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Refund & Cancellation Policy

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Refund & Cancellation Policy

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Effective Date: January 2025
Last Updated: January 2025

At Chillar Payment Solution Pvt. Ltd. (“Company”, “we”, “our”, “us”), we value your trust and strive to ensure transparency in all payment-related matters. This Refund & Cancellation Policy outlines how we handle transaction reversals, cancellations, and refunds for payments made through our website or integrated payment gateways.

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1. Scope

This policy applies to all payments processed through Chillar Payment Solution Pvt. Ltd., whether made via debit/credit cards, UPI, wallets, net banking, or other authorised payment modes through our partnered gateways.

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2. Cancellation Policy

a. User-Initiated Cancellations

  • Once a payment or service request is successfully processed, it cannot be cancelled from the user’s end.

  • If the transaction was initiated in error or duplicate, you must contact our support team within 24 hours of the transaction to review and assist.

b. Company-Initiated Cancellations

  • In rare cases where the Company is unable to process your request due to technical, operational, or compliance reasons, we reserve the right to cancel the transaction.

  • You will be notified via email, SMS, or WhatsApp if such cancellation occurs.

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3. Refund Policy

a. Eligibility for Refunds

Refunds are applicable only under the following circumstances:

  1. The amount has been debited from your account but not reflected in our system due to a payment gateway or network error.

  2. The transaction has failed or timed out, but the bank statement shows a debit.

  3. Duplicate or excess payments are identified and validated by our support team.

Refunds are not applicable for successful transactions or for services already rendered.

b. Refund Procedure

  • All refund requests must be raised by emailing support@chillarpayments.com with the following details:

    • Transaction ID or reference number

    • Date and amount of payment

    • Proof of payment (screenshot or bank statement)

  • Our finance team will validate the claim with the respective payment gateway or bank.

  • Once confirmed, refunds will be initiated within 7–10 working days.

  • The credited amount will appear in your original payment source (bank account, card, or wallet), depending on the gateway and banking timelines.

c. Partial Refunds

In certain cases where only part of a transaction needs to be reversed (e.g., system error or partial service failure), the eligible portion will be refunded following the same process.

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4. Processing Timelines

  • Gateway confirmation: Within 2–3 business days

  • Refund initiation: Within 7 business days after verification

  • Credit to account: 7–14 working days (subject to bank/payment provider policies)

If you haven’t received a refund after this period, please contact your bank before reaching out to us again.

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5. Non-Refundable Situations

Refunds will not be provided in the following cases:

  • User provided incorrect details or payment credentials.

  • Payment made for non-refundable services or subscriptions.

  • Transaction successfully completed and reflected in our system.

  • Delay caused by internet connectivity or user device issues.

  • Fraudulent activity detected or suspected on the user’s account.

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6. Payment Disputes

If you notice any unauthorised charge or dispute a transaction:

  • Immediately notify our team at support@chillarpayments.com.

  • Provide the necessary documentation for verification.

  • Disputes raised after 7 days from the transaction date may not be eligible for investigation.

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7. Mode of Refund

  • Refunds are always credited back to the original source of payment.

  • We do not issue refunds in cash or to alternate accounts for security reasons.

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8. Contact Information

For any questions or refund-related concerns, please reach out to:

Chillar Payment Solution Pvt. Ltd.
📧 Email: care@chillarpayments.com
 

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9. Policy Updates

We reserve the right to amend this Refund & Cancellation Policy at any time to reflect operational or regulatory changes.
All updates will be posted on our website, accompanied by the latest “Last Updated” date.

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10. Acceptance

By initiating a transaction on our website, you acknowledge that you have read, understood, and agreed to the terms of this Refund & Cancellation Policy.

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