Refund and Cancellation Policy
Effective 3 August 2026 · TrustPay
This policy covers two different things that are often confused. The first is refunds of fees you pay us for the platform. The second is refunds of transactions your customers made through it.
They work differently, and the distinction matters: for customer transactions, we are the processor, not the seller.
01Our fees
Onboarding fees, setup charges, integration charges and subscription fees are non-refundable once the corresponding work has begun or access has been provided, unless we have agreed otherwise with you in writing.
Transaction fees are charged per successful transaction and are not refundable when a transaction is subsequently refunded by you. The processing has already happened, and the underlying network and banking costs have already been incurred.
Where we have charged you in error — a duplicate invoice, an incorrect rate, a fee applied to a failed transaction — write to us and we will correct it and refund the difference.
02Refunds to your customers
Refunds on transactions processed through the platform are governed by your own refund policy, not ours. You sold the goods or services, you set the terms, and you decide whether a refund is due.
You are required to publish your refund, cancellation, shipping and delivery terms on your own website or application, and to honour them.
When you initiate a refund, we process it back to the original payment instrument. Refunds cannot be redirected to a different card, account or UPI identifier — this is a network and regulatory requirement, not our preference.
03How long refunds take
Once you initiate a refund, we submit it to the relevant bank or network promptly. The time it then takes to reach the customer depends on their bank and the payment method used, and is outside our control.
Typical timelines are set by the networks rather than by us. UPI refunds usually reach the customer fastest; card refunds usually take longest, because they pass through the issuing bank's own cycle.
Where a refund has left our system but has not reached the customer, we will trace it with the acquiring bank on your request. We cannot compel an issuing bank to move faster than its own timelines.
04Failed and pending transactions
Where a payment is debited from a customer but the transaction fails, the amount is auto-reversed by the bank or network, generally within the timelines set under RBI's Turn Around Time framework for failed transactions.
You do not need to initiate a refund for a transaction that never succeeded. If an auto-reversal has not happened within the applicable window, raise it with us and we will pursue it with the bank.
05Cancelling your account
You may stop using the platform at any time and ask us to close your account, subject to anything agreed in your merchant agreement.
On closure, we settle funds held on your behalf after deducting amounts due, and after the expiry of the chargeback window applicable to the transactions concerned. That window is set by the card networks and can extend for several months after the last transaction.
Closing an account does not end obligations that survive it — chargeback liability, indemnities, and record-keeping obligations imposed on us by law.
06Chargebacks are not refunds
A refund is something you choose to issue. A chargeback is something a customer's bank imposes, under card network or UPI dispute rules, and its outcome is decided by that process rather than by us or by you.
Where a chargeback is raised, we pass on the evidence request and the deadline. Where it is upheld, the amount and any applicable fee are recovered from your settlements or reserve. Issuing a refund after a chargeback has been raised can result in the customer being credited twice, and the second credit is recovered from you.
07If you disagree with a decision
Write to grievance@trustpay.example with the transaction reference and what you believe went wrong. We respond within 30 days of receipt.
If the outcome does not resolve your complaint, you may escalate to the Reserve Bank of India under the Reserve Bank – Integrated Ombudsman Scheme.