Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy ("Policy") explains how refunds, reversals and cancellations are handled for transactions processed through Paytric Technologies Pvt. Ltd. ("Paytric", "we", "us"). It applies to merchants using our payment services and to their customers who pay through Paytric-powered checkouts, payment links or QR codes.

Paytric is a payment facilitator: refunds for goods or services are initiated by the merchant, while failed or duplicate payment reversals are processed automatically by our systems in line with RBI guidelines and card-network rules.

2. Customer Refunds

• If you are a merchant, you can issue a full or partial refund to your customer at any time from the Paytric dashboard or via the Refunds API, provided your Paytric balance has sufficient funds.
• If you are a customer seeking a refund for a product or service, please contact the merchant first, as refund approval for goods/services rests with them. If the merchant is unresponsive for 7+ days, write to us with your payment proof and we will assist.
• Once a refund is initiated, it cannot be cancelled, and it is always credited back to the original payment method used for the transaction.
• Refunds can be initiated within 180 days of the original transaction date, subject to card-network and banking partner rules.

3. Refund Timelines

Once a refund is successfully processed by Paytric, the credit typically reflects as follows:

These timelines are indicative and depend on the issuing bank's processing. Bank holidays and network outages may occasionally add 1–2 additional days.

4. Failed Transactions & Auto-Reversal

If money was debited from your account but the transaction shows as failed or pending:

1. In most cases, the amount is automatically reversed within 24–48 hours by the issuing bank or NPCI.
2. As per RBI guidelines, failed UPI/card transactions must be reversed within T+1 to T+5 business days; delays beyond this attract compensation payable by the responsible bank.
3. If the amount is not credited within 5 business days, share the transaction ID and a screenshot of the debit with us at support@paytric.in and we will escalate with the bank and share the reversal reference.

5. Duplicate Charges

If you were charged more than once for a single purchase, the duplicate transaction is eligible for a 100% refund. Duplicate payments made via Paytric links or checkouts are flagged by our systems, but you can always report them. Verified duplicates are refunded on priority — typically within 3–5 business days.

6. Cancellation of Services & Subscriptions

• Merchant account: Merchants may cancel their Paytric account at any time via dashboard → Settings → Close Account, or by writing to us. Pending settlements (if any) are paid out to the registered bank account after applicable deductions and a cooling period for open disputes.
• Subscriptions & plans: Paid Paytric plans can be cancelled anytime; cancellation takes effect at the end of the current billing cycle. We do not charge cancellation fees.
• Recurring customer payments / e-mandates: Customers can cancel standing instructions (UPI Autopay, card e-mandates) from their bank app or the merchant's portal. Cancellation stops all future debits; it does not refund amounts already debited, which remain subject to the merchant's own refund policy.
• Orders: Cancellation of an order for goods/services follows the merchant's own cancellation policy. Paytric refunds the payment once the merchant approves and initiates it.

7. Non-Refundable Items

The following are non-refundable:

• Transaction processing fees (MDR) on successfully settled transactions, except where required otherwise by law;
• One-time onboarding, integration or customization fees already consumed;
• Amounts forfeited due to violation of our Terms & Conditions, or transactions held/set aside per RBI, law-enforcement or court directions;
• Chargeback amounts where the dispute is finally decided against the merchant.

8. Chargebacks & Disputes

A chargeback occurs when a cardholder disputes a transaction with their bank. Our process:

1. We notify the merchant within 24 hours of a chargeback being raised, along with the reason and respond-by date;
2. The merchant may submit supporting evidence (invoices, delivery proof, communication) within the stated window — typically 7 days;
3. We represent the dispute to the acquiring bank/card network on the merchant's behalf;
4. If the dispute is lost, the disputed amount plus applicable chargeback fee is debited from the merchant's settlements or Paytric balance; if won, the amount is credited back.

Repeated chargebacks may result in enhanced monitoring, rolling reserves or account action as per our Terms.

9. How to Raise a Refund Request

To request a refund or report a failed/duplicate transaction, email support@paytric.in with:

• Paytric transaction ID or UPI reference number;
• Date and amount of the transaction;
• The payment method used (UPI ID, last 4 digits of card, etc.);
• A brief description of the issue and any supporting screenshot.

We acknowledge every request within 24 hours with a ticket ID and resolve most refund issues within 5–7 business days.

10. Contact & Escalation

If your concern remains unresolved, you may also approach your issuing bank with the refund reference (ARN/RRN), or use the RBI Integrated Ombudsman / CMS portal as applicable.