At Iconcept Contact Solution, we are dedicated to providing secure, efficient, and dependable payment processing services. This Refund Policy defines the conditions under which refunds may be issued, the procedures for submitting refund requests, and the respective responsibilities of merchants and end-users. We encourage you to review this policy carefully to fully understand your rights and obligations regarding refunds processed through our platform.

Scope of the Policy

This policy applies to all users of Iconcept Contact Solution, including individual consumers, registered merchants, and business partners utilizing our payment gateway services. It governs transactions processed through our platform, such as credit and debit card payments, net banking, UPI, wallet payments, and other integrated methods. Please note that this policy does not extend to refund practices set by individual merchants who use our gateway to collect payments for their own products or services.

Eligibility for Refunds

Refunds are generally applicable only in the following circumstances:

• Duplicate or incorrect payments resulting from technical or processing errors.
• Transaction failures caused by technical issues or banking errors.
• Overcharges arising from gateway or merchant system errors.
• Unauthorized transactions reported and verified under our fraud investigation procedures.
• Payments made in error due to incorrect merchant details or system malfunctions.
• Transaction cancellations submitted within the merchant’s permitted refund window, in accordance with their return or cancellation policy.

For transactions involving merchants, Iconcept Contact Solution will process refunds only after the merchant confirms eligibility and submits a request for initiation through our system.

Non-Refundable Transactions

The following types of transactions are considered non-refundable:

• Service fees or setup charges paid to Iconcept Contact Solution.
• Fees paid for completed services, including KYC verification, onboarding, or compliance checks.
• Transactions clearly marked as non-refundable at the time of payment.
• Transactions arising from fraudulent activity by the user or violations of applicable policies.
• Disputes not reported within the timeframes specified by regulatory or network rules.
• Cases where the user fails to provide the necessary documentation to support their claim.

Platform Fees and Deductions

Certain fees charged by Iconcept Contact Solution, including gateway fees, convenience fees, integration or setup fees, and charges for value-added services, are non-refundable unless the transaction fails due to a platform error. In the event of merchant disputes, any approved refund may be subject to deductions for processing costs already incurred.

Refund Process

To request a refund, users must follow the process outlined below:

1. Provide complete transaction details, including the transaction ID, payment date, payment method, amount, and a clear explanation of the reason for the refund request.
2. Attach relevant supporting documents such as screenshots, email confirmations, or communication with the merchant.

Timeframe for Processing Refunds

Once a refund request is approved, the refund will be processed within 5 to 7 business days. The time it takes for the amount to reflect in your account depends on your bank, payment method, or card issuer, and is beyond our control. You will receive a notification via email or SMS once the refund has been successfully initiated. Please note that delays may occur due to bank procedures, payment processors, or the merchant’s refund timelines.

Transaction Reversal and Chargebacks

If a customer disputes a transaction with their bank or card issuer, a chargeback process may be initiated. Iconcept Contact Solution will work with the merchant to address the dispute and may request relevant supporting documents. If the chargeback is upheld, the disputed amount will be refunded to the customer, and the merchant may be responsible for any associated fees or deductions.

Taxes and Additional Fees

Any applicable taxes, including GST, paid as part of the original transaction will be refunded only if allowed under prevailing tax regulations. Administrative fees, processing charges, or third-party fees may be deducted from the refund amount where applicable, and such deductions will be clearly communicated in the refund confirmation.

Merchant Responsibility

For transactions involving merchant services, the primary responsibility for approving or denying a refund lies with the merchant. Iconcept Contact Solution functions as a payment facilitator and will process refunds only upon the merchant’s request, except in cases of technical failures or confirmed fraud. Merchants are required to maintain clear and transparent refund policies and to cooperate with us during refund resolutions. Non-compliance with these requirements may result in withheld settlements or suspension of merchant services.

Policy Changes

This Refund Policy may be updated or modified periodically to align with regulatory changes, service improvements, or industry best practices. Any revisions will be published on this page along with an updated “Last Updated” date. By continuing to use our platform after such changes, you agree to the terms of the revised policy.