Refund & Cancellation Policy
How application fees, plans and customer payments are handled.
Effective date: October 2026 · Contact: [SUPPORT EMAIL]
1. ₹5,000 application fee
The one-time application/onboarding payment covers processing and review of your gateway application. It is refundable in full if we decline your application or if the application cannot be processed for reasons on our side. If you withdraw your application before review begins, contact us within 7 days for a case-by-case refund. Once an application is approved and onboarding is completed, the fee is non-refundable.
2. Subscription plans
Plan subscriptions can be cancelled at any time and remain active until the end of the paid period. Except where consumer law requires otherwise, paid plan periods are non-refundable once activated, because limits and credentials are provisioned immediately.
3. End-customer payments collected through merchants
Pay Premium provides the collection and verification rails; the commercial terms (goods, services, delivery, returns) are between you and your merchant. If you paid a merchant through a Pay Premium checkout page and need a refund, contact the merchant first. We can supply transaction references (order ID, UTR, timestamp) to help both sides reconcile, and will cooperate with lawful dispute processes.
4. Duplicate or failed charges
If you were charged twice for the same order, or money left your account while our checkout shows the order as failed, write to [SUPPORT EMAIL] with the order reference and UTR. Verified duplicates are reversed to the source account through standard banking timelines (typically 5–7 working days, decided by the banks involved).
5. How to request
Include your registered mobile number, order/request reference, amount, date and UTR (if available). We acknowledge requests within 2 working days and resolve most cases within 7 working days.