This policy explains refunds for two distinct things: (a) the subscription you pay UPI Gateway.dev for using the Service, and (b) refunds you, as a merchant, may need to issue to your end customers for payments collected via UPI.
1. Subscription refunds
- Subscription fees are billed up-front for the chosen plan duration (e.g. monthly, quarterly, yearly).
- You may cancel your subscription from the dashboard at any time. Cancellation stops the next renewal; the current paid period continues to be available.
- If the Service is materially unavailable for more than 48 consecutive hours due to a fault on our side (excluding planned maintenance), you can request a pro-rata credit for the affected days. Email us within 30 days of the incident.
- Refunds, where granted, are processed back to the original payment method within 5–7 working days.
2. No refund for misuse
We do not refund subscription fees if your account is suspended or terminated for violation of our Terms of Service (fraud, prohibited business, chargeback abuse, violation of NPCI scheme rules, etc.).
3. Customer refunds (merchant-initiated)
Because UPI Gateway.dev settles funds directly to your bank account, refunds to end customers are issued by you, the merchant, from your own bank account. We do not hold or release customer funds.
- You should publish your own refund policy to your customers and honour it.
- For UPI, refunds are typically initiated as a fresh UPI payment from your VPA back to the customer's VPA.
- UTR for the refund should be retained for at least 8 years per RBI/NPCI guidelines.
4. Disputed transactions
If a customer claims they paid but the order shows pending, raise a query via the dashboard. We will help you reconcile against UTR and webhook logs. Final settlement is determined by bank records.
5. How to request
Submit refund or cancellation requests via the contact page with your merchant ID, order ID (if applicable), and a brief reason. We respond within 2 working days.