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Refund & Cancellations
Understand how service-fee refunds, transaction-related disputes, cancellations, and partner-dependent reversals are handled when using Paywize’s technology platform.
1. Purpose and Scope
This Refund and Cancellation Policy explains the conditions applicable to refunds or cancellations relating to fees charged by Paywize for its technology services and the process for raising transaction-related disputes involving services enabled through Paywize’s platform and applicable licensed banking or payment partners.
This Policy may apply to Merchants, business associates, distributors, retailers, and, where applicable, End Users interacting with Paywize-supported technology workflows.
Paywize acts as a Technology Service Provider (TSP). Where a transaction involves a regulated banking or payment service, the underlying transaction, settlement, reversal, or refund may be processed by the applicable licensed partner in accordance with its policies, applicable payment-network rules, and Applicable Law.
2. General Policy
Fees paid directly to Paywize for technology service plans, platform access, subscriptions, implementation, integration, or other technology services may be non-refundable or non-cancellable once the relevant service has been activated or delivered, except where otherwise provided under an applicable commercial agreement or Applicable Law.
Transaction amounts processed through licensed banking or payment partners are subject to the refund, reversal, settlement, and dispute mechanisms applicable to the relevant partner and payment rail. Paywize does not independently maintain Merchant wallets or hold transaction or settlement funds solely by providing its technology services.
This Policy should be read together with Paywize’s Terms of Use, applicable Merchant Agreement, commercial terms, and, where relevant, the terms of the applicable licensed partner.
3. Business Verification and Onboarding
Access to certain Paywize technology services may be subject to successful KYC/KYB, business verification, risk assessment, and onboarding requirements.
Paywize may collect, review, validate, or facilitate the submission of information and documentation required for onboarding. Where applicable, final KYC/KYB approval, account activation, or access to regulated services may be subject to approval by the relevant licensed banking or payment partner.
Where onboarding, implementation, verification, or other fees have been expressly agreed, their refundability will be governed by the applicable commercial agreement and Applicable Law.
4. Refund Eligibility
4.1 Technology Service Fees
Refund eligibility for fees paid directly to Paywize for platform access, integration, implementation, subscriptions, or other technology services will be determined in accordance with the applicable commercial agreement, service terms, and Applicable Law.
Where a refund is approved for a fee charged directly by Paywize, the refund will ordinarily be made to the original payment method or otherwise as agreed between Paywize and the Merchant.
4.2 Transaction-Related Refunds and Reversals
Where a payment transaction fails, is reversed, remains pending, or requires a refund, the handling of the transaction amount will depend on the applicable licensed banking or payment partner, payment rail, transaction status, and relevant network or regulatory rules.
Paywize may provide technology, transaction-status information, logs, reconciliation data, and operational support to facilitate investigation of such cases. However, where the underlying funds are held or processed by a licensed partner, the actual refund, reversal, settlement, or credit is executed by the applicable partner or financial institution.
Indicative refund or reversal timelines, where applicable, may vary depending on the payment method, partner institution, issuing bank, acquiring entity, payment network, and nature of the transaction.
4.3 Requests From Merchants
Merchants may raise transaction-related disputes or support requests where:
- A suspected platform-side technical issue has occurred
- A transaction status requires investigation
- The expected transaction outcome has not been reflected
- A duplicate transaction is suspected
- Reconciliation information requires review
Merchants should provide relevant information such as the transaction reference, UTR where applicable, timestamps, screenshots, API logs, webhook information, and other reasonably requested evidence.
Paywize may investigate platform-side issues and coordinate with the applicable licensed partner where partner involvement is required.
5. Cancellation
Once a transaction instruction has been submitted through the Paywize platform to the applicable licensed banking or payment partner for processing, cancellation may not be possible. Cancellation availability depends on the transaction type, processing status, applicable payment rail, and the relevant partner’s rules.
Where scheduled transaction functionality is available, cancellation may be possible before the instruction is submitted for execution, subject to applicable platform and partner conditions.
For suspected duplicate transactions, Merchants should report the matter promptly. Paywize may review platform records and, where required, coordinate with the applicable licensed partner to support investigation and resolution.
6. Role of Paywize and Licensed Partners
Paywize Technologies Pvt. Ltd. acts as a Technology Service Provider (TSP) and provides APIs, software, integration, orchestration, transaction-status, reconciliation, dashboard, and related technology capabilities.
Where a transaction involves regulated banking or payment services, the underlying financial service is provided by the applicable licensed banking or payment partner.
Paywize does not independently operate as a bank, payment aggregator, payment system operator, NBFC, wallet provider, or custodian of Merchant or End User funds unless expressly authorised under Applicable Law.
Refunds, reversals, settlements, chargebacks, or other movements of transaction funds may therefore be subject to the applicable licensed partner’s processes, payment-network rules, contractual terms, and Applicable Law.
7. No Custody of Transaction Funds
Paywize does not maintain a Merchant wallet or independently hold Merchant or End User transaction funds solely by providing its technology platform.
Where funds are processed, held, settled, refunded, or reversed as part of a regulated payment service, such activity is undertaken through the applicable licensed banking or payment partner in accordance with the relevant arrangement and Applicable Law.
8. Grievance Redressal
Level 1: Customer Support
- Phone: +91 91099 10995
- Email: care@paywize.in
- Initial Response Target: Within 24 hours
Level 2: Grievance Redressal
- Email: grievances@paywize.in
- Initial Response Target: Within 3 working days
Where a grievance relates to a regulated service provided by a licensed banking or payment partner, Paywize may coordinate or redirect the matter to the applicable partner for resolution in accordance with the partner’s grievance-redressal process and Applicable Law.
9. Limitation of Liability
Paywize’s liability in relation to its technology services will be governed by the applicable Terms of Use, Merchant Agreement, commercial agreement, and Applicable Law.
Paywize is responsible for its technology platform and services to the extent set out in the applicable agreement. Paywize is not responsible for delays, interruptions, reversals, settlement delays, transaction failures, or other events caused solely by third-party banking partners, payment networks, telecommunications providers, external infrastructure, or circumstances outside Paywize’s reasonable control.
Nothing in this Policy excludes or limits any liability that cannot lawfully be excluded or limited.
10. Final Provisions
Paywize may update this Refund and Cancellation Policy from time to time to reflect changes in its technology services, partner arrangements, operational practices, contractual requirements, or Applicable Law.
Material updates will be published on the official Paywize website and, where required, communicated through appropriate channels.
The version published on the website will apply from the stated effective date, subject to existing contractual obligations and Applicable Law.
For further clarification, please write to: compliance@paywize.in
Technology Service Provider Disclosure
Paywize Technologies Pvt. Ltd. is a Technology Service Provider (TSP). Paywize provides API-driven technology infrastructure that enables businesses to integrate with licensed banking and payment partners. Regulated financial services, including the underlying processing, settlement, refund, or reversal of transaction funds where applicable, are provided or performed through the relevant licensed partner institutions.