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Refund Policy

Refund Policy

At Nimbovox Solution, we are dedicated to providing secure, efficient, and dependable payment processing services. This Refund Policy details the conditions under which refunds may be issued, the process for submitting refund requests, and the responsibilities of both merchants and end-users. Please review this policy carefully to understand your rights and obligations concerning refunds processed through our platform.

Scope of the Policy

This policy applies to all users of Nimbovox Solution, including individual consumers, registered merchants, and business partners utilizing our Payment Solution services. It governs transactions processed through our platform, such as credit/debit card payments, net banking, UPI, wallet payments, and other integrated payment methods. Please note that this policy does not cover the refund policies of individual merchants who use our gateway to process payments for their own products or services.

Eligibility for Refunds

Refunds are generally issued in the following situations:

  • Duplicate or incorrect payments caused by technical or processing errors.
  • Transaction failures resulting from technical glitches or banking issues.
  • Overcharges due to errors within the gateway or merchant systems.
  • Unauthorized transactions that are reported and validated through our fraud investigation process.
  • Payments made in error due to incorrect merchant details or system malfunctions.
  • Transaction cancellations made within the merchant’s specified refund period, according to their return or cancellation policy.

For transactions involving merchants, Nimbovox Solution will process refunds only after the merchant verifies eligibility and requests the refund through our system.

Non-Refundable Transactions

The following transaction types are non-refundable:

  • Service fees or setup charges paid to Nimbovox Solution.
  • Fees for completed services such as KYC verification, onboarding, or compliance checks.
  • Transactions clearly designated as non-refundable at the time of payment.
  • Transactions resulting from fraudulent user activity or violations of our policies.
  • Disputes not submitted within the timeframes established by regulatory or network guidelines.
  • Cases where the user fails to provide the necessary documentation to support their refund claim.

Platform Fees and Deductions

Certain fees charged by Nimbovox Solution, including gateway fees, convenience fees, integration or setup fees, and charges for value-added services, are non-refundable unless the transaction fails due to a platform error. In the event of merchant disputes, refund amounts may be adjusted to account for processing costs already incurred.

Refund Process

To initiate a refund request, users should follow these steps:

  • Provide the transaction ID, payment date, payment method, amount, and a detailed explanation for the refund request.
  • Attach any relevant supporting documents, such as screenshots, email confirmations, or correspondence with the merchant.

Our support team may reach out to you for additional information or verification to complete the refund process.

Timeframe for Processing Refunds

Once a refund request is approved, the refund will be processed within 5 to 7 business days. The time it takes for the refunded amount to appear in your account depends on your bank, payment method, or card issuer, and is beyond our control. You will receive a notification via email once the refund has been successfully initiated.

Please be aware that delays may occur due to the processing times of banks, payment processors, or the merchant’s refund policies.

Transaction Reversal and Chargebacks

If a customer disputes a transaction with their bank or card issuer, a chargeback process may be initiated. Nimbovox Solution will work closely with the merchant to address the dispute and may request relevant documentation. If the chargeback is approved, the disputed amount will be refunded to the customer, and the merchant may be responsible for any related fees or deductions.

Taxes and Additional Fees

Applicable taxes, such as GST, included in the original transaction will be refunded only when allowed by relevant tax laws. Administrative fees, processing charges, or third-party costs may be deducted from the refund amount where applicable, and such deductions will be clearly outlined in the refund confirmation.

Merchant Responsibility

For transactions involving merchant services, the authority to approve or deny refunds lies primarily with the merchant. Nimbovox Solution serves as a payment facilitator and will process refunds only upon the merchant’s request, except in cases of technical errors or fraud. Merchants are expected to maintain clear refund policies and collaborate with us throughout the refund process.

Failure to comply with these obligations may result in withheld settlements or suspension of merchant services.

Policy Changes

We may revise this Refund Policy periodically to accommodate changes in regulatory requirements, service improvements, or industry best practices. All updates will be published on this page with an updated “Last Updated” date. Continued use of our platform following these changes signifies your acceptance of the updated policy.