1. Overview
At Vexura Payment Gateway, we are committed to providing transparent and fair refund policies for all our services. This policy outlines the terms and conditions for refunds, chargebacks, and dispute resolution.
2. Service Fee Refunds
Our payment gateway service fees are generally non-refundable. However, refunds may be considered in the following circumstances:
- Technical errors on our part that prevent service delivery
- Service unavailability for extended periods (24+ hours)
- Billing errors or duplicate charges
- Service cancellation within the first 30 days
3. Transaction Refunds
For transactions processed through our payment gateway:
- Refunds are processed by the merchant, not by Vexura Payment Gateway
- We facilitate the refund process but do not control refund decisions
- Refund processing time depends on the payment method used
- Original transaction fees are typically non-refundable
4. Refund Processing Time
Refund processing times vary by payment method:
- Credit/Debit Cards: 5-10 business days
- Digital Wallets: 1-3 business days
- Bank Transfers: 3-7 business days
- UPI: 1-2 business days
5. Chargeback Policy
Chargebacks are handled according to the following guidelines:
- We assist merchants in responding to chargeback requests
- Chargeback fees may apply as per our fee schedule
- Merchants are responsible for providing evidence to dispute chargebacks
- We reserve the right to hold funds during chargeback investigations
6. Dispute Resolution
For disputes related to our services:
- Contact our support team within 30 days of the issue
- Provide detailed documentation of the problem
- We will investigate and respond within 5 business days
- If unresolved, escalation to management within 10 business days
7. Non-Refundable Items
The following items are generally non-refundable:
- Setup fees and one-time charges
- Monthly/annual subscription fees after 30 days
- Custom development or integration fees
- Fees for services already rendered
- Third-party processing fees
8. Partial Refunds
Partial refunds may be issued in the following cases:
- Service downgrades during billing cycles
- Pro-rated refunds for early termination
- Adjustments for billing errors
- Compensation for service interruptions
9. Refund Methods
Refunds are processed using the original payment method:
- Credit/Debit cards: Refunded to the original card
- Digital wallets: Refunded to the wallet account
- Bank transfers: Refunded to the originating account
- UPI: Refunded to the UPI ID used for payment
10. Cancellation and Refunds
For service cancellations:
- 30-day money-back guarantee for new accounts
- Pro-rated refunds for annual plans cancelled mid-term
- No refunds for monthly plans cancelled after billing
- Setup fees are non-refundable after service activation
11. Documentation Required
To process a refund request, we may require:
- Transaction ID or reference number
- Account information and contact details
- Detailed description of the issue
- Supporting documentation or screenshots
- Proof of payment (receipt, bank statement, etc.)
12. Exceptions
We reserve the right to make exceptions to this policy based on:
- Individual circumstances and customer history
- Technical issues or service failures
- Regulatory requirements or legal obligations
- Goodwill gestures for long-term customers
13. Contact Information
For refund requests or questions about this policy:
Email: refunds@vexura.in
Phone: +91 40 1234 5678
Support Hours: Monday to Friday, 9:00 AM - 6:00 PM IST
Address: 3rd Floor, Balaji Complex, Plot No MIG-83, opp. Ravindra Bharathi School, Dharma Reddy Colony Phase II, Kukatpally, Hyderabad, Telangana 500085
14. Policy Updates
This refund policy may be updated from time to time. Changes will be effective immediately upon posting on our website. Continued use of our services constitutes acceptance of the updated policy.