Refund Policy
Refunds
- Refunds in case of failed/ returned/ rejected/ cancelled transactions will be applied to your Wallet, to the extent that the payment was made initially by a debit to the Wallet, even if such refund results in exceeding the limit prescribed for that category of Wallet. Refund will take 5 to 7 working days to get credited in any such case.
- If you wish to receive a refund on an amount that has been debited from your Wallet on some any other ground, please email us at support@neofinity.in and explain the circumstances and your reason for the request.
- If your request is valid, we will make reasonable efforts to honour the request and refund the amount in question to your Wallet subject to Applicable Laws.
- Refund requests may not be entertained for transactions those are reversed/reverted if they’re processed due to some technical issue in our system or some suspicious activity found in a transaction.
- We will try to respond to your refund requests at the earliest. However, we will not be responsible for any delays which are outside our control or are due to third parties such as merchants who we rely on to process your refund requests. Please note that we do not undertake any liability for the processing of the refund requests.
Chargebacks
- You have a right to initiate a chargeback request in accordance with the Bank’s policy. Please note that NeoFinity does not have a role to play in the processing of chargeback requests and the same are processed solely by the Bank.
- We reserve the right to review your account and transaction history pursuant to a chargeback request, in order to determine the veracity of a chargeback request, including determining the occurrence of any fraud. If we have any reason to believe that there has been a fraudulent activity on your Wallet, we reserve the right to terminate, block or suspend your Wallet with immediate effect. You shall have no claims against us in this regard.
Account balances
- You must have money in your Wallet to be able to send or spend it. Unfortunately, if you don’t, we will have to stop that transaction from going through. You cannot have a negative balance in your Account or incur overdrafts either.
- Unauthorized use of the Platform
- Tell us at once if you believe your Wallet Account or NeoFinity Account has been accessed without your permission. If you feel something of this sort has occurred, please email us at support@neofinity.in. The sooner you tell us about the breach, the better equipped we will be to avoid/minimise any loss.
Fees
- We may charge a fee for providing our Services, which we will convey to you through the Platform, (including any periodic revisions). For instance, we may charge you a fee for availing features of your Wallet Account or using the Physical Card. Rest assured that we will let you know before charging you anything.
