Refund & Cancellation Policy
Finsova Fintech Pvt. Ltd.

1) Definitions

• Refund: Amount returned to the payer after a confirmed reversal or adjustment.
• Reversal: Automatic return initiated by bank/network when a transaction fails or is not completed.
• Pending: Transaction not confirmed yet (biller/bank response awaited).

2) When refunds/reversals apply

Refunds or reversals may apply in cases such as:

• Transaction status shows Failed but amount was debited.
• Transaction remains Pending beyond the standard processing time.
• Duplicate debit for the same transaction (subject to verification).
• Incorrect posting by biller after successful payment (rare; depends on biller policy and investigation).

3) BBPS bill payments (Utility Bills)

BBPS transactions typically provide instant status with a reference ID. If a BBPS payment fails but the amount is debited, reversal is generally processed as per the bank/biller timelines.

• Success: Amount is considered paid to the biller. Cancellation may not be possible.
• Failed: If debited, reversal is initiated automatically in most cases.
• Pending: May resolve to success or fail. If failed after pending, reversal may apply.

4) Vendor payments / payouts (if applicable)

For vendor payment services (including payments funded via credit card, where applicable), refunds or reversals depend on settlement status and partner processing rules.

• If a payout is not processed, reversal/refund may be initiated after verification.
• If payout is already settled to the beneficiary, cancellation may not be possible.

5) Typical timelines

Actual timelines vary based on bank, biller, payment network, and partner processors.

• Automatic reversal (failed but debited): Usually within 1–7 business days (varies).
• Pending resolution: Can take up to 24–72 hours (sometimes longer depending on biller/bank).
• Chargeback/dispute (card payments): As per card network and issuing bank timelines.

6) How to request support for a refund

To help us resolve your issue faster, share:

• Transaction / BBPS reference ID
• Date & time of transaction
• Amount and biller/vendor name
• Mobile number used (if applicable)
• Screenshot of debit/receipt (optional but helpful)

7) Cancellations

Many transactions (especially utility bill payments) cannot be cancelled once successful. If you entered incorrect details, contact support immediately with the reference ID to check possible resolution.

8) Exceptions

• Refunds may not be possible if the transaction is confirmed as successful and posted to the biller/vendor.
• Processing may be delayed due to bank holidays, network downtime, or biller response issues.
• Fraudulent or suspicious requests may be rejected after investigation.

9) Contact

• Support email: admin@finsova.org
• Refunds email (optional): refunds@yourdomain.com
• Phone: +91- 9549038395

Note: Replace placeholders (emails, phone, date) before publishing.