This Dispute Resolution Policy explains how to raise a complaint about missing cashback, incorrect payouts, or account actions on EarnMudra, and how we investigate and resolve such disputes.
1 Purpose & Scope
This policy applies to all disputes raised by users of EarnMudra relating to cashback tracking, rewards, payouts, instant payments, or account actions such as suspension or fraud flags. It works alongside our Terms of Service and does not override them.
2 What Qualifies as a Dispute
You may raise a dispute for any of the following:
- Cashback or reward not credited after completing an offer
- Cashback or reward credited at an incorrect amount
- Payout requested but not received within the standard timeline
- Instant payment not processed despite meeting eligibility criteria
- Account suspended, restricted, or flagged for fraud in error
- Referral or Refer & Earn bonus not credited
3 Before You Raise a Dispute
Most missing cashback cases resolve automatically once the advertiser confirms the transaction. Before contacting us, please check that:
- The offer or task was completed exactly as instructed (no ad-blocker, correct link used, no coupon codes unless permitted)
- The transaction appears in your account activity, even as "pending" or "tracked"
- The standard advertiser confirmation window has passed (typically 30–90 days depending on the offer)
- You have not opened the merchant site through a coupon extension or another cashback platform in the same session
4 How to Raise a Dispute
You can raise a dispute in three steps:
1
Contact Support
Email us at the address in Section 12, or use the "Report an Issue" option against the relevant transaction in your account.
2
Share the Required Details
Include your registered email or user ID, the offer/merchant name, approximate date and time of the transaction, and order ID or screenshot if available.
3
We Investigate
We review your account activity and, where needed, raise a claim with the advertiser or affiliate network on your behalf.
5 Evidence & Documentation
To help us investigate faster, please provide where available:
- Screenshot of the order confirmation page or app screen
- Order ID, booking ID, or transaction reference number
- Screenshot of the click confirmation or "redirecting to merchant" page, if captured
- Date, time, and device/browser used for the transaction
Disputes without any supporting information may take longer to resolve or may not be eligible for advertiser escalation.
6 Advertiser & Network Validation
Most cashback and rewards on EarnMudra depend on confirmation from the advertiser or affiliate network, not from us directly. Once we escalate a dispute, resolution timing and the final outcome depend on the advertiser's own investigation.
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Advertiser Decisions Are Final
As set out in our Terms of Service, advertiser and network decisions on transaction validity are binding on us and on you. We will share the outcome with you, but we cannot override a rejection made by the advertiser.
7 Resolution Timelines
Typical timelines for different dispute types are:
Initial acknowledgment of your disputeWithin 48 hours
Missing cashback — internal review3–7 business days
Missing cashback — advertiser escalationUp to 90 days
Payout not received (standard)3–5 business days
Instant payment not processed24–48 hours
Account suspension review5–10 business days
These are estimates, not guarantees, and may vary depending on advertiser response times.
8 Payout & Instant Payment Disputes
For disputes relating to a payout or instant payment, we may ask you to reconfirm your UPI ID or bank details, and to share the payout reference or transaction ID generated on your end. Please note:
- Delays caused by banks, UPI providers, or payment gateways are outside our control
- Incorrect bank or UPI details provided by you may delay resolution
- An instant payment already reversed due to advertiser rejection cannot be disputed as a separate payout issue
9 Fraud-Related Disputes
If your account or a transaction has been flagged for suspected fraud, you may dispute the flag by providing supporting evidence of genuine activity. However:
- We reserve the right to maintain a fraud decision after review, at our discretion
- Cashback, rewards, or payout linked to confirmed fraudulent activity will not be released
- Repeated disputes without new evidence may be closed without further review
10 Escalation Process
If you are not satisfied with the outcome of your initial dispute, you may request an escalation by replying to the resolution email with "Escalate" and a brief reason. Escalated disputes are reviewed by a senior member of our support team, and we aim to respond within 5 additional business days.
11 Time Limit for Raising Disputes
Disputes must be raised within 90 days of the transaction date, or within 30 days of a payout being marked as processed, whichever is applicable. Disputes raised after this window may not be eligible for advertiser escalation.
13 Governing Law & Jurisdiction
This Dispute Resolution Policy is governed by the laws of India. Any unresolved disputes that cannot be settled through the process above are subject to the exclusive jurisdiction of the courts having authority over EarnMudra's registered place of business.
14 Changes to This Policy
We may update this Dispute Resolution Policy at any time without prior notice. The revised version will be posted on this page with an updated "Updated" date above. Continued use of the platform after changes constitutes acceptance of the updated policy.
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We're here to help
Most disputes on EarnMudra are resolved without any need for escalation. If something looks off with your cashback, rewards, or payout, reach out and we'll investigate.
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Dispute Resolution Policy Version 1.0