DIGITTPAY SOLUTIONS LLP

This Policy explains the general framework for order cancellation, gift card/voucher delivery, refunds, failed transactions and related customer requests for products and services offered by DIGITTPAY SOLUTIONS LLP.

This Policy applies to purchases, digital gift cards, gift vouchers, order cancellations, payment failures, delivery failures, refunds, reversals and other applicable customer transactions.

• Transactions shall be processed through authorised channels.
• Customers should review order details before completing payment.
• Refunds and cancellations are subject to product-specific terms, payment rules and applicable law.
• Refund decisions and transaction adjustments shall be recorded and reconciled.

An order shall be considered successfully placed only after the applicable payment and system validation processes are completed. An order reference or confirmation may be provided through approved communication channels.

Digital gift cards/vouchers may be delivered by email, SMS, application, web account or another authorised electronic channel. Delivery timing may depend on successful payment, system availability and third-party processing.

• Provide correct name, email address and mobile number where required.
• Review recipient and order details before payment.
• Maintain access to the selected delivery channel.
• Keep voucher codes, PINs and links confidential.

If payment is successful but delivery is delayed or fails, the Company may investigate the transaction and, where appropriate, reissue the product, correct delivery details where feasible, or process a refund subject to applicable procedures.

Where a customer provides incorrect recipient information and delivery is successfully made to the supplied details, the Company may not be responsible for resulting loss, subject to applicable law and the product's terms.

Cancellation requests should be raised through the Company's approved support channels as soon as possible. Whether cancellation is possible depends on transaction status, product type, redemption status, partner rules and applicable law.

A transaction may not be cancellable where the gift card/voucher has already been delivered, activated, redeemed, transferred, consumed or otherwise processed in a manner that prevents cancellation, subject to applicable law.

• Duplicate or failed transaction where funds were successfully debited.
• Eligible cancellation approved under applicable terms.
• Confirmed service or delivery failure where refund is appropriate.
• Unauthorised transaction or fraud case where refund is approved after review.
• Other circumstances required by applicable law, partner rules or Company decision.

Refunds may be restricted for redeemed or used vouchers, customer error, prohibited use, expired products or other circumstances where refund is not permitted by applicable product terms, law or payment rules.

Where feasible, refunds shall be processed to the original payment method or through the applicable payment partner. Alternative methods may be used only where appropriate and permitted.

Refund processing time may depend on internal verification, payment gateways, banks, card networks and other intermediaries. The Company shall communicate the expected process where reasonably available. External banking or payment-partner processing time may be outside the Company's direct control.

Partial refunds may be processed where permitted by the product terms, transaction circumstances, payment method or partner rules.

If a payment fails or remains incomplete, the order may not be fulfilled. Where funds are debited despite a failed order, the Company shall investigate and coordinate the applicable reversal or refund process.

Where a duplicate payment is confirmed, the duplicate amount shall be assessed for refund or reversal and reconciled with the transaction records.

Customers may contact support with the relevant order or transaction reference to request an update on an eligible refund. The Company may require reasonable verification before disclosing transaction information.

Unauthorised transaction claims shall be handled under the Unauthorised Transaction Policy and may require additional verification or investigation before a refund or reversal decision.

Payment disputes and chargebacks shall be handled under applicable payment-network and partner procedures and the Company's Chargeback & Dispute Management Policy.

The Company may place transactions on hold, restrict accounts or delay fulfilment where reasonable fraud, security or abuse concerns exist, subject to applicable requirements.

Where a gift card/voucher is issued or fulfilled by a third party, additional merchant or issuer terms may apply. The Company shall coordinate with the relevant partner for refunds or delivery issues within its contractual role.

Material refund, cancellation or delivery decisions shall be communicated through authorised channels. Communications should be clear and should not disclose confidential security or third-party information.

Order records, delivery status, cancellation requests, refund approvals, payment references, reversals, customer communications and reconciliation records shall be retained according to applicable requirements.

Finance and Operations shall reconcile refunds, cancellations, reversals and failed transactions against payment and order records. Material discrepancies shall be escalated.

Customers may raise complaints through the Company's published support channels. Complaints shall be handled under the Customer Grievance Redressal Policy.

Exceptions may be approved by authorised management based on documented circumstances, applicable law, customer protection considerations and partner/payment requirements.

This Policy shall be reviewed at least annually and after material changes in products, payment partners, delivery mechanisms, refund practices or applicable legal requirements.

For refund, cancellation or delivery assistance, customers should use the current support/contact details published on digitpay.in or in the relevant order communication.