Introduction

At (Website Name), we strive to provide secure, dependable, and efficient payment processing solutions. This Refund Policy explains the conditions under which refunds may be issued, the process for submitting refund requests, and the responsibilities of merchants and end-users. Please review this policy carefully to understand your rights and obligations regarding refunds handled through our platform.

Scope of the Policy

This policy applies to all users of (Website Name), including individual customers, registered merchants, and business partners utilizing our digital payment services. It applies to transactions processed through our platform, such as credit or debit card payments, net banking, UPI, wallet transactions, and other supported payment methods. This policy does not govern the individual refund policies of merchants who use our services to collect payments for their own products or services.

Eligibility for Refunds

Refunds may generally be considered in the following situations:

  • Duplicate or mistaken payments caused by technical or processing issues.
  • Failed transactions resulting from system or banking errors.
  • Incorrectly charged amounts due to platform or merchant system discrepancies.
  • Unauthorized transactions that are reported and validated in accordance with our fraud review procedures.
  • Payments made incorrectly due to inaccurate merchant details or system malfunctions.
  • Cancellations initiated within the merchant’s permitted refund timeframe, in line with their cancellation or return policy.

For merchant-related transactions, (Website Name) will initiate a refund only after receiving confirmation of eligibility from the merchant and a formal request through our system.

Non-Refundable Transactions

  • Service or setup fees paid to (Website Name).
  • Fees associated with completed services, including KYC verification, onboarding, or compliance assessments.
  • Transactions clearly designated as non-refundable at the time of payment.
  • Transactions resulting from fraudulent conduct or violations of our policies.
  • Disputes raised beyond the time limits specified under applicable regulations or network guidelines.
  • Cases where required documentation is not provided to substantiate a refund claim.

Platform Fees and Deductions

Certain charges imposed by (Website Name)—including service fees, convenience charges, integration or setup fees, and other value-added services—are non-refundable unless the transaction fails due to a platform-related issue. In merchant dispute cases, refunded amounts may be adjusted to account for processing costs already incurred.

Refund Process

To request a refund, users must complete the following steps:

  • Contact us via email at (mention email) or submit a ticket through the user dashboard.
  • Provide the transaction ID, payment date, payment method, transaction amount, and a detailed explanation for the refund request.
  • Include supporting evidence such as screenshots, confirmations, or communication with the merchant.
  • Our support team may request additional details or verification to finalize the process.

Timeframe for Processing Refunds

After approval, refunds will be initiated within 5 to 7 business days. The time required for the refunded amount to appear in your account depends on your bank, card issuer, or payment provider and is outside our control. Notification of refund initiation will be sent via email or SMS.

Please be aware that delays may occur depending on the bank, payment processor, or merchant’s refund schedule.

Transaction Reversal and Chargebacks

If a transaction is disputed through a bank or card issuer, a chargeback procedure may commence. (Website Name) will collaborate with the merchant to address the dispute and may request relevant supporting documents. If the chargeback is upheld, the amount will be returned to the customer, and the merchant may bear related fees or deductions.

Taxes and Additional Fees

Any applicable taxes (including GST or similar levies) included in the original transaction will be refunded only where permitted by applicable tax regulations. Administrative costs, processing charges, or third-party fees may be deducted from the refunded amount where applicable, and such deductions will be clearly stated in the refund confirmation.

Merchant Responsibility

For merchant-related transactions, the authority to approve or reject a refund primarily rests with the merchant. (Website Name) functions as a payment facilitator and will process refunds only upon merchant instruction, except in cases involving technical errors or verified fraud. Merchants are expected to maintain clear refund policies and cooperate in resolving refund requests.

Failure to comply with these requirements may lead to withheld settlements or suspension of merchant access to our services.

Policy Changes

We may revise or update this Refund Policy periodically to reflect regulatory updates, service modifications, or industry standards. Any revisions will be published on this page with an updated “Last Updated” date. Continued use of our platform following such changes signifies acceptance of the revised policy.

Contact Information

For any inquiries, clarifications, or assistance regarding refunds, please contact us at (mention email).