Refund Policy

This Refund Policy explains how refunds are handled for (a) fees charged by PayFlexGo to merchants for use of our platform, and (b) payments processed through PayFlexGo between merchants and their end customers. We have written this policy to be as clear as possible about what PayFlexGo is responsible for as a payment gateway, and what remains the responsibility of the merchant using our services.

PayFlexGo is a payment gateway that enables merchants to accept and manage payments from their customers. In most cases, the merchant using PayFlexGo — not PayFlexGo itself — is responsible for setting and honouring its own refund, cancellation, and return policy with its end customers, since PayFlexGo is not a party to the underlying sale of goods or services. This policy covers the mechanics of how refunds flow through our platform, the timelines customers can expect once a refund is initiated, and our own separate terms for refunding platform fees charged directly to merchants.

Transaction fees, subscription fees, and other charges levied by PayFlexGo for successfully processed payments or platform usage are generally non-refundable, since they reflect the cost of processing, infrastructure, and services already provided. Exceptions may apply where:

• You were charged in error due to a verifiable billing or system mistake on our part
• A transaction failed due to a platform outage or technical fault attributable to PayFlexGo
• You were double-billed for the same subscription period or service

If you believe you were incorrectly charged, contact us within 30 days of the charge and we will investigate and correct any confirmed error, including refunding the affected amount where appropriate.

Merchants can initiate a full or partial refund to their customer directly from the PayFlexGo dashboard or via the API. When a refund is issued:

• The refunded amount is returned to the customer's original payment method wherever technically possible; where the original method is no longer valid or available, alternative arrangements may be required and are subject to the applicable network's rules
• PayFlexGo's transaction fee on the original payment is not automatically refunded to the merchant, unless the transaction failed or was reversed due to a platform error attributable to PayFlexGo
• Partial refunds are supported for most payment methods, subject to the minimum and maximum limits of the relevant payment network or issuing bank
• Multiple partial refunds against a single transaction may be permitted up to the original transaction value, depending on the payment method used
• Once a refund is submitted for processing, it generally cannot be cancelled or reversed

Once a refund is initiated by the merchant, PayFlexGo submits it to the relevant payment network or bank for processing. Funds typically reach the customer within the timeframes below, though exact timing ultimately depends on the customer's bank, card issuer, or wallet provider, and can occasionally take longer during banking holidays or network delays:

• UPI: usually within 24–48 hours
• Cards (credit/debit): 5–7 business days
• Net banking: 3–5 business days
• Wallets: usually instant to 24 hours
• International cards: 7–14 business days, depending on the issuing bank and currency conversion involved

PayFlexGo initiates the refund promptly on the merchant's instruction; any delay beyond the timelines above is typically on the part of the receiving bank or network and outside our direct control.

their bank or card issuer instead of requesting a refund from the merchant (a "chargeback"), the merchant will be notified through the dashboard and given a defined window to submit supporting evidence, such as proof of delivery, service completion, or customer communication. The relevant card network or bank makes the final determination on the dispute based on the evidence submitted and its own rules.

Chargeback processing fees, where applicable, are disclosed in the merchant's pricing plan and may be levied regardless of the outcome of the dispute, in line with standard card network practice. Merchants with an unusually high chargeback ratio may be subject to additional monitoring, reserve requirements, or account review as part of our risk management obligations.

If a payment is deducted from a customer's account but shows as failed or pending on the merchant's dashboard, the amount is automatically reversed to the customer within the standard refund timelines set out above, without requiring merchant action. Genuine duplicate charges caused by a platform error are refunded in full, including any associated fees, once verified. If an amount has been deducted but not credited back within the expected timeline, customers and merchants are encouraged to report it to us with the transaction reference so we can investigate with the relevant bank or network.

Where a customer wishes to cancel an order before it has been fulfilled, the cancellation and any resulting refund is governed by the merchant's own cancellation policy, not by PayFlexGo. Once a merchant approves a cancellation and initiates the corresponding refund through our platform, it follows the same process and timelines described in this policy.

If you believe a transaction was made without your authorization, you should report it to your bank or card issuer immediately, in addition to notifying the merchant and, where relevant, PayFlexGo. We cooperate with merchants, banks, and card networks to investigate suspected fraud and, where a transaction is confirmed as unauthorized or fraudulent, we will assist in facilitating a reversal in accordance with the applicable network's rules and timelines.

End customers should first contact the merchant they purchased from, since PayFlexGo processes payments on the merchant's behalf and, other than in the specific circumstances described in this policy, cannot independently reverse or refund a transaction without the merchant's instruction. Merchants can initiate customer refunds directly from their dashboard or API, and can request platform-fee refund reviews using the contact details below. Please have the relevant transaction ID, date, and amount ready when reaching out, as this helps us resolve your query faster.

PayFlexGo acts solely as a payment processing intermediary and is not responsible for the quality, delivery, or fulfilment of the goods or services sold by merchants using our platform, nor for disputes arising directly between a merchant and its customer regarding such goods or services. Merchants are responsible for clearly communicating their own refund and cancellation terms to their customers and for complying with all applicable consumer protection laws in the jurisdictions where they operate.

We may update this Refund Policy from time to time to reflect changes in our processes, payment network rules, or applicable regulations. Material changes will be reflected by updating the "Last updated" date at the top of this page, and where appropriate, we will provide additional notice to merchants through the dashboard or by email.

For refund-related questions or to escalate a transaction issue, reach out to:

• Email: contact@payflexgo.com