CANCELLATION & REFUND POLICY
Rudr Payments Tech Pvt. Ltd.
Brand: Rudr Pay
1. Introduction
This Cancellation & Refund Policy (“Refund Policy”) applies to the digital, payment, financial and other services provided by Rudr Payments Tech Pvt. Ltd. (“Rudr Pay”).
Rudr Pay provides digital services and technology-enabled solutions to users, merchants, retailers, distributors, partners and other eligible customers through its platforms, applications, APIs and authorized service partners.
Users are advised to read and understand this Policy before initiating any transaction or using Rudr Pay’s services.
2. Failed Transactions
If a transaction fails due to a technical issue or other reason directly attributable to Rudr Pay or its authorized payment infrastructure, and the associated payment gateway/payment processor confirms the transaction as failed, the eligible amount may be automatically initiated for refund.
The refund will generally be processed within 3 to 21 working days from the date of the original transaction, subject to the processing timelines of the relevant bank, payment gateway or payment processor.
Where applicable, a refund confirmation may be sent to the email address or other contact details registered with Rudr Pay.
3. Taxes and Payment Gateway Charges
Where applicable, the following amounts may not be refundable:
Applicable government taxes;
Payment gateway charges;
Bank or payment processor charges;
Non-refundable third-party service charges; and
Any other charges that are expressly stated as non-refundable under the applicable service terms.
Refund eligibility shall remain subject to applicable laws, service conditions and third-party payment partner rules.
4. Successful Payment but Service Not Received
If the user receives a successful payment confirmation but does not receive the corresponding service, the user must raise a complaint with Rudr Pay through the official customer support channel.
The complaint should, wherever possible, include:
User name;
Registered mobile number;
Registered email address;
Transaction ID/Reference Number;
Transaction date;
Transaction amount;
Service details;
Payment confirmation/screenshot; and
Description of the issue.
Upon receiving the complaint, Rudr Pay may conduct an appropriate investigation of the transaction and service status.
Based on the outcome of the investigation, an eligible refund may be processed to the original payment source or other permitted account/payment method.
5. Service-Specific Refund Conditions
Certain services may be non-cancellable or non-refundable once the transaction has been successfully processed, the service has been activated, or the service has been delivered.
Refund eligibility for such services shall be determined based on:
The nature of the service;
Applicable service terms;
Banking/payment partner rules;
Third-party service provider conditions; and
Applicable laws and regulations.
6. Duplicate or Excess Payment
If a user is charged more than once for the same service due to a technical or processing error, the additional/duplicate amount may be refunded after successful verification.
The user may be required to provide the relevant Transaction ID, payment reference or other proof of payment.
7. Transactions Made with Incorrect Details
If a transaction is successfully completed because the user entered incorrect information, including an incorrect mobile number, bank account, UPI ID, customer details or service information, Rudr Pay shall not automatically be liable for a refund.
Rudr Pay may, where technically and operationally possible, assist the user in coordinating with the relevant bank, payment processor or service provider. Any refund in such cases shall remain subject to the applicable rules and approval of the concerned institution.
8. Refund Processing Time
The actual time required for a refund to reflect in the user’s account may depend upon the bank, payment gateway, payment processor or other financial institution.
Eligible refunds will generally be processed within 3 to 21 working days.
However, the actual credit time may vary due to banking, payment-network or third-party processing timelines.
9. Chargebacks and Refunds
If a user has already initiated a chargeback or payment dispute with their bank/card issuer/payment institution for a particular transaction, any separate refund for the same transaction shall be subject to the applicable banking and payment-partner procedures.
Users should inform Rudr Pay if an active chargeback or dispute exists for the same transaction.
The applicable Rudr Pay Chargeback Policy may also apply to such transactions.
10. Limitation of Liability
In the event of an eligible refund, Rudr Pay’s financial liability shall generally be limited to the amount actually received by Rudr Pay in respect of the relevant transaction and which is refundable under the applicable terms.
To the extent permitted by applicable law, Rudr Pay shall not be liable for indirect, consequential, incidental, business or other additional losses arising from service interruption, transaction failure, banking delays, payment gateway issues or third-party service failures.
11. Cancellation Policy
Cancellation of a service or transaction shall depend upon the nature and processing status of the relevant service.
Where a transaction has not yet been processed and cancellation is technically available, the user may request cancellation through the applicable support channel.
Once a service has been successfully processed, activated, delivered or settled with a third-party service provider, cancellation or refund may not be available unless specifically permitted under the applicable service terms.
12. How to Raise a Refund or Cancellation Complaint
For cancellation or refund-related queries, users may contact Rudr Pay through its official customer support channel.
Customer Support Email:
support@rudrpay.com
Users should mention the Transaction ID, transaction amount, transaction date and complete details of the issue to facilitate faster investigation.
Rudr Pay will review the complaint and take appropriate action based on the transaction details, applicable service terms and relevant payment-partner procedures.
13. User Acceptance
By using Rudr Pay’s website, application, platform or services, the user confirms that they have read, understood and agreed to this Cancellation & Refund Policy.
This Policy shall be read together with Rudr Pay’s Terms & Conditions, Privacy Policy, Merchant/Partner Agreements and applicable banking/payment-partner terms.
14. Policy Amendments
Rudr Pay reserves the right to modify, update or amend this Cancellation & Refund Policy from time to time.
Any revised version may be published on the official website or communicated through other official channels and shall become effective from the date specified in the revised Policy.
15. Contact Details
Rudr Payments Tech Pvt. Ltd.
Brand: Rudr Pay
Website: www.rudrpay.com
Customer Support: support@rudrpay.com
Location: Uttar Pradesh, India
Thank You
Thank you for transacting with Rudr Pay.
We are committed to providing secure, transparent and reliable digital services to our customers, merchants and business partners.
Rudr Pay – Your Trusted Financial Services Partner