Refund & Cancellations Policy

This Refund and Cancellations Policy ("Policy") governs the process, timelines, and conditions under which Techpaylogic Technologies Pvt Ltd ("Paylogic", "we", "us", or "our") processes refunds, reversal requests, and transaction cancellations across all Paylogic products — including Payment Gateway, QR Payments, POS Machines, Payout Services, and Connected Banking.

Paylogic operates as a payment aggregator and technology service provider. We facilitate transactions between customers ("End Users") and registered businesses ("Merchants"). Refund outcomes depend on the nature of the transaction, the applicable payment instrument, and the merchant's own refund policy.

By using Paylogic's services — whether as a Merchant or an End User — you agree to this Policy as part of our overall Terms of Service. This Policy is supplementary to and must be read alongside our Terms of Service and Grievance Redressal Policy.

This Policy applies to all financial transactions processed through the Paylogic platform, including:

• Payment Gateway Transactions — UPI, Credit/Debit Cards (Visa, Mastercard, RuPay), Net Banking, Wallets, EMI, and BNPL.
• QR Payment Transactions — Dynamic and static UPI QR code payments via any NPCI-registered UPI app.
• POS Terminal Transactions — Tap-to-pay, chip-and-PIN, and swipe transactions at physical merchant outlets.
• Payout Transactions — IMPS, NEFT, RTGS, and UPI-based outward transfers initiated by merchants.
• Connected Banking Transactions — Virtual account collections, escrow account debits, and ledger settlements.

Paylogic processes three categories of refunds, each with different timelines and trigger mechanisms:

Whether a transaction qualifies for a refund depends on the payment instrument used, the merchant's refund policy, and the nature of the dispute. The following scenarios illustrate eligibility:

Refund timelines vary by payment instrument. Once Paylogic receives a confirmed refund instruction from the merchant (or triggers an automatic refund), the following timelines apply for the amount to reflect in the customer's account:

The refund request pathway depends on whether you are an End User (buyer) or a registered Merchant on the Paylogic platform.

• Step 1 — Contact the Merchant: Raise a refund request with the merchant from whom you made the purchase. The merchant's refund policy and timeline govern this step. Retain your order ID and payment reference number.
• Step 2 — Merchant Approval: The merchant reviews and approves your refund request and initiates the reversal through the Paylogic dashboard or API.
• Step 3 — Paylogic Processing: Upon merchant instruction, Paylogic processes the refund to your original payment instrument within the timelines defined in Section 5.
• Step 4 — Confirmation SMS/Email: You will receive an SMS/email confirmation with a refund reference number (RRN) once the refund is initiated by Paylogic.

If the merchant does not respond within 7 business days or you believe a technical error caused the charge, contact Paylogic's support at letstalk@paylogic.in with your transaction ID and a description of the issue.

• Dashboard: Log in to your Paylogic Merchant Dashboard → Transactions → Select transaction → Click "Initiate Refund" → Enter refund amount and reason.
• API: Use the POST /v1/refund endpoint with the transaction ID, refund amount, and reason code. Refer to our API documentation for full specifications.
• Bulk Refunds: For batch refunds exceeding 100 transactions, upload a CSV file via the dashboard or use the Bulk Refund API endpoint.
• Time Limit: Refunds must be initiated within 180 days from the original transaction date. Refund requests outside this window will not be processed.

Cancellations under this Policy refer to the termination of a pending or active transaction, service subscription, or merchant account before full execution or contract completion.

• Pending Transactions: A payment transaction in "pending" state (awaiting confirmation from the bank/UPI network) can be cancelled only if the payment instrument has not yet been debited. Once the debit is confirmed, a refund must be initiated instead.
• Timeout Cancellations: If a transaction is not completed within the session timeout period (typically 10–15 minutes for card/net banking payments and 5 minutes for UPI payments), the session is automatically cancelled and no debit occurs. If a debit occurred prior to timeout, an automatic reversal is triggered.
• Pre-Authorised Transactions: For pre-authorisation (hold) transactions, merchants can release the hold ("void" the authorisation) within 7 days without a customer refund being necessary. The held amount is released back to the cardholder's available credit limit immediately upon void.

Merchants subscribed to Paylogic's paid product tiers may cancel their subscription at any time. The following terms apply:

• Cancellations take effect at the end of the current billing cycle. Access to paid features continues until the cycle ends.
• No partial refunds are issued for unused days within a billing cycle, except where Paylogic terminates the service without cause.
• Annual subscription cancellations within 14 days of initial purchase qualify for a full refund, provided no significant API usage has occurred (more than 500 API calls or ₹10,000 in processed volume).
• To cancel a subscription, visit Dashboard → Settings → Billing → Cancel Plan, or email letstalk@paylogic.in with subject "Subscription Cancellation".

Merchants wishing to close their Paylogic account must:

• Submit a written account closure request to letstalk@paylogic.in with 30 days' advance notice.
• Ensure all pending transactions are settled and no active chargebacks are outstanding.
• Maintain sufficient balance in the settlement account to cover any potential chargeback liability for 180 days post-closure.
• Any credit balance in the Paylogic wallet at the time of closure will be settled to the merchant's registered bank account within 15 business days.

A chargeback is a forced transaction reversal initiated by a customer's bank or card network when a customer disputes a charge. Chargebacks are governed by international card network rules (Visa, Mastercard) and NPCI guidelines for UPI transactions, and are separate from standard merchant-initiated refunds.

• Customer Files Dispute: The end customer contacts their issuing bank or UPI app to dispute a transaction, citing reasons such as "not received", "not as described", "fraud", or "duplicate charge".
• Paylogic Notified: Paylogic receives the chargeback notification from the card network or NPCI within 3–5 business days of the customer's dispute.
• Merchant Alert: Paylogic immediately notifies the affected merchant via email and dashboard alert, providing the chargeback reason code and a 7-day response window.
• Merchant Response: Merchants must submit compelling evidence to Paylogic within 7 business days. Evidence may include order confirmation, delivery proof, signed acknowledgements, communication logs, or fraud analysis reports.
• Representment: Paylogic compiles and submits the merchant's evidence to the card network or NPCI for second-level review.
• Resolution: The card network or NPCI issues a final ruling. This process may take 30–90 business days from the date of chargeback filing.

• Merchants with a chargeback rate exceeding 1% of monthly transaction volume may be placed on a chargeback monitoring programme.
• Merchants exceeding 2% chargeback rate for two consecutive months may have their payment processing suspended pending review.
• Repeat chargeback offences may result in account termination and may be reported to card networks for inclusion in the MATCH list or NPCI risk database.

UPI transaction disputes follow the NPCI Dispute Redressal Mechanism (UDIR) framework. End users can raise UPI disputes directly through their UPI app. Paylogic coordinates with the merchant and NPCI to resolve disputes within the NPCI-mandated timelines of T+3 business days for auto-resolved disputes and T+15 business days for manual resolution cases.

All merchants registered on the Paylogic platform agree to the following obligations as a condition of their merchant agreement:

• Transparent Refund Policy: Merchants must display a clear, accessible refund and cancellations policy on their website or application. The policy must not be misleading or contain hidden restrictions that could constitute unfair trade practices under the Consumer Protection Act, 2019.
• Timely Refund Processing: Merchants must process customer-approved refund requests within 5 business days of customer request. Undue delays in initiating refunds may result in Paylogic processing the refund and debiting the merchant's account directly.
• Accurate Refund Amounts: Merchants must ensure refund amounts accurately reflect the agreed refund value. Intentional under-refunding is a violation of merchant terms and may result in account suspension.
• Chargeback Response: Merchants must respond to chargeback alerts within the 7-day window with complete and authentic evidence. Failure to respond will result in automatic chargeback in the customer's favour.
• Fraud Prevention: Merchants are responsible for implementing reasonable fraud prevention measures. Excessive chargebacks due to merchant negligence in verifying customer identity may not be disputed on the merchant's behalf.
• Record Retention: Merchants must maintain transaction and delivery records for a minimum of 2 years from the transaction date to support potential chargeback disputes.
• Customer Communication: Merchants must acknowledge refund requests from customers within 48 hours and maintain clear communication throughout the resolution process.

The following fee-related provisions apply to refunds and cancellations on the Paylogic platform:

• For UPI transactions: MDR is currently zero (waived by Government of India for UPI person-to-merchant transactions). No MDR is charged or refunded on UPI refunds.
• For card transactions: The MDR charged on the original transaction is non-refundable to the merchant when a refund is processed. The customer receives the full original transaction amount; the MDR cost is borne by the merchant.
• For wallet and BNPL transactions: Transaction fees are non-refundable as per the payment network's standard terms.

• There is no additional refund processing fee for merchant-initiated refunds on UPI and wallet transactions.
• For card refunds, Paylogic may charge a processing fee of ₹5 per refund transaction for high-volume refund batches (exceeding 500 refunds per month). This fee is disclosed separately in the merchant agreement.
• Chargeback processing fees are outlined in Section 8.2 above.

The following are explicitly excluded from refund eligibility under this Policy:

• Completed Payout Transactions: Once an outward bank transfer (IMPS, NEFT, RTGS, or UPI) has been confirmed by the receiving bank, it cannot be reversed by Paylogic. Merchants must contact the beneficiary directly for fund recall. Paylogic can assist in issuing a recall request on a best-effort basis, but success depends entirely on the beneficiary's consent and their bank's policy.
• MDR / Transaction Fees: The Merchant Discount Rate and processing fees charged on completed transactions are non-refundable, even when the underlying transaction is refunded.
• Chargeback Processing Fees: Once debited per Section 8.2, chargeback fees are non-refundable regardless of the ultimate outcome of the dispute.
• API Usage Charges: Charges for API calls, verification queries (PAN, Aadhaar, bank account, GST), and data consumption are non-refundable once the API call is executed and a response is returned, regardless of the merchant's intended use.
• KYC / Verification Charges: Identity verification and KYB charges are non-refundable once the verification query is submitted to the bureau or government database.
• Fraudulent Refund Claims: Any refund obtained through misrepresentation, fabricated evidence, or fraudulent means will be clawed back along with applicable penalties. Paylogic reserves the right to pursue legal action for fraudulent refund claims.
• Expired Refund Requests: Refund requests submitted more than 180 days after the original transaction date will not be processed.

For any refund-related queries, disputes, or escalations, please reach out through the following channels. We aim to acknowledge all queries within 24 hours and resolve within 7 business days.

• Level 1 — Support Team: Email letstalk@paylogic.in with your transaction ID and refund details. Expected resolution within 7 business days.
• Level 2 — Grievance Officer: If Level 1 is unresolved within 7 days, escalate through our Grievance Redressal mechanism. Nodal Officer contact is detailed therein.
• NPCI Grievance (UPI): For UPI-specific disputes, you may also raise a complaint at NPCI UPI Grievance Portal.