1. INTRODUCTION
This Refund & Reversal Policy (“Policy”) is issued by Kortya Softcom Private Limited, operating under the brand name KortyaPay (“Company”, “Platform”). The Platform operates as a technology-enabled intermediary facilitating digital payment and financial service transactions in accordance with applicable laws, RBI, and NPCI guidelines.
KortyaPay does not sell goods or services and does not assume responsibility for pricing, quality, delivery, or fulfillment. All commercial transactions are strictly between the user and the respective merchant or service provider.
2. GROUNDS FOR SEEKING REFUND
2.1 Unauthorized or Fraudulent Transactions
Transactions executed without user consent and reported within 24 hours may be investigated and coordinated for resolution with banks, networks, or merchants.
2.2 Failed or Incomplete Transactions
If an account is debited but the intended service is not delivered due to technical or network failure, the transaction may qualify for refund or reversal.
2.3 Duplicate or Excess Debit
Multiple debits or excess debits for the same transaction are eligible for review, subject to verification.
Note: Refund claims must be raised within 24 hours of the transaction.
3. PROCEDURE FOR INITIATING REFUND
3.1 Timeline
Refund requests must be submitted within 24 hours. Requests beyond 3 calendar days will not be entertained unless mandated by regulatory or partner guidelines.
3.2 Required Information
Users must provide:
• Transaction ID / Reference Number
• Date & time of transaction
• Mode of payment
• Description of issue
• Supporting evidence (if applicable)
3.3 Processing
Approved refunds are processed through the original payment method and typically credited within 5–7 working days, subject to bank and network timelines.
4. TRANSACTIONS NOT ELIGIBLE FOR REFUND
4.1 Successful Service Fulfillment
Where verifiable proof of successful delivery or service completion is available.
4.2 Non-Refundable Charges
Platform fees, gateway charges, or convenience fees unless failure is directly attributable to KortyaPay’s system.
4.3 Time-Barred Claims
Claims raised after 15 calendar days are deemed waived.
4.4 User Error or Negligence
Incorrect details, wrong beneficiary selection, or misuse of services.
5. EXCLUSION OF LIABILITY
KortyaPay shall not be liable for merchant disputes, refund denial by merchants, delays caused by banks or networks, or indirect or consequential losses.
In digital lending services, KortyaPay acts solely as a Loan Service Provider (LSP) and does not control loan sanctioning, pricing, or repayments.
6. POLICY REVIEW & AMENDMENTS
Kortya Softcom Private Limited reserves the right to amend this Policy at any time. Updates shall be effective upon publication on the Platform.