Refund & Cancellation Policy

Last Updated: October 4, 2025

This Refund & Cancellation Policy outlines the terms and conditions for refunds, cancellations, and chargebacks for PayMe 2D Gateway services.

1. Service Fees - No Refund Policy

1.1 Transaction Fees

All transaction fees charged by PayMe 2D Gateway are non-refundable. This includes:

• Payment processing fees
• Gateway charges
• Setup fees (if applicable)
• Monthly subscription fees
• API usage fees

1.2 Subscription Cancellation

If you cancel your subscription:

• You can continue using services until the end of the current billing period
• No refund will be provided for the remaining subscription period
• You must provide 30 days' notice for cancellation
• All pending settlements will be processed before account closure

2. Customer Transaction Refunds

2.1 Merchant Responsibility

Refunds to end customers are the sole responsibility of the merchant. PayMe 2D Gateway only facilitates the refund process.

2.2 Refund Process

To initiate a customer refund:

1. Login to your merchant dashboard
2. Navigate to Transactions section
3. Select the transaction to refund
4. Click "Initiate Refund"
5. Enter refund amount (full or partial)
6. Provide reason for refund
7. Confirm refund request

2.3 Refund Timeline

• Credit/Debit Cards: 5-7 business days
• Net Banking: 5-7 business days
• UPI: 1-3 business days
• Wallets: Instant to 24 hours

2.4 Partial Refunds

Merchants can issue partial refunds for:

• Damaged or defective products
• Partial order cancellations
• Service adjustments
• Promotional discounts applied post-purchase

3. Failed Transactions

3.1 Automatic Reversal

If a transaction fails but amount is debited from customer's account:

• Amount will be automatically reversed within 24-48 hours
• No manual intervention required
• Customer will receive SMS/email notification
• If not reversed within 7 days, customer should contact their bank

3.2 Double Deduction

In case of accidental double deduction:

• Report immediately via dashboard or support
• Provide transaction IDs for both charges
• Duplicate charge will be refunded within 3-5 business days
• Investigation may be conducted to verify the claim

4. Chargebacks

4.1 What is a Chargeback?

A chargeback occurs when a customer disputes a transaction with their bank/card issuer, requesting a reversal of payment.

4.2 Chargeback Process

1. Notification: Merchant receives chargeback notification via email and dashboard
2. Response Period: Merchant has 7 days to respond with evidence
3. Documentation: Submit proof of delivery, invoices, communication records
4. Review: Bank reviews evidence and makes final decision
5. Resolution: Chargeback accepted or rejected (15-30 days)

4.3 Chargeback Fees

• Chargeback fee: ₹500 per dispute (non-refundable)
• Fee charged even if merchant wins the dispute
• Excessive chargebacks may result in account suspension
• Chargeback ratio should be below 1% of total transactions

4.4 Preventing Chargebacks

Best practices to minimize chargebacks:

• Provide clear product/service descriptions
• Display accurate pricing and shipping information
• Use recognizable business name on statements
• Respond promptly to customer inquiries
• Maintain detailed transaction records
• Send order confirmations and tracking information
• Have clear refund and return policies

5. Dispute Resolution

5.1 Customer Disputes

If a customer raises a dispute:

• Merchant will be notified immediately
• Funds may be held until dispute is resolved
• Merchant must respond within 48 hours
• Provide all relevant documentation
• PayMe 2D Gateway will mediate if necessary

5.2 Merchant Disputes

If you have a dispute with PayMe 2D Gateway:

• Contact support at disputes@payme2dgateway.com
• Provide transaction details and evidence
• We will investigate within 5 business days
• Resolution will be communicated via email

6. Account Closure & Settlements

6.1 Voluntary Closure

If you close your account:

• Provide 30 days' notice
• All pending transactions must be completed
• Final settlement will be processed after 90 days (chargeback window)
• Reserve amount (if any) will be released after 180 days
• No refund of subscription or setup fees

6.2 Involuntary Closure

If we terminate your account due to policy violations:

• Immediate suspension of services
• Funds may be held for 180 days
• No refund of fees or charges
• Outstanding dues must be settled

7. Rolling Reserve

7.1 Reserve Policy

For high-risk merchants, we may hold a rolling reserve:

• 5-10% of transaction value held for 90-180 days
• Protects against chargebacks and refunds
• Released after the holding period
• No interest paid on reserve amounts

8. Refund Exceptions

8.1 Service Fees May Be Refunded If:

• Technical error on our platform caused transaction failure
• Duplicate charges due to system malfunction
• Service was not provided as agreed
• Billing error on our part

8.2 Refund Request Process

To request a refund exception:

1. Email refunds@payme2dgateway.com
2. Provide transaction details and reason
3. Include supporting evidence
4. We will review within 7 business days
5. Decision will be final and binding

9. Customer Protection

9.1 Buyer Protection

End customers are protected if:

• Product not received
• Product significantly different from description
• Unauthorized transaction
• Merchant doesn't honor refund policy

9.2 Filing a Complaint

Customers can file complaints:

• Directly with the merchant first
• With PayMe 2D Gateway at support@payme2dgateway.com
• With their bank/card issuer
• With consumer protection authorities

10. Contact for Refund Queries

For refund-related questions:

• Email: refunds@payme2dgateway.com
• Support: support@payme2dgateway.com
• Phone: +91 22 1234 5678 (Mon-Fri, 9 AM - 6 PM IST)
• Dashboard: Raise a ticket via merchant dashboard

11. Policy Updates

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting. Continued use of our services constitutes acceptance of the updated policy.