Refund & Cancellation Policy

1. Introduction

This Refund and Cancellation Policy ("Policy") outlines the terms and procedures for refunds and cancellations related to Fino Pay Hub payment solutions and services provided by Aurape Solutions Private Limited.

2. Service Fees Refund Policy

2.1 Setup and Integration Fees

• No Refund: Setup and integration fees are non-refundable once services are activated
• Cancellation Before Activation: Full refund if cancelled within 24 hours of payment and before service activation
• Technical Issues: Refund may be considered if setup fails due to technical issues on our end

2.2 Subscription Fees

• Monthly Plans: No refund for partial months, cancellation effective from next billing cycle
• Annual Plans: Pro-rated refund for unused months if cancelled within 30 days of payment
• Downgrades: No refund for plan downgrades, changes effective from next billing cycle

2.3 Transaction Processing Fees

• Successful Transactions: Processing fees are non-refundable
• Failed Transactions: No processing fee charged for genuinely failed transactions
• System Errors: Fees refunded if charged due to system errors on our platform

3. Transaction Refunds

3.1 Customer-Initiated Refunds

For refunds of payments made through Fino Pay Hub platform:

• Refund requests must be initiated by the merchant, not Fino Pay Hub
• Fino Pay Hub facilitates the refund process but doesn't decide refund eligibility
• Merchant's refund policy governs customer refund rights
• Processing time: 3-7 business days after merchant approval

3.2 Merchant Refund Process

• Log into Fino Pay Hub dashboard
• Navigate to transaction history
• Select transaction to refund
• Initiate refund with reason
• Refund processed to original payment method

3.3 Technical Failure Refunds

• Automatic refund for duplicate charges due to technical errors
• Refund processed within 24-48 hours of identification
• No merchant intervention required for technical error refunds

4. Cancellation Policy

4.1 Service Cancellation

• Notice Period: 30 days written notice required
• Immediate Effect: Service termination for policy violations
• Data Export: 90 days to export transaction data after cancellation
• Settlement: Final settlement processed within 7 business days

4.2 Account Closure Process

1. Submit cancellation request via email or dashboard
2. Complete pending transactions and settlements
3. Resolve any outstanding disputes or chargebacks
4. Clear all dues and liabilities
5. Confirm account closure via email

4.3 Partial Cancellation

• Specific service modules can be cancelled separately
• Billing adjusted from next cycle
• No refund for current billing period

5. Chargeback and Dispute Handling

5.1 Chargeback Process

• Immediate notification to merchant upon chargeback receipt
• Merchant has 7 days to provide dispute documentation
• Fino Pay Hub submits merchant's response to issuing bank
• Chargeback fees as per current rate card

5.2 Dispute Resolution

• Good faith effort to resolve disputes before escalation
• Merchant-customer disputes handled directly between parties
• Fino Pay Hub provides transaction details and support
• Binding arbitration for unresolved disputes with Fino Pay Hub

6. Refund Processing Timeline

7. Non-Refundable Items

• Transaction processing fees for successful transactions
• Third-party gateway charges
• Penalty fees for policy violations
• Chargeback and dispute handling fees
• Setup fees after service activation
• Customization and integration charges

8. Exceptional Circumstances

8.1 Force Majeure

Refunds and cancellations may be affected by events beyond our control including:

• Natural disasters and emergencies
• Government regulations and policy changes
• Banking system failures
• Network and infrastructure issues

8.2 Regulatory Changes

• Service modifications due to regulatory compliance
• Temporary service suspension for compliance updates
• Policy changes to align with new regulations

9. Customer Responsibilities

• Provide accurate information for refund processing
• Report transaction issues within 24 hours
• Maintain proper documentation for dispute resolution
• Cooperate in fraud investigations
• Update contact information for refund notifications

10. Refund Request Process

For Service Fee Refunds:

1. Email refund request to Support@finopayhub.com
2. Include account details and transaction reference
3. Provide reason for refund request
4. Submit supporting documentation if applicable
5. Await confirmation and processing timeline

For Transaction Refunds:

1. Log into Fino Pay Hub merchant dashboard
2. Navigate to 'Transaction History'
3. Select transaction and click 'Initiate Refund'
4. Enter refund amount and reason
5. Confirm refund initiation

11. Contact Information

For refund and cancellation queries:

12. Policy Updates

This policy may be updated periodically. Users will be notified of material changes via email or dashboard notifications. Continued use of services after policy updates constitutes acceptance of revised terms.

13. Governing Law

This policy is governed by the laws of India and subject to the jurisdiction of courts in Bangalore, Karnataka. All refund and cancellation procedures comply with RBI guidelines and applicable consumer protection laws.