Refund & Cancellation Policy

01Scope of this policy

This Refund & Cancellation Policy explains how refunds, cancellations and reversals are handled across services provided by DESIPAY Payment Solutions Private Limited (“DESIPAY”). It forms part of our Terms & Conditions and should be read with our Privacy Policy.

It covers three distinct situations, which are often confused:

• Customer refunds — where a Customer has paid a Merchant through DESIPAY and the Merchant agrees to return the money.
• Failed, declined or duplicate transactions — where money left the Customer's account but the payment did not complete successfully. These are auto-reversed within regulated timelines.
• DESIPAY's own fees and platform charges — what we charge merchants, and when those charges are or are not refundable.

02Our role and the Merchant's role

• Every Merchant using DESIPAY is required to publish its own refund, cancellation and delivery policy on its website or application.
• If you are a Customer seeking a refund for an order, contact the Merchant first. They are best placed to verify the order and authorise the refund.
• DESIPAY cannot unilaterally refund a Customer for a merchandise dispute, and cannot compel a Merchant to issue a refund outside the chargeback and dispute process.
• Where a Merchant instructs a refund, DESIPAY processes it promptly to the original payment method and provides a reference number for tracking.

03How a Customer requests a refund

1. Contact the Merchant. Use the contact details on the Merchant's website, in your order confirmation, or on the payment receipt. Quote the order number and the DESIPAY transaction reference.
2. Keep your evidence. Order confirmation, invoice, delivery status, bank or card statement entry, and any communication with the Merchant.
3. If the Merchant does not respond within a reasonable time, or refuses a refund you believe is due, write to support@desipay.website with the transaction reference. We will take up the matter with the Merchant and share the outcome.
4. If it remains unresolved, you may raise a dispute or chargeback with your card issuer or bank, or escalate through the grievance route in section 10.

What we can always do, regardless of the merchandise dispute, is confirm the status of the payment, whether a refund has been initiated, and the reference number and date — so you can trace it with your bank.

04Merchant-initiated refunds

• Refunds can be initiated from the merchant dashboard or through the Refunds API, in full or in part, against any successful and settled transaction.
• Multiple partial refunds are permitted, up to the original transaction amount. A refund can never exceed the amount originally captured.
• Refunds are made only to the original payment method — the same card, UPI handle, wallet or bank account used for the payment. We cannot redirect a refund to a different instrument.
• The refund window is typically 180 days from the date of the original transaction, subject to network and bank rules. Beyond that window, settlement must be made outside the payment rail.
• Your settlement account must have sufficient balance to fund the refund. Where balance is insufficient, we may hold the refund, offset it against future settlements, or ask you to remit the amount.
• Every refund carries a unique refund reference, an ARN (Acquirer Reference Number) or a UTR, available in the dashboard and by API, which the Customer's bank can use to trace the credit.

05Refund processing timelines

Once a refund is initiated by the Merchant, DESIPAY submits it to the bank or network the same working day. The time it takes to appear in the Customer's account is determined by the issuing bank or payment system, not by DESIPAY.

Working days exclude Sundays and bank holidays. Timelines may extend during a bank outage, a network incident, or where the Customer's account is dormant, frozen or closed.

06Failed, declined and duplicate transactions

Where a Transaction fails after the Customer's account has been debited — a timeout, a network drop, a declined authorisation, or a duplicate debit — the amount is reversed automatically. No request is needed from the Customer or the Merchant.

Auto-reversal timelines follow RBI's Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions framework:

If an auto-reversal has not reached you within the timeline above, write to support@desipay.website with the transaction date, amount and reference, and we will pursue it with the bank or network on your behalf.

07Cancellations

Cancelling a transaction

• An authorised but uncaptured transaction can be voided before capture. The hold on the Customer's funds is released by the issuing bank, typically within 5 to 7 working days, with no debit appearing on the statement.
• Once a transaction is captured and settled, it can no longer be cancelled — it must be refunded instead.
• A payout or bank transfer can be cancelled only while it is queued. Once submitted to the settlement rail, it cannot be recalled; if it fails, the amount returns to your balance.
• A payment link or invoice can be deactivated at any time before it is paid.

Cancelling a subscription or standing instruction

A Customer may cancel a recurring mandate or e‑mandate at any time through the Merchant, through the DESIPAY notification received before each debit, or through their bank or UPI app. Cancellation takes effect for future debits. Debits already processed before cancellation are handled as ordinary refunds under this policy.

Closing your merchant account

You may close your account with 30 days' written notice, provided all dues are cleared and no dispute or investigation is pending. Balances are settled after a holdback period of up to 180 days to cover chargebacks and disputes that may arise on past transactions.

08DESIPAY fees, charges and non-refundable items

The following are not refundable, except where DESIPAY has made a demonstrable error:

• Transaction and processing fees (including MDR) already charged on a transaction that is later refunded. The fee is consumed at the time of processing and is not returned on refund. The Customer always receives the full transaction amount back; the fee is borne by the Merchant.
• Onboarding, setup and integration charges once the setup work has been performed.
• Platform, dashboard or subscription fees for a period that has already elapsed. Cancellation stops future billing; there is no pro-rata refund for the current cycle unless your agreement says otherwise.
• Chargeback handling and dispute representment fees, regardless of the outcome of the dispute.
• Card issuance, personalisation, delivery and replacement charges once the card has been produced or dispatched.
• Failed payout charges where the failure is caused by incorrect beneficiary details supplied by you.
• Statutory levies such as GST, which are remitted to the government.

09Refunds compared with chargebacks

A refund and a chargeback are different routes to the same outcome, and should not be used together for the same transaction.

10If a refund does not reach you

If the timeline in section 5 has passed and the credit has not appeared:

1. Check the statement of the original payment method, not another account. Credit-card refunds often appear against the next statement cycle rather than as an immediate entry.
2. Obtain the ARN, UTR or RRN from the Merchant or from support@desipay.website.
3. Share that reference with your bank. Once a refund carries a valid reference, the money has left the payment system and the bank can trace exactly where it sits.
4. If the bank cannot trace it, write to us with the reference and we will pursue it with the acquiring bank or network until it is resolved.

A refund can fail and return to the Merchant where the account is closed, frozen or dormant, the card has expired or been replaced, or the beneficiary details have changed. In that case the Merchant will contact you to arrange an alternative settlement.

11Escalation and grievance redressal

Please include the transaction date, amount, transaction reference, the payment method used, and the name of the Merchant. This lets us locate the payment on the first attempt.

12Changes to this policy

We may update this policy to reflect changes in our services, in banking and network rules, or in Applicable Law. The revised version is posted on this page with a new effective date, and material changes affecting merchants are notified at least 30 days in advance by email or through the dashboard. The version in force at the time of a transaction governs that transaction.