Refund Policy

Finvora Technology Private Limited aims to provide a clear and transparent process for handling eligible refund, reversal and cancellation requests relating to applicable services.

Refund eligibility depends on the type of service, transaction status, applicable service provider, bank, payment network, biller, merchant, travel provider or other third-party terms.

This Refund Policy may apply to supported services including:

• BBPS and bill payment services.
• Credit card bill payment services.
• Micro ATM-related transactions where applicable.
• Digital payment services.
• POS and merchant-related payment services.
• Travel booking services.
• Flight, bus and hotel bookings.
• Holiday packages.
• Other supported services introduced by Finvora from time to time.

A refund or reversal may be considered where an applicable transaction qualifies under the relevant service rules.

Refund eligibility may depend on factors including:

• Whether the transaction failed or was successfully completed.
• Whether the amount was debited from the customer.
• Whether the service was already delivered or consumed.
• Whether cancellation is permitted by the applicable provider.
• Whether a duplicate transaction occurred.
• Whether the provider has approved a refund or reversal.
• Applicable banking, payment network, biller or travel-provider rules.

Transactions that have been successfully processed and where the applicable service has already been delivered may generally not be eligible for cancellation or refund unless specifically permitted by the applicable service provider.

Users should carefully verify all details before submitting a payment, bill payment or booking request.

A failed transaction occurs when the requested transaction is not successfully completed.

If a transaction fails and no amount is debited, no refund is generally required.

If an amount is debited despite a failed transaction, the transaction may be reviewed and any applicable reversal or refund will depend on the bank, payment network, provider or service process involved.

A transaction may temporarily appear as pending due to processing delays, banking network response time, reconciliation, provider downtime or other technical factors.

Users should avoid immediately repeating a transaction while the original request remains pending unless its final status has been confirmed.

Pending transactions may later be completed, declined, failed or reversed depending on the applicable system response.

If a user unintentionally makes the same payment more than once, the transaction may be treated as a duplicate payment depending on the service and provider.

Users should report suspected duplicate debits with the relevant transaction references and payment details.

Refund availability for duplicate successful transactions may depend on the applicable biller, provider, merchant or payment network rules.

Bill payment transactions may depend on the applicable biller, BBPS-related infrastructure, banking partner or service provider.

Where a bill payment fails after an amount has been debited, an applicable reversal may be processed according to the relevant transaction status and provider procedure.

A successfully processed bill payment may not ordinarily be cancellable merely because incorrect customer or bill details were entered by the user.

Users are responsible for entering the correct consumer number, account identifier, biller details and payment amount before confirming a bill payment.

If payment is successfully credited based on incorrect information entered by the user, a refund may not be available through Finvora unless the relevant provider permits such action.

Credit card payment transactions may depend on the issuing bank, payment provider and applicable processing infrastructure.

Where a transaction fails after debit, any applicable reversal will generally depend on the transaction status communicated by the relevant banking or payment system.

Users should ensure that the correct credit card or account information and payment amount are entered before confirming a transaction.

Micro ATM-related transactions may operate through banking, authentication and Business Correspondent infrastructure.

In cases where a transaction is unsuccessful but the customer account reflects a debit, the matter may require review by the relevant bank or service provider.

Finvora may assist with available transaction information where applicable, but the final reversal or dispute outcome may depend on the relevant banking ecosystem.

POS transactions may involve the cardholder's bank, acquiring bank, merchant, payment network and applicable payment provider.

Failed, reversed, duplicate or disputed POS transactions may be processed under the applicable payment network and acquiring arrangements.

Chargebacks and merchant disputes may be subject to separate provider and network procedures.

Travel bookings may involve airlines, bus operators, hotels, travel suppliers, aggregators and other independent service providers.

Cancellation eligibility, refund amount and cancellation charges may depend entirely on the applicable booking rules and fare conditions.

Some travel bookings may be refundable, partially refundable or non-refundable.

Flight cancellation and refund conditions are generally determined by the airline, fare class, route, booking type and applicable supplier terms.

Applicable airline cancellation fees, supplier charges and other deductions may be applied before a refund is processed.

Promotional, discounted or special fares may carry additional restrictions or may be non-refundable.

If an airline cancels or materially changes a flight, applicable refund or rebooking options will depend on the airline's policy and the booking conditions.

Any applicable refund may be processed after confirmation or settlement is received from the relevant provider.

Bus ticket cancellation and refund rules may differ between operators and routes.

The cancellation deadline, deduction percentage and refund eligibility will depend on the applicable bus operator's terms.

After the permitted cancellation window expires, a booking may become non-refundable.

Hotel bookings may carry different cancellation conditions depending on the property, room type, rate plan, check-in date and supplier.

Some hotel bookings permit free cancellation within a specified period, while others may be partially refundable or completely non-refundable.

The cancellation terms displayed or communicated for the specific booking should be reviewed before confirmation.

A customer who does not use a confirmed flight, bus, hotel or other travel booking may be treated as a no-show by the applicable provider.

No-show bookings may carry higher cancellation charges or may not be eligible for refund, depending on provider rules.

Holiday packages may include multiple components such as flights, hotels, local transport, activities or other travel services.

Cancellation charges may therefore depend on multiple independent suppliers and the stage at which the package is cancelled.

Any applicable package-specific cancellation and refund conditions should be communicated or reviewed before booking.

Certain services, bookings, promotional offers or transactions may be marked as non-refundable.

Where a user knowingly confirms a non-refundable service, cancellation may not result in any refund except where required by applicable law or approved by the service provider.

Where applicable, convenience fees, service fees, processing charges or other platform-related charges may be separate from the underlying transaction value.

Whether such charges are refundable depends on the applicable service, transaction circumstances and commercial arrangement.

Refund treatment of taxes, statutory levies or other charges may depend on applicable law and the relevant provider's refund process.

Refund processing time can vary depending on the service, payment method, bank, payment provider or supplier.

Finvora should not promise a fixed refund period unless that period is supported by the applicable provider or contractual arrangement.

After a refund is initiated, additional time may be required for the customer's bank or payment provider to reflect the amount.

Where technically and operationally applicable, refunds are generally expected to be returned through an authorised method associated with the original transaction.

The actual refund method may depend on the service provider, payment channel and applicable system process.

To investigate a refund-related enquiry, users may be requested to provide relevant information such as:

• Customer or account holder name.
• Registered mobile number or email address.
• Transaction ID or reference number.
• Booking ID where applicable.
• Transaction date and amount.
• Applicable service name.
• Screenshot, receipt or payment confirmation where reasonably required.
• Any other information necessary to identify the transaction.

Finvora may review available transaction records and coordinate with the relevant provider where necessary to understand the transaction status.

Investigation time may depend on the nature of the issue and the response time of independent third parties involved in the service.

Submission of a refund request does not automatically mean that a refund will be approved.

The request may need to be evaluated against transaction records, provider rules, booking conditions and applicable legal requirements.

A refund request may be rejected where, for example:

• The transaction was successfully completed and the service was delivered.
• Incorrect information was provided by the user and the transaction was successfully processed.
• The applicable service or booking was non-refundable.
• The cancellation deadline had already expired.
• The request does not meet provider refund requirements.
• The claim is fraudulent, misleading or unsupported by transaction records.

Many services depend on independent banks, billers, payment systems, airlines, hotels, bus operators or other providers.

Where a refund depends on such a third party, Finvora may need to wait for confirmation or processing from that provider before the matter can be completed.

Even after a reversal or refund has been initiated, the amount may not immediately appear in the customer's bank account or payment instrument.

The final posting time may depend on the customer's bank, payment method and banking infrastructure.

Card or payment disputes may sometimes be handled through the applicable banking or payment-network dispute mechanism.

Users should not knowingly submit false, duplicate or misleading chargeback claims.

Finvora may refuse or investigate refund requests that appear fraudulent, abusive, manipulated or inconsistent with available transaction records.

Appropriate action may be taken where misuse of services is suspected.

Users are responsible for checking all payment, consumer, traveller, booking and service information before submitting a transaction.

Users should keep transaction receipts, booking confirmations and relevant reference numbers until the service has been completed or any issue has been resolved.

Where appropriate, refund-related updates may be communicated through the contact details provided by the user or through an applicable service platform.

Where a service allows the user to cancel before final payment or booking confirmation, the user should cancel the request before completing the transaction rather than seeking a refund afterwards.

Finvora Technology Private Limited may revise this Refund Policy from time to time based on changes in services, provider arrangements, payment processes, travel policies or applicable requirements.

Updated versions may be published on this page with a revised update date.

Users should also review Finvora's Terms & Conditions and Privacy Policy, which apply alongside this Refund Policy where relevant.

If you believe an eligible transaction requires review, contact Finvora Technology Private Limited through the official contact page and provide the relevant transaction or booking information.