This Refund Policy (“Policy”) is issued by Kortya Softcom Private Limited, a company incorporated under the Companies Act, 2013, and having its registered office at Kota Rajasthan, hereinafter referred to as “the Company.” The Company operates the digital payment facilitation platform Kortya Pay (“the Platform”), which functions solely as a technology-enabled intermediary for facilitating payments between users and merchants. This Policy outlines the terms and conditions under which refund-related grievances may be addressed. For the avoidance of doubt, the Company does not assume any responsibility or liability for the quality, pricing, delivery, or merchantability of the goods and services transacted through the Platform. All commercial transactions are strictly between the user (payer) and the merchant (recipient). However, in the interest of promoting consumer trust and transactional integrity, the Company may, at its discretion and subject to the provisions herein, extend facilitative support for the processing of refunds in cases of unauthorized transactions, technical failures, or verified merchant errors. This Policy is subject to periodic review and may be amended in accordance with applicable laws and business requirements.
Refund requests may be entertained by Kortya Pay, subject to submission of a valid claim and sufficient supporting documentation, under the following circumstances:
Where a transaction is executed without the knowledge, consent, or authorization of the user, and such an occurrence is promptly reported to the Platform, Kortya Pay shall, upon due verification and confirmation of the claim, initiate coordination with the concerned merchant for facilitating a refund. The user must notify the Platform within 24 (twenty-four) hours of such transaction to be eligible for consideration.
In instances where the user’s account has been debited but the underlying goods or services are not delivered or rendered due to technical errors, network disruptions, merchant service failure, or other identifiable system lapses, the transaction may qualify for a refund, subject to internal and merchant-level verification.
Where the user is erroneously charged, billed in excess, or delivered an inferior or incorrect product/service, Kortya Pay may intervene to resolve the discrepancy and facilitate a refund process, provided the merchant acknowledges the error and consents to such refund after necessary validation.
Note: All claims under this section must be raised within 24 (twenty-four) hours from the date and time of transaction. Claims made beyond this window shall be considered at the sole discretion of the merchant, provided sufficient justification is offered.
All refund requests must be submitted by the user within twenty-four (24) hours from the time of the transaction. Requests received after this period may be considered only at the sole discretion of the concerned merchant, subject to the provision of sufficient justification.
3.2. Notwithstanding the above, no refund request shall be entertained beyond three (3) days from the date of the transaction, unless expressly permitted by the merchant under exceptional and verifiable circumstances.
To initiate a refund, the user shall submit a formal request to Kortya Pay, providing the following mandatory details:
3.3.1. Transaction ID;
3.3.2. Date and time of the transaction;
3.3.3. Mode of payment;
3.3.4. Description of the issue or error;
3.3.5. Supporting documents or evidence (if applicable), such as bank statements, screenshots, merchant communication, or service failure reports.
3.3.6. Requests must be submitted through the official refund request mechanism provided on the Platform or via authorized support channels.
Upon receipt of a valid refund request, Kortya Pay shall conduct a preliminary assessment of the claim and liaise with the relevant merchant to ascertain the facts.
3.5. Where the merchant acknowledges the error or failure, or where the claim is found to be justified upon verification, Kortya Pay shall facilitate the refund. Refunds, once approved, shall be remitted to the user through the original mode of payment. Please note, depending on the policies and processing timelines of the user’s bank or payment service provider, the refund amount may take up to seven (7) working days to reflect in the user’s account
3.6. Kortya Pay may request additional documentation from the user or merchant during the assessment, and any delay in submission of such documents may extend the processing timeline.
Refunds shall not be applicable under the following circumstances, and any request falling within these exclusions shall be summarily rejected:
Where the merchant provides credible and verifiable evidence—such as delivery receipts, access logs, system audit trails, or completion certificates—demonstrating that the goods or services were duly delivered or rendered to the user.
Charges incurred towards payment gateway fees, service levies, or transaction processing costs shall be deemed non-refundable, except where such failure or error is directly attributable to a system malfunction or technical fault on the part of Kortya Pay.
Refund requests initiated beyond a period of fifteen (15) calendar days from the date of the transaction shall be considered irrevocably waived by the user and shall not be entertained under any circumstances, save and except where the concerned merchant, at its sole discretion, permits such claim on exceptional and justifiable grounds.
No refund shall be entertained in cases where the user has provided incorrect details, failed to follow proper transaction procedures, or misrepresented facts while raising the refund claim.
Refunds shall not be processed for failures or interruptions arising due to force majeure events including but not limited to natural disasters, internet outages, system-wide cyber-attacks, or regulatory interferences beyond the control of the Platform.
5.1. Kortya Pay shall not bear any liability arising from
5.1.1. Commercial disputes between the merchant and the user;
5.1.2. Denial of refund by the merchant despite Platform recommendation;
5.1.3. Any misrepresentation or delay in claim submission by the user;
5.1.4. Failure to provide necessary supporting documentation in a timely manner.
Kortya Softcom Private Limited retains the sole right to revise, update, or rescind this Policy in whole or in part at its discretion, subject to applicable laws. The latest version shall be made available on the official platform.