Returns & Refunds policy
At Kenil Pay, we are committed to providing a transparent and secure payment experience. This Refund and Chargeback Policy outlines how refund requests and chargebacks are handled.
1. General Policy
Kenil Pay operates as a payment gateway and payout processor for various businesses. Refunds are subject to the respective merchant’s refund policy, and Kenil Pay is not responsible for issuing refunds directly to customers unless explicitly agreed upon.
2. Refund Policy
a) Eligibility
Refunds are considered in the following cases:
Duplicate transaction.
Technical error or failed payment with funds deducted.
Unauthorized transaction due to system error.
b) Refund Requests
To request a refund:
Contact the merchant directly with proof of payment and reason.
If the merchant fails to respond, you may escalate to Kenil Pay with supporting evidence.
Email: Support@kenilpay.com
Subject Line: "Refund Request – [Transaction ID]"
c) Processing Time
Approved refunds will be processed within 7–10 working days, depending on your bank/payment method.
3. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
Services/products delivered as described.
Change of mind after transaction completion.
Delay caused by third-party bank/payment systems.
User negligence (e.g., sending money to the wrong UPI or account).
4. Chargeback Policy
a) What is a Chargeback?
A chargeback occurs when a cardholder disputes a transaction with their bank, and the amount is reversed from the merchant.
b) How Kenil Pay Handles Chargebacks
Upon receiving a chargeback, Kenil Pay notifies the merchant with the details.
The merchant must provide evidence (invoice, delivery proof, user consent) within 5 days.
Failure to respond may result in automatic debit of the chargeback amount from the merchant's account.
c) Fees
A chargeback fee may apply for processing and investigation. Repeated or excessive chargebacks may lead to suspension of the merchant account.
5. Fraudulent Disputes
Users initiating fraudulent disputes or chargebacks without genuine cause may face:
Account suspension.
Legal action under applicable laws.
Reporting to financial authorities.
6. Final Decision
Kenil Pay's decision on any refund or chargeback case shall be final and binding, based on evidence, transaction logs, and compliance regulations.
7. Contact Us
For refunds, chargebacks, or escalations, contact:
Kenil Pay
52/205, VT-Road, Mansarovar, Jaipur, Rajasthan 302020
Email: Support@kenilpay.com
Website: https://kenilpay.com