In short: Premium keepsakes are delivered instantly, so a keepsake we successfully deliver is generally non-refundable. But if you were charged and it wasn't delivered, if you were charged twice, or if something went wrong on our side, we refund you to your original payment method.
1. What this policy covers
Petra is free to use, and the large majority of our designs, along with your personal Album, are free to send. A limited set of premium designs cost a small one-time fee per send. This policy explains refunds and cancellations for those premium keepsakes.
2. Pricing
Premium keepsakes are currently a one-time fee of Rs 19 (Indian Rupees) per send, inclusive of applicable taxes. All prices and any refunds are handled in Indian Rupees (INR). Payments are processed by our payment gateway, Razorpay, which accepts UPI, cards, net-banking, and wallets. No amount is charged until your payment succeeds.
3. Why premium keepsakes are digital goods
Every Petra keepsake is entirely digital and delivered electronically. The moment your payment succeeds, the keepsake becomes deliverable and is shared as a link or delivered directly inside Petra within seconds. Because a premium keepsake is delivered and consumed instantly, a keepsake that has been successfully delivered is generally non-refundable.
4. When we do refund you
We believe a fair policy keeps genuine remedies. We refund you in these cases:
- Charged, but not delivered. If you were charged and the keepsake was not delivered, our systems automatically detect it and refund you — you do not have to ask.
- Charged more than once. If you were accidentally charged twice, or otherwise duplicated a payment for the same keepsake, we refund the extra charge.
- A technical error. If a technical error on Petra's side, or on our payment provider's (Razorpay's) side, caused a wrong or failed charge, we refund it.
5. When a refund is not available
A premium keepsake that has been successfully paid for and delivered is generally non-refundable, because it has already reached its recipient the moment delivery completed. If you believe your situation falls under one of the eligible cases in Section 4, please contact us and we will look into it.
6. How to request a refund
To request a refund, email us at privacy@petrakeepsakes.com with your payment reference or order ID from Razorpay so we can find the charge quickly. Please raise your request within 7 days of the charge. We aim to acknowledge refund requests within 1–2 business days.
7. Refund method and timeline
Approved refunds are returned to your original payment method — the same UPI account, card, net-banking, or wallet you used to pay — and are executed through Razorpay. We do not issue store credit in place of a refund.
Once approved, refunds typically complete within 5–7 business days. Depending on your bank or card issuer, it may take a little additional time for the credit to appear on your statement.
8. Cancellations
Because delivery is instant, there is no in-transit order to cancel. Once a premium keepsake is paid for and delivered, it cannot be cancelled. Before you complete payment, you can simply close the payment window — no charge is made unless your payment succeeds.
9. Contact and grievances
For any refund question, dispute, or grievance, contact us at privacy@petrakeepsakes.com. We aim to acknowledge your grievance within 1–2 business days and will work with you toward a fair resolution. This policy is offered under the Consumer Protection Act, 2019 and the applicable e-commerce rules in India. Full contact details are on our Contact Us page.
Petra is operated by [Registered business name], [Registered business address]. Phone: [Support phone].
10. Changes to this policy
We may update this policy as Petra grows. If we make material changes, we will update the effective date and take reasonable steps to let users know.