Legal
Refund Policy
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1. Customer payment refunds
Refunds of end-customer payments are initiated by the merchant through the Finmatrix dashboard or API, subject to the original payment method rules, bank timelines, and available balance or settlement offsets.
2. Partial refunds
Where supported by the payment method and your commercial agreement, partial refunds may be issued against a successful capture. Status updates are available via dashboard and webhooks.
3. Processing timelines
Refund timelines depend on the acquiring bank, payment network, and method (UPI, card, net banking). Finmatrix initiates refunds promptly after a valid request; final credit to the customer follows partner bank schedules.
4. Platform fees
MDR and platform fees already charged on the original transaction may be non-refundable unless otherwise stated in your merchant agreement. Chargebacks and disputes follow network rules and may reverse settlements.
5. Service cancellations
If you discontinue Finmatrix services, prepaid commercial amounts (if any) are handled as per your signed order form. Unused technical access ends when the agreement terminates.
6. Contact for refund issues
Merchants: contact support@finmatrix.com with the payment reference. End customers should contact the merchant they paid — Finmatrix supports merchants, not consumer checkout disputes directly.