Refund Policy – Orbitpay

Introduction

This Refund Policy governs all refund-related matters for transactions processed through OrbitPay and applies to all users, merchants, and entities using the platform. By registering with OrbitPay or using any of its services, including Payment Gateway, Payouts, Virtual Accounts, Connected Banking, and API-based services such as AEPS, Domestic Money Transfer (DMT), Mobile Recharge, FASTag Recharge, Credit Card Bill Payments, and BBPS Services, the user is deemed to have read, understood, and accepted this Refund Policy. This Policy forms an integral part of the Terms of Service and shall be binding on all users of the platform.

Nature of OrbitPay Services

OrbitPay operates as a technology service provider and aggregator that enables digital payment solutions through integrations with licensed banks, payment gateways, and regulated financial institutions. OrbitPay does not hold any direct banking license, payment system license, or regulatory certification to independently process or store funds. All transactions are facilitated through authorized partners and therefore, refunds, reversals, and settlements are subject to the policies, timelines, and processes defined by such partner institutions and applicable regulatory authorities.

Merchant Responsibility for Refunds

All refund obligations arising from transactions processed through OrbitPay shall rest solely with the respective merchant or service provider. OrbitPay does not take responsibility for the nature, quality, delivery, or performance of any product or service offered by the merchant. In cases where a customer raises a request for a refund due to dissatisfaction, non-delivery, delay, or any other issue, it shall be the merchant’s duty to review and resolve such requests in accordance with their own policies. The merchant expressly agrees that any financial liability arising out of refunds shall be borne entirely by them without any claim on OrbitPay.

User Responsibility

Users are advised to carefully review transaction details before initiating any payment. OrbitPay shall not be responsible for incorrect transactions initiated due to user error, including incorrect account details, UPI IDs, or service selection.

Processing of Refunds

Where a refund is approved by the merchant, the amount shall be processed back to the customer through the original mode of payment, unless otherwise agreed between the merchant and the customer. The time taken for processing such refunds may vary depending on the payment method, issuing bank and partner systems involved. OrbitPay shall facilitate the process through its partner network but does not guarantee any fixed turnaround time beyond what is prescribed by regulatory guidelines or partner institutions. OrbitPay does not guarantee any specific timeline for refund processing, as such timelines are governed by partner banks and payment service providers.

Failed Transactions

In cases where a transaction fails but the customer’s account is debited, the refund shall be processed in accordance with the applicable guidelines issued by the Reserve Bank of India (RBI) and the respective banking or payment partner. OrbitPay will make reasonable efforts to coordinate with its partners to ensure resolution within the prescribed timelines; however, any delay caused due to banking networks or third-party systems shall not be attributed to OrbitPay.

Charges and Non-Refundable Fees

It is expressly clarified that all transaction fees, service charges, processing fees, or any applicable taxes charged at the time of the transaction are non-refundable in nature. Even in cases where a transaction is refunded or reversed, such charges may continue to be applicable as per the policies of OrbitPay’s partner institutions. OrbitPay shall not be liable to refund any such fees under any circumstances unless explicitly agreed otherwise.

Recovery of Refund Amounts

In the event that any refund or reversal results in a financial liability, the merchant authorizes OrbitPay to recover the corresponding amount from their account balance, settlement payouts, or any future receivables. In cases where the available balance is insufficient, the merchant shall be required to deposit the outstanding amount within the time communicated by OrbitPay. Failure to do so may result in suspension of services, withholding of settlements, or further action as deemed necessary.

Risk Management and Withholding Rights

OrbitPay reserves the right to monitor refund patterns and transaction behavior of merchants. In cases where excessive refunds, disputes, or suspicious activity are observed, OrbitPay may, at its sole discretion, impose certain controls, including withholding funds, delayed settlements, the creation of reserves, or restrictions on services. These measures are implemented to manage financial risk and to comply with partner and regulatory requirements.

Limitation of Liability

The user and merchant acknowledge that OrbitPay’s role is limited to facilitating payment transactions through its partner ecosystem. OrbitPay shall not be held liable for any delays, failures, or discrepancies in refund processing caused by banks, payment gateways, or other third-party service providers. External entities govern all such processes, and OrbitPay’s responsibility is limited to providing reasonable assistance in coordination and communication.

Indemnity

By using OrbitPay’s services, the merchant agrees to indemnify and hold harmless OrbitPay, its affiliates, partners and service providers from any claims, losses, damages, or liabilities arising out of refunds, disputes, or transaction-related issues. This includes any penalties, regulatory actions, or customer claims resulting from the merchant’s failure to fulfill their obligations.

Policy Updates

OrbitPay reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any such changes shall become effective immediately upon being published on the website. Continued use of the platform after such updates shall be deemed as acceptance of the revised Policy.

Dispute Resolution

Any disputes related to refunds shall be raised by the user or merchant within a reasonable time through the official support channels. OrbitPay will assist in coordinating with partner institutions; however, final resolution shall be subject to the policies and decisions of the respective financial institution or service provider.

Contact Us

For any queries, concerns, or assistance regarding refunds, users and merchants may contact OrbitPay through the official support channels provided on the website. OrbitPay shall make reasonable efforts to assist in resolving issues in coordination with its partners.

  • Company Name: Techorbit Technology Private Limited
  • Email: letstalk@orbitpay.in
  • Call us: +91 9217338465
  • Address: Plot No. 55, Second Floor, Pandav Nagar, East Delhi, Delhi – 110092