Effective Date: June 2026

Softpay Innovations Pvt. Ltd. aims to provide transparent and reliable digital payment services. This Refund Policy explains the circumstances under which refunds may be processed.

1. General Policy

Softpay acts as a technology platform facilitating digital payments between merchants and customers.

Refund eligibility depends on the nature of the transaction and applicable banking or payment partner regulations.

2. Eligible Refund Cases

Refund requests may be considered in situations including:

• Duplicate payments
• Technical transaction failures
• Incorrect payment processing due to system errors
• Failed settlements where funds are successfully recovered

3. Non-Refundable Cases

Refunds will generally not be provided for:

• Successfully completed and authorized transactions
• Customer change of mind
• Merchant disputes regarding goods or services
• Transactions blocked by banks or regulatory authorities
• Incorrect payment details provided by the customer

4. Refund Process

To request a refund, users should provide:

• Transaction ID
• Registered Mobile Number
• Date and Time of Transaction
• Payment Amount
• Reason for Refund Request

Our support team will review the request and coordinate with the relevant banking or payment partners.

5. Processing Time

Approved refunds are generally processed within 5–10 business days, depending on:

• Banking partner timelines
• UPI network processing
• Payment gateway verification
• Regulatory requirements

Actual credit timelines may vary according to the customer’s bank.

6. Chargebacks

If a transaction is disputed through the issuing bank or payment provider, Softpay will cooperate fully during the investigation process.

Supporting documents may be requested from both merchants and customers.

7. Contact for Refund Assistance

For refund-related support, please contact:

Softpay Innovations Pvt. Ltd.

Phone: +91 9156222221

Email: support@softpayy.com

Office Hours: Monday – Friday | 10:00 AM – 6:00 PM