Refund Policy

1. Summary

The table below is a summary only. The sections that follow set out the full conditions.

2. Types of fees and funds

It is important to distinguish between the following, because they are treated differently under this policy:

• Platform subscription fees — recurring fees for a plan (such as the Pro plan), charged for access to the Services for a billing period.
• Transaction fees — per-transaction charges, including platform fees, settlement and FX fees, and partner or network charges, applied when a payment, collection, bill payment or transfer is processed.
• Transaction amounts — the underlying money you send, collect, or settle. These are not Finigenie fees. Refunds of transaction amounts are governed by Section 6.2 of our Terms and Conditions, and are generally handled by the merchant or business user who initiated or received the payment, subject to partner bank and network rules.
• Hardware and other one-time charges — such as device purchases, onboarding or setup charges, and any other one-time fees shown at checkout or in your order form.

This policy addresses the first, third and fourth categories. Requests about the amount of an individual payment should be raised with the business counterparty and, where needed, with us so we can assist.

3. Platform subscriptions

4. Transaction fees

• Transaction fees are earned when a transaction is processed and are non-refundable once the transaction has completed, including where the underlying payment is later refunded, cancelled, or charged back by the counterparty. This is consistent with Section 6.2 of our Terms and Conditions.
• Transaction fees are reversed in full where the transaction failed and no funds were settled, or where the transaction was processed in error because of a fault on our side.
• Where a transaction is refunded to a payer, any Finigenie fees on that transaction are not returned unless required by law or agreed in writing.
• Fees charged by partner banks, card networks, payment schemes, or FX providers may be subject to their own refund rules. We will pass on any reversal we receive from them.

5. Duplicate, erroneous, and unauthorised charges

• If you were charged more than once for the same item, or charged an amount not agreed in your order form or on the pricing page, we will refund the excess in full once verified.
• If a charge was made without your authorisation on your Finigenie account, please report it to us immediately. We will investigate and, where the charge is confirmed as unauthorised and not caused by your failure to protect your credentials, refund it. Section 6.3 of our Terms and Conditions applies to such reports.
• Please contact us before raising a chargeback or dispute with your bank or card issuer. This allows us to resolve the matter faster and avoids duplicate processing.

6. Hardware and devices

• Devices such as FiniPOS terminals are eligible for a replacement or refund only if they are defective, damaged in transit, or materially different from what was ordered.
• You must report the issue in writing within 7 days of delivery, with photographs or video of the defect or damage and your order reference.
• Devices must be returned in their original packaging and condition, with all accessories, unless we agree otherwise in writing.
• Devices that have been used, modified, or damaged after delivery (other than by a manufacturing fault) are not eligible for a refund.
• Refunds for hardware are issued after the device has been received and inspected. Return shipping costs are borne by us where the device is defective, and otherwise by you.

7. Welcome balances, credits, and promotions

• Welcome wallet balances (for example, the ₹100 welcome balance on the Free plan), cashback, rewards, and other promotional credits have no cash value. They are not refundable, cannot be withdrawn, and cannot be transferred to another account.
• Promotional credits are subject to the terms communicated with the offer and may expire if so stated.
• Where a promotional credit was granted in error, we may reverse it. We will notify you before doing so.

8. Enterprise, custom-priced, and partner products

• Enterprise plans, custom volume pricing, and BPSP or white-label arrangements are governed by the order form or agreement you sign with us. Where that agreement contains refund or termination terms, those terms prevail over this policy.
• Corporate cards, lines of credit, invoice discounting, and other credit or card products are issued by our partner banks and NBFCs. Refunds, cancellations, and early-termination charges for those products are governed by the partner’s terms. We will assist with the request where we can.
• Stablecoin or virtual-asset settlements are delivered by licensed third-party providers and are subject to their terms. Finigenie does not guarantee recovery of value lost to price movements or transmission delays.

9. Taxes on refunds

• Where a refund is issued, any GST, VAT, or other indirect tax charged on the refunded fee will be refunded or adjusted through a credit note, in accordance with applicable tax law.
• We may need your tax registration details to issue a compliant credit note.

10. How to request a refund

1. Email sales@finigenie.com from the email address registered on your account.
2. Include your business name, account identifier, the invoice or transaction reference, the amount, and the reason for the request. Attach any supporting evidence.
3. We will acknowledge your request within 2 working days and aim to respond with a decision within 5 working days of receiving all required information.
4. If approved, we will process the refund within 7 to 14 business days. The timing depends on your bank or card issuer and the payment provider.

11. How refunds are paid

• Refunds are returned to the original payment method wherever possible. If that is not possible, we will arrange an alternative method with your agreement.
• Refunds are made in the currency in which the original charge was made. Any exchange-rate difference, bank charges, or currency conversion costs are not borne by us unless the error was ours.
• Refunds to bank accounts are subject to the processing rules of the receiving bank.

12. Your statutory rights

Nothing in this policy limits or excludes any right you have under applicable consumer protection or other mandatory law in India or the United Arab Emirates, or any liability that cannot lawfully be limited under our Terms and Conditions.

13. Changes to this policy

We may update this Refund Policy from time to time. The version in effect is the one published on this page, indicated by the “Last updated” date. Changes will not apply retrospectively to charges that were already billed or processed before the change takes effect. For material changes to a paid plan, we will give you reasonable advance notice.