Introduction

At (Website Name), we are dedicated to providing secure, efficient, and reliable payment processing services. This Refund Policy outlines the conditions under which refunds may be issued, the steps to request a refund, and the responsibilities of both merchants and end-users. Please review this policy carefully to understand your rights and obligations regarding refunds processed through our platform.

Scope of the Policy

This policy applies to all users of (Website Name), including individual consumers, registered merchants, and business partners using our payment gateway services. It governs transactions processed via our platform, including credit and debit card payments, net banking, UPI, wallet payments, and other integrated methods. This policy does not extend to refund practices of individual merchants who use our gateway to collect payments for their own goods or services.

Eligibility for Refunds

Refunds are generally considered valid in the following cases:

• Duplicate or incorrect payments caused by technical or processing errors
• Transaction failures due to system or banking issues
• Overcharged amounts arising from gateway or merchant system errors
• Unauthorized transactions validated under our fraud investigation procedures
• Payments made in error because of inaccurate merchant information or system malfunction
• Cancellations within the merchant’s designated refund/cancellation window, as per their policy

For merchant-related transactions, (Website Name) will only process a refund once the merchant verifies eligibility and submits a refund request through our system.

Non-Refundable Transactions

The following transactions are strictly non-refundable:

• Service or setup fees paid to (Website Name)
• Fees for completed services such as KYC verification, onboarding, or compliance checks
• Transactions clearly labeled as non-refundable at the time of payment
• Transactions resulting from fraudulent activity or policy violations
• Disputes raised outside the timeframes prescribed by regulators or payment networks
• Cases where the user fails to provide required documentation to support their claim

Platform Fees and Deductions

Certain charges, such as gateway fees, convenience fees, integration/setup costs, or value-added services, are non-refundable unless a transaction fails due to a platform error. In merchant disputes, refund amounts may be reduced to account for incurred processing charges.

Refund Process

To request a refund, users must follow these steps:

• Contact us via email at (mention email) or raise a support ticket through the user dashboard.
• Provide transaction details, including ID, payment date, payment method, amount, and reason for the refund.
• Submit supporting documents such as screenshots, confirmations, or merchant communication.
• Cooperate with our support team if additional verification or documentation is required.

Timeframe for Processing Refunds

Once approved, refunds will be initiated within 5 to 7 business days. The exact time for funds to reflect depends on your bank, card issuer, or payment method, which is beyond our control. Notifications will be sent via email or SMS once the refund is initiated.

Please note: Delays may occur depending on the bank, payment processor, or merchant’s own refund timelines.

Transaction Reversal and Chargebacks

If a customer disputes a transaction with their bank or card issuer, a chargeback process may begin. (Website Name) will work with the merchant to resolve the dispute and may require supporting documentation. If a chargeback is granted, the customer will receive the refund, and the merchant may bear associated costs or deductions.

Taxes and Additional Fees

Refund of taxes (including GST) will be provided only if allowed under applicable tax laws. Administrative, processing, or third-party fees may be deducted from the refund amount where applicable, and such deductions will be disclosed in the refund confirmation.

Merchant Responsibility

For payments made to merchants, the approval or rejection of a refund request rests primarily with the merchant. (Website Name) acts as a facilitator and processes refunds only after merchant confirmation, unless the refund arises from technical errors or fraudulent activity.

Merchants must maintain transparent refund policies and cooperate during resolution. Failure to do so may result in withheld settlements or suspension of services.

Policy Changes

We may update this Refund Policy periodically to reflect regulatory changes, service improvements, or industry practices. Updates will be published on this page with a revised “Last Updated” date. Continued use of our services after such changes indicates acceptance of the updated policy.

Contact Information

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