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Refund Policy

Introduction

At (Website Name), we prioritize delivering safe, efficient, and dependable payment services. This Refund Policy defines the conditions under which refunds can be issued, the steps for submitting refund requests, and the responsibilities of both merchants and end-users. We advise you to read this document carefully to fully understand your rights and duties regarding refunds processed on our platform.

Scope of the Policy

This policy applies to every user of (Website Name), including individual customers, registered merchants, and business associates utilizing our payment gateway. It governs all transactions made via our platform, such as card payments, internet banking, UPI, digital wallets, and other integrated modes. Please note that this document does not extend to the independent refund policies of merchants using our gateway for their own product or service transactions.

Eligibility for Refunds

Refunds are applicable only under the following circumstances:

  • Duplicate or mistaken charges caused by technical or processing glitches.
  • Failed transactions due to banking errors or system issues.
  • Overbilling incidents arising from gateway or merchant software malfunctions.
  • Unauthorized payments confirmed under our fraud verification process.
  • Payments made incorrectly due to inaccurate merchant details or platform errors.
  • Cancellations allowed under a merchant’s valid return or cancellation policy.

For transactions involving merchants, (Website Name) will process the refund solely after the merchant verifies eligibility and submits a request to initiate it.

Non-Refundable Transactions

  • Service fees or setup costs charged by (Website Name).
  • Charges for completed services such as compliance checks, onboarding, or KYC verification.
  • Transactions clearly marked “non-refundable” at checkout.
  • Transactions linked to user misconduct, fraud, or policy violations.
  • Disputes reported after the designated timeframe established by regulators or payment networks.
  • Cases where the customer does not provide the required documentation to validate the claim.

Platform Fees and Deductions

Platform-related charges—including integration fees, convenience charges, gateway costs, and optional value-added services—are non-refundable unless the failure is due to a platform error. In merchant disputes, the final refunded sum may be reduced to account for processing expenses already incurred.

Refund Process

  • Email us at (mention email) or submit a ticket via the account dashboard.
  • Include details such as payment date, transaction ID, payment mode, refund reason, and amount.
  • Attach supporting evidence like merchant communication, receipts, or screenshots.
  • Our support staff may request further documents or confirmations to finalize the claim.

Timeframe for Processing Refunds

Once approved, refunds are initiated within 5–7 business days. The actual reflection in your account depends on your bank, card issuer, or payment method and lies beyond our control. You will receive confirmation of initiation through SMS or email.

Please be aware that certain delays may happen based on the bank’s or merchant’s internal refund procedures.

Transaction Reversal and Chargebacks

When a customer disputes a payment via their bank or card issuer, a chargeback may be triggered. (Website Name) will liaise with the merchant for resolution and may ask for documentary proof. If the chargeback is upheld, the amount is refunded to the customer, while the merchant may bear related charges or deductions.

Taxes and Additional Fees

Refunds on taxes such as GST will only be processed if tax laws allow them. Processing charges, administrative fees, or external costs may be subtracted from the refund where relevant, and such deductions will be transparently mentioned in the refund confirmation.

Merchant Responsibility

In merchant-linked transactions, the merchant is primarily accountable for approving or denying a refund. (Website Name) functions only as a payment facilitator and will release refunds once requested by the merchant, unless the refund stems from fraud or system malfunction. Merchants are required to maintain open refund terms and cooperate with us during dispute resolution. Non-compliance may result in withheld payments or suspension of services.

Policy Changes

This Refund Policy may be revised periodically to match new legal requirements, platform upgrades, or evolving industry standards. All revisions will be published on this page with an updated “Last Modified” date. Continued platform use after such updates indicates your acceptance of the changes.

Contact Information

For refund assistance, clarifications, or related inquiries, please contact us at (mention email).