This Chargeback Policy (“Policy”) outlines the legal framework and operational procedures for addressing transaction disputes and chargeback claims arising from services facilitated via Kortya Pay, a digital payment platform operated by Kortya Softcom Private Limited (“the Company”). A chargeback refers to the reversal of a payment transaction, initiated by the account holder through their issuing bank or directly via Kortya Pay, typically in instances involving unauthorized transactions, billing errors, duplicate charges, or non-fulfilment of goods or services. This Policy is formulated in accordance with applicable provisions under the Payment and Settlement Systems Act, 2007, guidelines issued by the Reserve Bank of India (RBI), and other relevant regulatory standards governing electronic payments. Kortya Pay facilitates virtual payment instruments and interfaces directly with end-users; accordingly, chargeback claims are first subject to internal resolution protocols of the Platform, ensuring due diligence, procedural fairness, and adherence to regulatory timelines.
A chargeback may be deemed valid and subject to processing under the following legally recognized grounds:
A transaction reported by the cardholder as unauthorized, including instances where payment was made without the customer's consent, knowledge, or authentication, as defined under the relevant provisions of the Information Technology Act, 2000 and RBI guidelines on electronic payments.
Where the customer alleges that goods or services purchased were not delivered or rendered as per the agreed terms—whether due to failure, delay, or substantial deviation from the contract—constituting a breach of the implied contract under the Indian Contract Act, 1872.
Where a transaction is billed more than once or reflects an incorrect amount inconsistent with the actual transaction value authorized by the customer, as per the applicable merchant agreement or platform terms.
Where the delivered goods or services significantly differ from their description at the time of transaction, amounting to misrepresentation under Section 17 of the Indian Contract Act, 1872 or constituting an unfair trade practice under the Consumer Protection Act, 2019.
Where a transaction was processed despite being canceled by the customer or merchant prior to completion, and no corresponding reversal or refund was effected within the prescribed timeline.
The chargeback process shall be administered in the following sequential manner:
Upon initiation of a chargeback either through the User issuing bank or Kortya Pay in-app grievance process, the Platform records the dispute and formally notifies the concerned merchant.
Kortya Pay undertakes a preliminary inquiry to assess transaction authenticity, payment logs, and digital trails. Simultaneously, the merchant is required to furnish documentary evidence substantiating order fulfilment—such as delivery confirmation, service logs, or signed invoices.
In cases where the dispute originates through the customer’s bank or card issuer, all evidence and merchant responses are collated and submitted for independent adjudication.
The issuing bank or payment institution (in applicable cases) shall deliver a binding decision. Kortya Pay shall comply accordingly, debiting or crediting the transaction amount from the merchant or customer’s account, as per the ruling.
The complete chargeback cycle may range from 15 to 30 business days, subject to the complexity of the dispute and responsiveness of the parties involved.
Users are strongly advised to initiate contact with Kortya Pay’s support team prior to escalating matters through banks or third parties. Most transactional disputes are resolvable internally through merchant cooperation and platform facilitation.
Repeated or baseless chargeback claims, particularly those made with intent to defraud or circumvent payment obligations, may lead to account restrictions, suspension of services, or legal recourse.
Disputes or chargeback requests may be submitted through any of the following methods:
Log in to the Kortya Pay website & mobile application, navigate to Help & Support > Report an Issue, and follow the prescribed steps.
Send a detailed description of the issue along with the Transaction ID to: support@kortyapay.com
For urgent escalation, contact us directly at +91 9785882197 during working hours.
Kortya Softcom Private Limited reserves the right to revise this Policy at its sole discretion. Any updates shall be effective upon publication on the official platform or as otherwise communicated.