REFUND, CANCELLATION & CHARGEBACK MANAGEMENT POLICY

This Policy establishes the framework for handling cancellations, refunds, payment disputes and chargebacks relating to gift cards and gift vouchers offered through REMPINDIA MULTITRADE PRIVATE LIMITED and its authorised partners.

• Provide a consistent and transparent refund and cancellation process.
• Protect customers from avoidable financial harm.
• Prevent duplicate, unauthorised or fraudulent refunds.
• Coordinate efficiently with PPI, bank, payment and merchant partners.
• Maintain transaction-level evidence and reconciliation.
• Track chargebacks, disputes, recoveries and operational losses.

This Policy covers gift-card/voucher purchases, cancellations, failed transactions, duplicate transactions, refunds, partial refunds where supported, unauthorised transactions, payment disputes, chargebacks, reversals, merchant disputes and related settlement adjustments.

Refunds and cancellations shall be processed according to applicable product terms, payment status, merchant/partner rules, contractual arrangements and applicable law. Where the regulated partner controls the payment or PPI flow, its approved procedures shall apply.

Cancellation eligibility shall depend on the product status, activation/redemption status, payment status and applicable terms. Requests shall be recorded with transaction identifiers and reason codes.

• Failed or unsuccessful transactions where funds were debited
• Duplicate or technical transactions
• Approved cancellation requests
• Eligible unauthorised transactions after investigation
• Merchant or partner-approved refunds
• Other cases specifically permitted under applicable product terms or law

A refund may be restricted where a voucher has been redeemed, transferred, consumed, or where applicable terms lawfully exclude refund. Any restriction shall be applied consistently and documented.

1. Receive and authenticate the request.
2. Capture transaction/order/voucher details.
3. Verify payment and voucher status.
4. Determine eligibility under the applicable terms.
5. Coordinate with the relevant merchant/PPI/payment partner where required.
6. Approve or reject with documented reason.
7. Process refund through the approved channel.
8. Update the transaction and reconciliation records.
9. Communicate the outcome to the customer.

Refunds shall normally be made through the original payment method or another legally and operationally permitted method. The method may depend on the payment partner, transaction type and applicable requirements.

Indicative processing timelines shall be communicated where possible. Actual credit time may depend on banks, card networks, UPI/payment processors, PPI issuers or other partners.

Chargebacks received through card networks or payment partners shall be recorded, investigated and responded to within applicable scheme or partner timelines.

• Identify the disputed transaction.
• Verify order, payment and voucher status.
• Review activation/redemption evidence.
• Review customer and merchant communications where relevant.
• Collect transaction and system evidence.
• Determine the appropriate response.
• Submit evidence to the relevant partner within the applicable deadline.
• Record the outcome and financial impact.

Evidence may include transaction ID, payment reference, order details, voucher status, activation/redemption logs, timestamps, customer communications, delivery evidence, merchant confirmation and relevant system logs, subject to privacy and legal requirements.

Unauthorised transaction claims shall be investigated under the applicable unauthorised-transaction process. Customer verification, transaction evidence and partner procedures shall be considered before a final decision.

Systems and manual processes shall include controls to prevent multiple refunds or simultaneous refund and chargeback recovery for the same transaction.

Repeated refund requests, inconsistent claims, refund to unrelated accounts where relevant, manipulated evidence or other suspicious behaviour may be escalated to Fraud/Risk and, where appropriate, the relevant partner.

The Company shall maintain defined escalation contacts with PPI issuers, banks, payment processors and merchants for refund, reversal, dispute and chargeback matters.

All refunds, reversals, chargebacks, recoveries and related fees shall be reconciled against transaction and settlement records. Exceptions shall be investigated and documented.

Customer communications shall clearly state the status of a request, any required information, applicable timelines and the appropriate escalation route. Communications shall not disclose confidential fraud or investigation information.

Material disputes, high-value refunds, repeated chargebacks, significant customer impact, suspected fraud or unresolved settlement exceptions shall be escalated according to the Company's authority matrix.

Refund and chargeback records shall include request details, transaction identifiers, decision, evidence, approvals, partner correspondence, refund reference, settlement impact and closure date, and shall be retained according to applicable requirements.

Periodic reporting may include refund volumes, refund values, chargeback ratios, dispute outcomes, recovery rates, ageing, repeat cases, fraud-related refunds and outstanding reconciliation items.

Relevant staff shall receive training on refund eligibility, customer authentication, chargeback evidence, fraud indicators, partner timelines and escalation procedures.

Refund and dispute systems shall use appropriate access controls, maker-checker controls where warranted, audit logs, status controls and change management.

Customer and transaction information used for refund and chargeback handling shall be accessed and shared only as necessary and in accordance with applicable privacy and security requirements.

Any exception to standard refund or chargeback procedures shall be documented, risk-assessed and approved by authorised personnel. Mandatory legal, regulatory, network or partner requirements shall not be bypassed.

This Policy shall be reviewed at least annually and whenever there is a material change in payment methods, partner processes, product terms, regulatory requirements, chargeback rules or risk profile.