Refund Policy

Last updated: April 2026

This Refund Policy outlines the terms and conditions under which InDhan PayGate Private Limited ("InDhanPay", "we", "us", or "our") processes refunds and cancellations for our products and services. This policy applies to all transactions processed through the InDhanPay platform.

1. Scope

This Refund Policy applies to the following services offered by InDhanPay:

  • Subscription fees for SaaS products and platform access.
  • Payment processing and settlement services for merchants.
  • Hardware or device purchases made through our platform.
  • Any other paid services or products offered by InDhanPay.

2. Refund Eligibility

2.1 SaaS Subscriptions

  • Subscription cancellations must be submitted before the start of the next billing cycle.
  • Refunds for annual subscriptions may be provided on a pro-rata basis if cancellation is requested within 30 days of payment.
  • Monthly subscription fees are non-refundable once the billing cycle has commenced.
  • Free trial periods, if offered, do not incur charges and no refund is applicable.

2.2 Payment Processing Services

  • Transaction processing fees are non-refundable as the service is rendered at the time of transaction.
  • In the event of a failed transaction where the customer has been debited but the merchant has not been credited, the refund will be initiated automatically within 5-7 business days.
  • Disputes related to specific transactions should be raised within 30 days of the transaction date.

2.3 Hardware and Devices

  • Hardware returns are accepted within 7 days of delivery if the product is unused, in its original packaging, and in resalable condition.
  • Defective hardware will be replaced or refunded at our discretion within the warranty period.
  • Shipping costs for returns due to defects will be borne by InDhanPay. For other returns, shipping costs are the customer's responsibility.

3. Non-Refundable Items

The following are not eligible for refunds:

  • Setup fees, onboarding charges, and one-time implementation costs.
  • Customization or integration services once work has commenced.
  • Fees for services already rendered, including completed transactions and settlements.
  • Any service where a chargeback has already been initiated through the payment network.

4. Refund Process

To request a refund, follow these steps:

  1. Submit a Request: Contact our support team at support@indhanpay.com with your account details, transaction reference number, and reason for the refund request.
  2. Review: Our team will review your request and may ask for additional information or documentation.
  3. Decision: We will communicate the refund decision within 5 business days of receiving all required information.
  4. Processing: Approved refunds will be processed using the original payment method within the timelines specified below.

5. Refund Timelines

Once a refund is approved, the processing time depends on the payment method:

  • UPI: 1-3 business days.
  • Net Banking / Bank Transfer: 5-7 business days.
  • Credit / Debit Card: 5-10 business days (depending on the issuing bank).
  • Wallet: 1-3 business days.

Please note that the actual credit to your account may take additional time depending on your bank or payment provider.

6. Cancellation Policy

  • You may cancel your subscription or services at any time by contacting our support team or through your merchant dashboard.
  • Cancellation takes effect at the end of the current billing period. You will continue to have access to the Services until then.
  • Upon cancellation, any outstanding dues or pending settlements will be processed and settled in accordance with our standard procedures.
  • We reserve the right to cancel or suspend services if you breach our Terms and Conditions or if required by regulatory authorities.

7. Chargebacks and Disputes

If you initiate a chargeback through your bank or card issuer instead of contacting us directly, we reserve the right to:

  • Suspend your account pending investigation.
  • Provide evidence to the payment network to contest the chargeback.
  • Recover any amounts owed from pending settlements if the chargeback is found to be unjustified.

We encourage users to contact us directly before initiating a chargeback, as we are committed to resolving disputes promptly and fairly.

8. Force Majeure

We shall not be liable for delays in processing refunds due to circumstances beyond our reasonable control, including but not limited to natural disasters, government actions, banking system failures, or other force majeure events.

9. Amendments

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with the updated date. Your continued use of our Services after any modification constitutes acceptance of the revised policy.

10. Contact Us

For refund requests, cancellation inquiries, or any questions about this policy, please reach out to us: