Refund and cancellation policy

This policy covers the payments Exaltes Global Private Limited takes on Twelve Baskets: Basket Plus plans, featured listings and gift vouchers. Payments for a provider’s work are made directly to the provider and are not covered here. Please agree refunds for that work with the provider.

Basket Plus

• You can cancel at any time by writing to us. Plans do not renew automatically, so there is nothing to cancel unless you have bought another period.
• If you ask within 7 days of paying and have not used any Plus feature, we refund the full amount.
• After that, the plan stays active until the end of the period you paid for, and we do not refund the unused part, except where the law requires.

Featured listings

• If you cancel before your featured period starts showing, we refund the full amount.
• Once it has started, we refund the weeks that have not yet started.
• If we remove a featured listing because it breaks our guidelines, we do not refund it.

Gift vouchers

• You can cancel an unused gift voucher within 30 days of buying it for a full refund.
• If the provider cannot honour the voucher, closes their listing or is suspended, we refund the full amount, whenever that happens.
• A voucher that has been used to book the provider’s service cannot be refunded by us. Please speak to the provider.

Failed or duplicate payments

If money left your account but the purchase did not go through, or you were charged twice, we refund the extra amount in full. Most failed payments are reversed by your bank automatically within 5 to 7 working days.

How to ask for a refund

Email twelvebaskets@exaltesglobal.com or call +91 97621 61832 with the email you signed in with and your gift code or the date of payment. We reply within 2 working days. Approved refunds go back to the original payment method through Razorpay and normally reach you within 5 to 7 working days.

See also our terms of use.