This Refund & Cancellation Policy explains how refunds, chargebacks and cancellations are handled for transactions processed through the MiniPay platform ("Services"). Because MiniPay facilitates payments between customers and merchants, refunds for the goods or services purchased are governed primarily by the policy of the merchant to whom the payment was made.
1. Transactions Between Customers and Merchants
- MiniPay acts as a technology facilitator for accepting payments. The contract for goods or services is between the customer and the merchant.
- Requests for a refund or cancellation of a purchase must first be raised with the merchant, under the merchant's own refund policy.
- Where a merchant approves a refund, it is processed back to the original payment method used for the transaction.
2. Refund Timelines
Once a refund is approved and initiated, it is typically credited to the customer's account within 5–7 working days. Actual timelines depend on the customer's bank, the UPI network, and the card/UPI issuer, and may vary. MiniPay is not responsible for delays caused by banks or payment networks outside its control.
3. Failed or Duplicate Transactions
- If an amount is debited but the transaction fails, the amount is normally auto-reversed by the bank/UPI network, usually within 5–7 working days.
- For duplicate charges or debits without a successful order, raise a request through our Grievance Redressal channel with the transaction reference/UTR.
4. Wallet Top-Ups
Amounts added to a merchant's platform wallet are used to cover platform transaction fees. Wallet top-ups are generally non-refundable once credited, except in the case of a proven duplicate charge or a failed top-up where the amount was debited but not credited to the wallet.
5. Cancellations
A transaction that has been successfully completed cannot be cancelled unilaterally; it can only be reversed through a refund approved by the merchant. Orders that are still pending/unpaid expire automatically and require no cancellation.
6. How to Raise a Refund or Dispute
To raise a refund, reversal or dispute request, contact the merchant first. If unresolved, contact MiniPay through our Grievance Redressal channel with your order ID, transaction reference/UTR, date, amount and a description of the issue.
7. Changes to This Policy
We may update this policy from time to time. Continued use of the Services after changes constitutes acceptance of the updated policy.