At Strandify Solutions, we are committed to ensuring secure, efficient, and dependable payment transactions. This Refund Policy outlines when refunds may apply, the process for submitting requests, and the roles and responsibilities of users and merchants. Please review it carefully to understand your refund rights and obligations when using our platform.

Scope of Policy

This Refund Policy applies to every user of Strandify Solutions, including individual customers, registered merchants, and business partners using our payment services.
It covers all transactions completed through:

• Credit and debit cards
• Net banking
• UPI
• Digital wallets
• Any other payment method supported by our platform

Note: Refund rules for goods or services sold by merchants are determined by those merchants and are not governed by this Policy.

Eligibility for Refunds

Refunds are applicable under the following situations:

• Duplicate or erroneous charges caused by system or processing errors
• Failed transactions due to banking or technical faults
• Overbilling resulting from merchant errors or payment solutions malfunctions
• Unauthorized transactions confirmed after fraud verification
• Incorrect payments arising from technical or merchant-related issues
• Order cancellations made within the merchant’s specified refund or return period

Important: For refunds initiated by merchants, Strandify Solutions will only process them after receiving verification and submission through our merchant system.

Transactions Not Eligible for Refund

Refunds will not be granted for:

• Fees paid directly to Strandify Solutions for services or setup
• Completed services such as onboarding, KYC, or compliance verification
• Payments explicitly marked as non-refundable
• Transactions found to violate policies or linked to fraudulent activity
• Disputes raised beyond regulatory or network-specified time limits
• Claims lacking required documentation or proof

Charges & Deductions

• solutions fees, integration/setup charges, convenience fees, and add-on service costs are non-refundable unless caused by a platform-side error.
• Refunds related to merchant disputes may be adjusted to reflect the processing expenses already incurred.

Refund Request Procedure

To submit a refund request, users must:

1. Contact us at support@strandifysolutions.com or raise a support ticket through the user dashboard.
2. Provide full transaction details such as transaction ID, date, payment method, amount, and reason for requesting the refund.
3. Attach all relevant supporting documents (e.g., screenshots, merchant communication, or email confirmations).
4. Respond promptly to any additional verification or clarification requests made by our support team.

Refund Processing Timeframe

• Once approved, refunds are initiated within 5–7 business days.
• The actual time for the amount to reflect in your account depends on your bank, card network, or payment provider, which is beyond our control.
• You will receive a confirmation message via email once your refund has been initiated.
• Delays may occasionally occur due to merchant policies, banks, or third-party processors.

Chargebacks & Payment Reversals

• When a customer disputes a transaction with their bank or card issuer, a chargeback process is initiated.
• Strandify Solutions will coordinate with the merchant and may request documentation to support the claim.
• If the chargeback is validated, the customer is refunded, and any associated fees or penalties will be borne by the merchant.

Taxes & Additional Charges

• Taxes, including GST, are refunded only when permitted under applicable laws.
• Administrative charges, processing costs, or third-party deductions may be applied and will be clearly specified in the refund confirmation notice.

Merchant Responsibilities

• Merchants are primarily responsible for deciding whether to approve or reject refund requests related to their goods or services.
• Strandify Solutions serves as a facilitator, processing refunds only after merchant confirmation, except in fraud or system-related cases.
• Merchants must maintain transparent refund policies and cooperate during dispute resolution.
• Failure to comply may lead to withheld settlements or temporary suspension of platform access.

Policy Modifications

This Refund Policy may be revised periodically to align with regulatory changes, operational improvements, or industry updates. Any modifications will be posted on this page along with an updated “Last Updated” date. Continued use of the platform signifies acceptance of the revised Policy.

Contact Information

For any questions, clarifications, or support related to refund processes, please contact us at support@strandifysolutions.com.