Refund Policy

1. Introduction

This Refund Policy applies to the relevant payment collection, transaction processing and payout-related services made available by iPayLight, operated by Ipaylight Technologies Pvt. Ltd. ("iPayLight", "we", "our" or "us").

iPayLight provides payment technology and related infrastructure to eligible businesses. The availability and handling of refunds depend on the underlying transaction, the merchant's customer policy, the applicable payment method and the relevant payment partner's rules.

This policy should be read together with our Terms and Conditions and Privacy Policy, where applicable.

2. Scope of This Policy

This policy addresses refund-related requests involving:

• Payments made by customers to merchants using supported payment methods.
• Transactions that are reported as failed, pending or unsuccessful.
• Refund requests initiated by eligible merchants.
• Payment reversals and eligible duplicate transactions.
• Disputes and transaction-related support requests.

The policy does not independently guarantee a refund for every transaction. The outcome will depend on the applicable transaction facts, merchant terms, payment network rules and legal requirements.

3. Refunds for Merchant Transactions

For purchases of goods or services, the merchant that supplied the goods or services is generally responsible for deciding whether a customer is eligible for a refund under its published refund, cancellation and return policy.

Customers should contact the relevant merchant first regarding product returns, service cancellations, incorrect orders, service quality issues or other matters relating to the underlying purchase.

Where the merchant approves a refund and the transaction is eligible, the refund may be initiated through the applicable payment integration or payment partner.

iPayLight's role in the process depends on the service provided under the relevant merchant agreement. Submitting a refund request does not by itself mean that the refund has been approved or completed.

4. Refund Eligibility

A refund request may be considered where permitted by the merchant's applicable policy, the relevant service agreement, payment network rules and applicable law.

Examples of circumstances that may warrant review include:

• A duplicate payment for the same purchase.
• A merchant-approved cancellation or return.
• A confirmed payment error for which a refund is appropriate.
• A transaction that is eligible for reversal under the relevant payment rules.
• Another circumstance in which a refund is required by applicable law or an agreed policy.

Refund eligibility will be assessed using the available transaction details and applicable rules. We may request transaction references, payment receipts or other information reasonably necessary to investigate a request.

5. Failed, Pending and Duplicate Transactions

A payment may sometimes appear pending or failed even when the customer's bank or payment provider has temporarily debited the amount.

In such cases, the customer should check the transaction status and contact the relevant bank, payment provider or merchant with the transaction reference.

If a transaction is confirmed as failed and the amount was debited, the applicable bank or payment network may process an automatic reversal or another appropriate adjustment under its rules.

For suspected duplicate payments, the customer should provide the references for the transactions so that the merchant or relevant payment provider can investigate them.

A displayed status alone may not establish the final settlement outcome. The transaction should be verified using the applicable payment records.

6. Refund Processing Time

Refund processing times may vary depending on the payment method, issuing bank, receiving bank, payment network, merchant approval and the applicable payment partner's procedures.

Once a refund is successfully initiated, the time required for the amount to appear in the customer's account is generally determined by the relevant financial institution or payment provider.

Customers should retain their original transaction reference and any refund confirmation provided by the merchant or payment provider.

If a refund has not appeared within the timeframe communicated by the merchant, bank or payment provider, the customer should contact the relevant support channel for an update.

Unless expressly confirmed under an applicable agreement or mandatory legal requirement, iPayLight does not guarantee a fixed refund completion time.

7. Fees, Charges and Refund Amounts

The amount refunded to a customer will depend on the approved refund amount, the merchant's policy, the original transaction and applicable law.

Any treatment of transaction fees, service charges, taxes or other amounts associated with a refund will be governed by the relevant merchant agreement, payment partner rules and applicable law.

Refunds may be subject to transaction validation, available processing functionality and other applicable restrictions.

No additional refund deduction or fee should be assumed unless it is permitted by applicable law and the relevant disclosed terms.

8. Payouts and Reversals

Payouts to bank accounts, UPI addresses or other supported destinations are subject to recipient validation, transaction status and the applicable banking or payment network rules.

If a payout fails or is returned, the transaction may require investigation by the relevant payment provider or financial institution before any amount can be credited back or reprocessed.

Incorrect recipient details, account restrictions, technical issues, compliance reviews and other factors may affect payout completion.

Payout reversals and reprocessing are handled according to the applicable service agreement and payment partner procedures. A payout should not be treated as reversed until its status has been confirmed.

9. Refund Disputes and Complaints

If a customer disagrees with a refund decision or believes a transaction has been handled incorrectly, the customer should first contact the merchant or the relevant payment support channel, depending on the nature of the issue.

Please provide the following details where available:

• Transaction ID or payment reference.
• Transaction date and amount.
• Payment method used.
• Relevant receipt, refund confirmation or bank reference.
• A clear description of the issue and any previous support request.

We may review information available to us and coordinate with the relevant merchant or payment partner where appropriate. Resolution will depend on the facts, applicable payment rules and legal requirements.

10. Customer and Merchant Responsibilities

Customers

• Check the transaction status before submitting a duplicate payment.
• Keep transaction receipts and payment references.
• Contact the merchant regarding purchase cancellations, returns and service-related refund requests.
• Provide accurate information when reporting a transaction issue.
• Never share passwords, PINs, OTPs or other confidential authentication details with unauthorised persons.

Merchants

• Publish clear customer refund, return and cancellation terms where applicable.
• Review refund requests in a timely manner.
• Submit accurate refund instructions and transaction references.
• Maintain appropriate records of refunds, cancellations and disputes.
• Comply with applicable law and payment partner requirements.

11. Fraud Prevention and Misuse

Refund and reversal requests may be reviewed where there are reasonable indications of fraud, unauthorised activity, duplicate claims or misuse of the payment system.

We may request supporting information or coordinate with the relevant merchant, bank or payment provider to investigate a request, subject to applicable law and contractual obligations.

Any restriction, investigation or delay will be handled in accordance with applicable requirements. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded.

12. Contact Us

For questions about this Refund Policy or transaction-processing issues involving iPayLight, please use the official contact details published on our website or provided in your merchant service agreement.