Refund

EzyPayment – Refunds & Cancellation Policy

Last Updated: February 1, 2026 | Effective Date: September 9, 2024

This Refund and Cancellation Policy ("Refund Policy") outlines the terms and conditions under which refunds may be initiated, processed, or denied for Transactions conducted through the Platform www.ezypayment.in operated by PAYCLOUD INFOTECH SOLUTIONS PRIVATE LIMITED. This Policy applies to all Users, Merchants, and End Users and must be read in conjunction with the Terms and Conditions (Part I) and all other applicable policies.

By conducting or facilitating a Transaction on the Platform, You agree to the terms set forth in this Refund Policy. The Company reserves the right to amend this Policy in accordance with the Terms and Conditions.

1. General Refund Conditions

Refunds are available only under the limited circumstances described in this Policy. The Company is not a party to the underlying transaction between a Merchant and an End User and does not assume liability for disputes relating to goods or services. The Company reserves the right to deny refund requests that do not meet the eligibility criteria.

2. Refund Eligibility

A refund may be initiated only in the following circumstances:

Duplicate Transaction: Duplicate or excess charges caused by error.
Payment Processing Error: Amount debited but Transaction failed.
Merchant-Initiated Refund: Refund authorised by the Merchant.
Regulatory or Legal Requirement: Refund mandated by law or authority.
Unauthorised Transaction: Reported unauthorised use after verification.
Service Unavailability: Platform downtime preventing service access.

3. Non-Refundable Transactions

Successfully completed Transactions with delivered goods or services
Processing, platform, subscription, API, or service fees
Late refund requests beyond permitted timelines
Transactions marked as non-refundable by the Merchant
Transactions under active chargeback or dispute
Illegal, prohibited, gambling, or lottery-related Transactions
Transactions already refunded once

4. Timeframe for Refund Requests

Type of Refund	Maximum Timeframe	Exception
Duplicate Transaction	15 days	None
Payment Processing Error	30 days	Documented Platform error
Merchant-Initiated Refund	Up to 30 days	As authorised by Merchant
Unauthorised Transaction	48 hours	Up to 30 days for Company error
Regulatory / Legal	As ordered	Mandatory
Service Unavailability	7 days	None

5. Refund Process

Request Submission: Submit request with Transaction details and proof.
Acknowledgment: Confirmation within 2 business days.
Investigation: Verification and review (up to 7 business days).
Decision: Written approval or rejection.
Processing: Refund processed within 5–10 business days.
Appeal: Appeal allowed within 7 business days.

6. Refund Timelines by Payment Method

Payment Method	Timeline	Note
Credit Card	5–10 business days	Issuing bank dependent
Debit Card	3–7 business days	Issuing bank dependent
UPI	1–3 business days	NPCI settlement cycles
Net Banking	3–5 business days	Bank dependent
Wallet / Prepaid	1–3 business days	May be wallet credit
IMPS / NEFT / RTGS	1–3 business days	RBI timelines

7. Partial Refunds

Partial refunds may be approved where only part of the Transaction is affected or certain charges are non-refundable. The approved amount and rationale shall be clearly communicated to the User.

8. Chargebacks & Disputes

Company will cooperate with banks and payment networks
Merchants are responsible for dispute defence
Chargeback amounts may be recovered from Merchants
High chargeback ratios may lead to account suspension

9. Cancellation of Services & Accounts

Account access revoked after cancellation
Pending Transactions settled as applicable
Unused prepaid amounts refunded as per plan
Outstanding dues remain payable
Data retained as per Privacy Policy

10. Record Keeping & Audit

Refund records shall be maintained for a minimum of seven (7) years and made available for audit or upon lawful request.

11. Disclaimer of Liability

The Company's liability shall be limited to the Transaction amount and shall not include indirect, consequential, or punitive damages. Delays caused by banks or payment networks are not the responsibility of the Company.