Refund & Cancellation Policy

2.1 Our Commitment

Rupeeflow is committed to fair, transparent, and timely resolution of refund requests in accordance with applicable regulations and our Terms and Conditions.

2.2 Transaction Finality

Once a payment transaction is successfully completed and confirmed by both parties (payer and payee), it is generally considered final and irreversible except as outlined in this Policy.

2.3 Service Fees

Transaction fees, processing charges, and subscription fees charged by Rupeeflow are generally non-refundable unless specifically stated otherwise or required by law.

2.4 Merchant Responsibility

For product or service disputes, customers must first contact the merchant directly. Rupeeflow acts as a payment facilitator and is not responsible for quality, delivery, or fulfillment issues.

3.1 Failed Transactions

When amount is debited but transaction fails:

• Payment gateway timeout or technical error

• Network connectivity issues during transaction processing

• Bank system downtime or maintenance

• Incorrect merchant configuration

Refund Timeline: 5-7 business days automatically to the source account

3.2 Duplicate Transactions

When amount is debited multiple times for a single transaction:

• Duplicate charges due to system errors

• Multiple payment confirmations for same order

Action Required: Report within 7 days with transaction IDs

Refund Timeline: 7-10 business days after verification

3.3 Unauthorized Transactions

When transaction is made without account holder's consent:

• Fraudulent use of payment credentials

• Unauthorized access to account

• Transaction after reporting loss/theft of device

Action Required: Report immediately within 24 hours

Refund Timeline: Subject to investigation; up to 90 days

3.4 Merchant Cancellation

When merchant cancels order or fails to deliver:

• Product out of stock or unavailable

• Service cannot be fulfilled

• Business closure or operational issues

Action Required: Merchant must initiate refund

Refund Timeline: 7-14 business days as per merchant policy

3.5 Technical Errors by Rupeeflow

When errors occur due to Rupeeflow's systems:

• Incorrect currency conversion rates applied

• Wrong transaction amount processed

• System bugs causing unintended charges

Refund Timeline: 3-5 business days after error confirmation

4.1 Service Fees and Charges

• Transaction processing fees (1.5% - 3% based on service)

• Currency conversion charges for cross-border payments

• Monthly subscription fees for premium features

• Hardware device rental charges for offline UPI POS

• Late payment penalties and interest charges

Exception: Fees may be refunded if Rupeeflow fails to deliver promised services due to technical issues on our end.

4.2 Successful Transactions

• Completed transactions where goods/services were delivered

• Payments made to correct merchant as intended

• Transactions properly authorized by account holder

• Intentional peer-to-peer transfers

4.3 Merchant Disputes

• Product quality issues or dissatisfaction with purchase

• Delivery delays caused by merchant or logistics

• Size, color, or specification mismatch

• Changed mind or buyer's remorse

Resolution: Contact merchant directly for their refund policy

4.4 User Error

• Payments sent to wrong UPI ID/account number

• Incorrect amount entered by user

• Transactions completed to scam/fake merchants

• Failure to verify recipient details before payment

Note: Rupeeflow cannot reverse user-initiated errors; users must contact recipients directly

4.5 Policy Violations

• Refund requests for transactions violating our Terms and Conditions

• Fraudulent refund claims or abuse of refund process

• Chargebacks filed without first contacting Rupeeflow

5.1 Cross-Border UPI Gateway

Eligible for Refund:

• Failed international payment due to gateway error

• Incorrect currency conversion applied by our system

• Payment received but not credited to UPI account within 3 business days

Not Eligible:

• Forex fluctuations or exchange rate changes after initiation

• Delays caused by international banking networks (SWIFT, correspondent banks)

• FEMA compliance rejections due to incomplete documentation

• Third-party payment processor fees (Stripe, PayPal)

Refund Process:

1. Report issue within 7 days via support@rupeeflow.in

2. Provide transaction ID, screenshots, and bank statements

3. Investigation period: 10-15 business days

4. Refund issued to source account in original currency

5. Currency conversion charges may apply for refunds

Special Note: International refunds may take 15-30 business days due to cross-border banking procedures.

5.2 Offline-First UPI for Bharat

Eligible for Refund:

• Payment debited but not received by merchant due to network sync failure

• Double debit during offline-to-online reconciliation

• Transaction failure after network restoration

• Device malfunction causing incorrect amount charge

Not Eligible:

• Delayed transaction confirmation due to network unavailability (amount held in escrow)

• Merchant disputes about goods/services

• User error in entering payment amount offline

Refund Process:

1. Report within 48 hours of network restoration

2. Transaction reconciliation verification by technical team

3. Merchant confirmation required for disputed transactions

4. Refund timeline: 5-7 business days after verification

Hardware Device Issues:

• Faulty POS device: Replacement within 3 business days (no refund of rental fees)

• Lost/stolen device: User responsible; no refund

• Device return on service termination: Security deposit refunded within 15 days

5.3 Green Payment Gateway (Eco-Pay)

Eligible for Refund:

• Payment successful but carbon credits/eco-points not awarded

• Technical error in calculating carbon footprint

• Tree planting certificate not issued within 60 days

• Merchant cancels order processed via Eco-Pay

Not Eligible:

• Eco-points or carbon credits (non-monetary rewards)

• Sustainability claims or environmental impact discrepancies

• Third-party green initiatives outside Rupeeflow's control

• Merchant's failure to meet sustainability commitments

Refund Process:

1. Contact merchant first for product/service refunds

2. For eco-rewards issues: email ecopoints@rupeeflow.in within 30 days

3. Provide transaction ID and proof of non-delivery

4. Manual verification of tree planting partnerships

5. Refund timeline: 7-10 business days (payment amount only; eco-points non-refundable)

Eco-Points Policy:

• Eco-points have no cash value and cannot be refunded

• Points expire after 12 months of earning

• Unused points cannot be transferred or exchanged for money

5.4 Smart Wallet for Gig Workers

Eligible for Refund:

• Failed wallet top-up where money debited but not added to balance

• Accidental wallet reload (request within 24 hours before usage)

• Auto-debit subscription error charging incorrect amount

• PFRC generation failure due to system error

Not Eligible:

• Completed peer-to-peer wallet transfers

• Bill payments successfully processed to billers

• Subscription fees after service usage

• Invoice generation or billing software charges

• Withdrawal fees for amounts below minimum threshold

Refund Process:

1. Raise ticket via app within 48 hours

2. Freeze wallet to prevent further transactions during investigation

3. Verification of wallet transaction logs

4. Refund credited back to wallet or original source (user's choice)

5. Timeline: 3-5 business days

Wallet Balance Refund on Account Closure:

• Request full wallet balance withdrawal before closing account

• Balances below ₹100 may be forfeited if account inactive for 3+ years

• Withdrawal to linked bank account: 24-48 hours

• No refund of subscription fees or service charges

7.1 Refund Methods

Original Payment Source:

• UPI: Refunded to original UPI ID/bank account

• Debit/Credit Card: Refunded to same card

• Net Banking: Refunded to source bank account

• Wallet: Credited back to wallet balance

Alternative Method:

• If original source unavailable (card expired, account closed), refund via NEFT/IMPS to registered bank account

7.2 Processing Timelines

Scenario → Investigation Time → Refund Processing → Total Timeline

Failed Transaction (Auto): Immediate → 5-7 business days → 5-7 days

Duplicate Charge: 3-5 business days → 5-7 business days → 8-12 days

Merchant Cancellation: Merchant dependent → 7-14 business days → 10-20 days

Technical Error: 1-3 business days → 3-5 business days → 4-8 days

Fraud Investigation: 30-90 days → 5-7 business days → 35-97 days

Cross-Border Refund: 10-15 business days → 15-30 business days → 25-45 days

Note: Bank processing times may add 2-5 additional business days beyond our control.

7.3 Refund Status Tracking

• Check refund status in app: Profile → Refund History

• Email notifications at each stage: Received, Under Review, Approved, Processed, Completed

• SMS alerts for refund credits

8.1 What is a Chargeback?

A chargeback is a reversal of a credit/debit card transaction initiated by the cardholder's bank, bypassing the merchant's refund process.

8.2 Chargeback Policy

• Customers must contact Rupeeflow before filing chargebacks with their bank

• Unjustified chargebacks may result in account suspension

• Chargeback fees (₹250 - ₹1,000) may be charged for invalid disputes

8.3 Handling Chargebacks

1. Customer files chargeback with card-issuing bank

2. Bank notifies Rupeeflow and temporarily reverses transaction

3. Rupeeflow investigates and submits evidence to bank

4. Bank makes final decision (30-90 days)

5. If ruled in customer's favor: Refund retained; If ruled in merchant's favor: Amount re-charged

8.4 Dispute Resolution

• Attempts good faith resolution before chargeback

• Escalate unresolved issues to grievance@rupeeflow.in

• Refer to Banking Ombudsman if no resolution within 30 days

• Arbitration under Arbitration and Conciliation Act, 1996

9.1 Transaction Cancellation

• UPI transactions: Cannot be cancelled once initiated (irreversible)

• Pending payments: May be cancelled before merchant confirmation

• Scheduled payments: Can be cancelled before execution date

9.2 Subscription Cancellation

• Cancel anytime through app settings

• No refund for current billing cycle

• Access continues until end of paid period

• No charges for subsequent cycles after cancellation

9.3 Account Closure

• Submit account closure request via email

• Settle all pending dues and transactions

• Withdraw wallet balance before closure

• Cancellation effective within 7-15 business days

10.1 Customer Liability for Unauthorized Transactions

Reported within 24 hours:

• Zero liability for customer (full refund after verification)

Reported within 24-72 hours:

• Customer liable up to ₹5,000 or actual transaction value (whichever is lower)

Reported after 72 hours:

• Customer liability as per RBI guidelines and investigation outcome

10.2 Merchant Fraud

• Fake merchants or phishing scams: Report to fraud@rupeeflow.in

• Rupeeflow not liable for scams if customer willingly shared credentials

• Cooperation with law enforcement for fraudulent merchant investigations

10.3 Preventive Measures

• Two-factor authentication mandatory

• Transaction alerts via SMS/email

• Spending limits and velocity checks

• AI-based fraud detection systems