Refund Policy

1. Overview

This Refund Policy ("Policy") outlines the refund and cancellation procedures for services provided by NINETEEN PAY TECHNOLOGIES PRIVATE LIMITED ("NineteenPay TSP", "we", "us", or "our"). This Policy applies to all transactions processed through our payment gateway services.

2. Refund Eligibility

2.1 Eligible Refund Scenarios

Refunds may be processed in the following circumstances:

• Failed Transactions: Payments that failed to process due to technical errors on our part
• Duplicate Charges: Accidental duplicate transactions processed for the same order
• Service Cancellation: Cancellation of services within the specified cancellation period
• Merchant Disputes: Legitimate disputes resolved in favor of the customer
• Fraudulent Transactions: Transactions identified as fraudulent or unauthorized
• Service Non-Delivery: Services not delivered as promised due to our error

2.2 Non-Refundable Items

The following are generally not eligible for refunds:

• Transaction fees and processing charges (unless due to our error)
• Services already delivered and consumed
• Refunds requested beyond the specified time limit
• Transactions completed more than 90 days ago
• Charges resulting from user error or negligence

3. Refund Process

3.1 Requesting a Refund

To request a refund, you must:

1. Contact our support team at support@nineteenpay.com
2. Provide transaction details (transaction ID, date, amount)
3. Explain the reason for the refund request
4. Submit any supporting documentation

3.2 Refund Processing Time

Refund processing times vary based on the payment method:

• Credit/Debit Cards: 5-10 business days
• Net Banking: 3-7 business days
• UPI: 2-5 business days
• Bank Transfers: 5-10 business days

Note: Processing times may vary depending on your bank or payment provider.

4. Cancellation Policy

4.1 Service Cancellation

You may cancel your account or services:

• Within 7 days of initial registration for a full refund (if applicable)
• At any time with 30 days' written notice
• Immediately for accounts in violation of our Terms

4.2 Cancellation Fees

Cancellation fees may apply if:

• Services have been partially or fully delivered
• Cancellation occurs after the free cancellation period
• Custom integrations or development work has been completed

5. Chargebacks and Disputes

In case of chargebacks or payment disputes:

• We will investigate the dispute in accordance with payment network rules
• We may request additional information or documentation
• Refunds will be processed if the dispute is resolved in your favor
• Chargeback fees may apply and are non-refundable

6. Partial Refunds

In certain circumstances, we may process partial refunds:

• When only a portion of services is affected
• For prorated refunds based on unused service periods
• When transaction fees are deducted from the refund amount

7. Refund Method

Refunds will be processed to the original payment method used for the transaction. If the original payment method is no longer available, we will work with you to arrange an alternative refund method, subject to verification.

8. Merchant Refund Policies

For transactions processed on behalf of merchants, refunds are subject to the merchant's refund policy. We facilitate refunds as per the merchant's instructions and applicable regulations.

9. Regulatory Compliance

All refunds are processed in compliance with:

• RBI guidelines on payment and settlement systems
• Consumer protection regulations
• Payment network rules and regulations
• Applicable data protection laws

10. Refund Denials

We may deny refund requests if:

• The request is fraudulent or made in bad faith
• The transaction is outside the refund eligibility period
• Services have been fully delivered and consumed
• The request violates our Terms and Conditions
• Insufficient documentation or information is provided

If your refund request is denied, we will provide a written explanation of the reason.

11. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our Services after changes constitutes acceptance of the updated Policy.

12. Contact Us

For refund requests or questions about this Policy, please contact us: