1. INTRODUCTION
This Refund and Cancellation Policy (“Policy”) forms an integral part of the Terms of Use, Merchant Agreement, and/or any other agreement entered into between Innoplix IT Private Limited, operating under the brand name “Erupaiya” (“Company”), and its merchants, partners, agents, distributors, and business users (“User” or “You”)
This Policy governs all transactions, settlements, service usage, and related financial interactions undertaken through the Erupaiya platform, including web portals, APIs, applications, devices, and associated infrastructure (“Platform”).

By registering, accessing, or using the Platform, You:

1. acknowledge that You have read and understood this Policy;
2. agree to be legally bound by its terms; and
3. waive any claim inconsistent with the provisions herein, to the extent permitted under applicable law.

2. LEGAL AND REGULATORY FRAMEWORK
This Policy is framed in compliance with and shall be interpreted in accordance with applicable Indian laws and regulatory guidelines, including but not limited to:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Information Technology Act, 2000 and rules thereunder
• The Indian Contract Act, 1872
• The Payment and Settlement Systems Act, 2007
• Guidelines, circulars, directions, and notifications issued by the Reserve Bank of India (RBI)
• NPCI procedural guidelines for AEPS, IMPS, and BBPS ecosystems
• Any other applicable laws, regulations, or statutory modifications

Nothing contained herein shall limit statutory rights of Users where mandatorily applicable under law.

3. NATURE AND SCOPE OF SERVICES
3.1 The Company acts strictly as a technology service provider and intermediary, enabling access to financial services provided by regulated banks, payment system operators, and authorized entities

3.2 The Company:

• does not act as a bank or financial institution;
• does not guarantee uptime, success, or completion of transactions;
• does not assume custody of funds except as permitted under applicable nodal/escrow arrangements.

3.3 All transactions are instruction-based, real-time, and system-driven, and are processed based on data input provided by the User.

3.4 Due to the irreversible and instantaneous nature of digital payment systems, transactions once authenticated and processed are generally final and binding.

4. FUNDAMENTAL REFUND PRINCIPLES
4.1 Refunds shall be strictly exception-based and shall only be processed where:

1. A transaction has failed but the User’s account has been debited;
2. Duplicate debit has occurred due to a technical/system error attributable to the Company;
3. There is a demonstrable unauthorized transaction, subject to investigation and regulatory guidelines;
4. There is a proven deficiency in service solely attributable to the Company and not to third-party systems or User actions.

4.2 Refunds shall not be applicable in the following circumstances:

1. Incorrect details entered by the User (including but not limited to account number, IFSC, Aadhaar number, mobile number);
2. Transactions declined, rejected, or reversed by banks, NPCI, billers, or other intermediaries;
3. Disputes between User and end-customer/beneficiary;
4. Commercial dissatisfaction, change of mind, or business losses;
5. Compliance-related holds, AML flags, or regulatory restrictions.

4.3 The burden of proof for refund eligibility shall lie on the User. The Company’s determination shall be final, subject to applicable law.

4.4 Any approved refund shall be subject to deduction of:

• platform/service fees;
• processing and switching charges;
• payment gateway fees;
• applicable taxes including GST;
• third-party charges or penalties.

5. SERVICE-SPECIFIC TERMS
5.1 Domestic Money Transfer (DMT)

1. Transactions processed through IMPS/NEFT/other rails are irrevocable upon successful credit.
2. Failed transactions shall be reversed as per RBI-prescribed timelines (typically T+1 to T+5 working days).
3. The Company shall not be liable for delays attributable to beneficiary banks or payment networks.

5.2 Aadhaar Enabled Payment System (AEPS)

1. Transactions authenticated using Aadhaar and biometric verification shall be deemed authorized and final.
2. Cash withdrawal transactions are non-reversible once dispensed.
3. Failed or timed-out transactions shall be resolved in accordance with NPCI dispute resolution timelines.

5.3 MPOS / MATM

1. Hardware devices sold or leased are non-refundable, except:
   • manufacturing defects reported within warranty period;
   • subject to inspection and vendor confirmation.
2. Device misuse, tampering, or unauthorized modification voids any refund or replacement eligibility.
3. Transaction-related charges are non-refundable post successful authorization.

5.4 BBPS (Bill Payments)

1. All bill payments are final and irrevocable upon successful processing.
2. Refunds, reversals, or adjustments shall be governed by:
   • the respective biller’s policies; and
   • BBPS operating guidelines
3. The Company acts only as a facilitator and shall not be liable for biller-side disputes.

6. CANCELLATION POLICY
6.1 Transactions initiated on the Platform cannot be cancelled once submitted for processing due to real-time settlement architecture.

6.2 Any pre-processing cancellation request may be entertained solely at the Company’s discretion without any obligation.

6.3 The Company reserves the unilateral right to cancel, suspend, or block transactions where:

• fraud or suspicious activity is suspected;
• KYC/AML compliance concerns arise;
• regulatory or law enforcement directions are received;
• system integrity or security is at risk.

7. REFUND REQUEST PROCESS
7.1 All refund requests must be raised through official support channels, including:

• registered email ID;
• merchant dashboard; or
• designated grievance mechanism.

7.2 The User must provide:

1. transaction ID/reference number;
2. supporting evidence;
3. any additional documentation requested.

7.3 Failure to provide adequate documentation may result in rejection of the request

8. REFUND TIMELINES
8.1 The Company shall acknowledge complaints within 48 hours of receipt.

8.2 Resolution timelines:

• Internal review: within reasonable time
• Final resolution: subject to dependency on banks/NPCI/billers

8.3 Approved refunds shall be processed within 5–7 working days, excluding:

• interbank settlement delays;
• regulatory or network-level delays.

8.4 Refunds shall be credited to the original source or such account as determined by the Company in compliance with applicable law.

9. THIRD-PARTY SYSTEM DEPENDENCY
9.1 The Platform operates on infrastructure provided by third parties including banks, NPCI, telecom networks, and payment gateways.

9.2 The Company shall not be liable for

• transaction failures due to third-party outages;
• delays in settlement or reversals;
• incorrect processing at the bank/biller level.

9.3 Refunds contingent upon third-party confirmation shall be processed only upon receipt of such confirmation.

10 CHARGEBACKS, REVERSALS, AND RECOVERY
10.1 Users shall not initiate chargebacks or reversals directly through banks without first notifying the Company.

10.2 Unauthorized or fraudulent chargebacks may result in:

• immediate suspension or termination of account;
• recovery of amounts along with penalties and legal costs;
• reporting to regulatory authorities.<

10.3 The Company reserves the right to set-off any refund amount against dues payable by the User.

11. LIMITATION OF LIABILITY
11.1 The aggregate liability of the Company shall not exceed the amount of fees actually received by the Company for the specific transaction giving rise to the claim.

11.2 The Company shall not be liable for:

• indirect, incidental, punitive, or consequential damages;
• loss of profits, business, goodwill, or data;
• actions or omissions of third parties.

12. FRAUD, MISUSE, AND INDEMNITY LINKAGE
12.1 Any refund claim involving fraud, collusion, or misuse shall be rejected.

12.2 The User agrees to indemnify and hold harmless the Company against any losses arising from:

• fraudulent transactions initiated by the User;
• misuse of Platform services;
• violation of applicable laws or agreements.

12.3 The Company may recover such losses by:

• adjusting wallet/settlement balances;
• initiating legal proceedings.

13. COMPLIANCE AND REGULATORY OVERRIDE
13.1 This Policy shall be read subject to RBI and NPCI guidelines, which shall prevail in case of conflict.

13.2 Any clause found unenforceable shall be severed without affecting the validity of remaining provisions.

14. FORCE MAJEURE
The Company shall not be liable for failure or delay caused by events beyond its reasonable control, including but not limited to:

• natural disasters;
• cyberattacks;
• system outages;
• governmental actions;
• regulatory changes.

15. MODIFICATION AND AMENDMENT
The Company reserves the right to modify this Policy at any time. Updated versions shall be published on the Platform and shall become effective immediately unless otherwise specified. Continued use constitutes acceptance.

16. GOVERNING LAW AND JURISDICTION
This Policy shall be governed by the laws of India.
All disputes shall be subject to the exclusive jurisdiction of courts at Pune, Maharashtra, India to the exclusion of all other courts.

17. GRIEVANCE REDRESSAL MECHANISMbr In accordance with applicable laws, Users may contact the designated Grievance Officer:

• Email: [email protected]
• Address: 2nd, office no2, Mahesh Plaza, Mumbai Bangalore highway, Lodha hospital, Above KTM Showroom, Warje Malwadi, Pune, Maharashtra, 411058.

The Company shall endeavor to resolve grievances within timelines prescribed under applicable law and RBI guidelines.

18. ACCEPTANCE
By accessing or using the Platform, the User irrevocably agrees to be bound by this Policy and acknowledges that all transactions are undertaken at their own risk, subject to the limitations and conditions set forth herein.