1. Overview
This policy explains how refunds, cancellations and failed-transaction reversals are handled across OUTPAY INDIA's customer transactions, merchant onboarding and distributor onboarding. OUTPAY INDIA is not a bank; transaction processing and reversal timelines are ultimately governed by the partner banks, payment networks and regulatory systems (such as UPI/NPCI) that settle the underlying transaction, and OUTPAY INDIA facilitates this process but does not control it end-to-end.
2. Failed Transactions & Reversals
If a customer transaction at an OUTPAY merchant point fails after the customer's account has been debited, the amount is expected to be automatically reversed by the relevant bank or payment network, typically within the standard timelines set by that network (commonly within a few business days). If a reversal does not occur within the expected timeframe, customers should contact OUTPAY support with their transaction reference and digital receipt so we can help escalate the matter with the relevant partner.
3. Merchant Onboarding Fees
Where a merchant onboarding fee is charged, it covers KYC verification, training and activation on the OUTPAY platform. Once onboarding has been completed and merchant credentials issued, this fee is generally non-refundable. If OUTPAY INDIA is unable to complete onboarding or activate a merchant after the fee has been collected, the fee will be refunded in full.
4. Distributor Onboarding Fees
Distributor onboarding and territory-activation fees, where applicable, are set out in the Distributor Agreement signed at the time of onboarding. Refund terms for these fees are governed by that agreement. As set out in our Compliance Disclaimer, any commission or income illustration shared during onboarding is an indicative projection only and does not itself form part of any refund entitlement.
5. Cancellation by OUTPAY INDIA
We may suspend or cancel a merchant's or distributor's participation in the network for breach of the applicable agreement, failed compliance checks, or on instruction from a partner institution or regulator. Where reasonably possible, we will provide notice before doing so.
6. Cancellation by You
Merchants and distributors may terminate their participation in the network by providing written notice, subject to the notice period and settlement terms in their respective agreement. Any pending commission or settlement due at the time of exit will be processed as per that agreement.
7. Non-Refundable Items
- Transaction charges for services that were successfully completed as requested.
- Onboarding fees once activation has been completed, except where noted above.
- Any amount forfeited due to a confirmed breach of the Merchant or Distributor Agreement.
8. How to Request a Refund
To request a refund or report an unreversed failed transaction, contact us with your name, transaction date, transaction reference or digital receipt, and a description of the issue, using the details below. We aim to acknowledge refund-related requests within 2 business days.