudulent. If you receive one, do not act on it, and report it to us at hello@hooplaindia.com.

9. Governing law

This policy is governed by the laws of India, and the courts at Hyderabad, Telangana shall have exclusive jurisdiction.