Refunds, Done
Right & On Time

At FINNEXUS TECHNOLOGIES Private Limited, we are committed to providing a smooth, transparent, and reliable payment experience. However, due to the involvement of multiple financial institutions in digital transactions, refunds may occasionally take time.

This policy outlines how refund requests are processed and managed across our payment platform, and what customers and merchants can expect at each stage of the process.

Situation

A customer completes a payment for goods or services. Later, due to reasons such as non-delivery, cancellation, or dissatisfaction, the customer requests a refund from the merchant.

Process Flow

Processing Time (5–10 Working Days)

Refunds require coordination between multiple entities, including the payment gateway and banking partners. Each party follows its own verification and processing timelines, which may include manual checks.

Possible Delays

Refunds may take longer in situations such as:

• Network or system disruptions
• Delays in inter-bank communication
• High transaction volumes or peak processing periods

Situation

A transaction appears to fail on the website, but the customer's bank account is debited.

Why This Happens

Online payments involve multiple steps:

• The customer initiates payment
• Authentication is completed (OTP / PIN)
• The issuing bank debits the amount
• Confirmation is sent through the payment network

If communication is interrupted after the debit but before confirmation, the transaction may show as failed even though the amount was deducted.

Refund Resolution

In such cases, if the transaction is confirmed as failed, the amount is automatically reversed to the customer's account within the standard banking timeline.

FINNEXUS TECHNOLOGIES takes an active role in ensuring refunds are processed as efficiently and transparently as possible. Our approach includes:

• Continuous monitoring of failed and pending transactions with banking partners
• Timely notifications to merchants if transaction status changes
• Enabling merchants to either complete the service or initiate a refund
• Manual intervention in escalated or unresolved cases

Digital payment systems rely on multiple identifiers such as Order ID, Payment ID, Transaction ID, and Refund ID. Since there is no unified tracking system across all banks and platforms, occasional delays or tracking limitations may occur.

FINNEXUS TECHNOLOGIES does not control merchant fulfillment or service delivery. Customers are advised to contact the respective merchant directly for product or service-related concerns.

The following table outlines the standard refund processing windows by payment method:

Timelines are subject to the processing schedules of the acquiring and issuing banks involved in the transaction.

• Refunds are processed only to the original payment method used at the time of the transaction.
• All funds remain secure; delays are procedural and not indicative of any loss.
• In rare cases where automatic reversal fails, refunds may be manually reprocessed, and such cases are actively monitored by our team.