Refund & Cancellation Policy

Introduction

This Refund & Cancellation Policy ("Policy") governs refunds, reversals, and cancellations initiated through the Payzo mobile application ("Platform"). This Policy forms an integral part of Payzo's Terms and Conditions.

1. GENERAL OVERVIEW

Payzo facilitates digital payments between Users and partnered Merchants and manages refunds in accordance with this Policy. Refund eligibility, timelines, and methods may vary depending on the payment mode, transaction status, and merchant confirmation.

Payzo reserves the right to process, decline, or reverse refunds in accordance with this Policy.

2. ELIGIBILITY FOR REFUNDS

A User may be eligible for a refund in the following circumstances:

• The transaction was debited but the payment failed
• The transaction was successful but the service/product was not delivered
• Duplicate or incorrect transaction amount was charged
• Merchant-approved refund request
• Any other case approved by Payzo after review

3. REFUND INITIATION PROCESS

3.1 Refund requests must be initiated through:

• The Payzo app, or
• Payzo customer support channels

3.2 Users may be required to provide:

• Transaction reference number
• Date and amount of transaction
• Reason for refund
• Supporting evidence, if requested

3.3 Payzo reserves the right to:

• Verify the refund request
• Seek confirmation from the Merchant
• Reject refund requests that are fraudulent, abusive, or unsupported

4. REFUND MODES

4.1 Payment Gateway Transactions

For payments made via UPI, cards, or other payment gateway methods:

• Refunds will be processed to the original payment source, subject to gateway and bank rules.
• Actual credit timelines depend on the User's bank or payment provider.

4.2 Cashback-Only Transactions

For payments made entirely using cashback points:

• Refunds shall be credited only as cashback points
• Cashback points are non-withdrawable and non-transferable

4.3 Hybrid Transactions (Cashback + Payment Gateway)

For hybrid payments:

• The cashback portion shall be refunded as cashback points
• The payment gateway portion shall be refunded to the original payment method, subject to gateway rules

5. CASHBACK REVERSALS

5.1 Cashback points credited for a transaction that is later refunded shall be:

• Reversed, adjusted, or deducted from the User's balance

5.2 If cashback points have already been used by the User:

• Payzo reserves the right to deduct equivalent value from future cashback earnings
• Or restrict account usage until adjustment is completed

6. REFUND TIMELINES

Refund processing timelines are as follows:

• Refund approval & initiation: Within a reasonable time after verification
• Gateway refunds: As per bank/payment provider timelines
• Cashback refunds: Usually reflected instantly or within a reasonable period

7. MERCHANT SETTLEMENT IMPACT

7.1 In cases where a Merchant has already withdrawn settlement amounts:

Payzo reserves the right to adjust or withhold refunded amounts from future settlements payable to the Merchant

7.2 Payzo may temporarily:

• Hold Merchant settlements
• Offset refund amounts against future payouts

8. NON-REFUNDABLE SCENARIOS

Refunds shall not be provided in cases including but not limited to:

• Change of mind by User
• User error (wrong merchant, incorrect amount confirmation)
• Merchant disputes not approved by Merchant or Payzo
• Violation of Payzo's Terms & Conditions
• Fraudulent or abusive refund behavior

9. FRAUD PREVENTION AND ABUSE

Payzo reserves the right to:

• Monitor refund patterns
• Restrict or block refund requests
• Suspend accounts engaging in refund abuse or fraudulent activity

10. DISCRETIONARY RIGHTS

Payzo reserves the sole and absolute right to:

• Approve or reject refund requests
• Modify refund methods or timelines
• Recover refunded amounts in case of error or misuse

11. LIMITATION OF LIABILITY

Payzo shall not be liable for:

• Merchant refusal or delay in approving refunds
• Bank or payment gateway delays
• Indirect or consequential losses arising from refunds

Payzo's liability, if any, shall be limited to the transaction amount subject to refund.

12. POLICY MODIFICATIONS

Payzo may amend this Refund Policy at any time. Changes shall be effective upon publication on the Platform.