This Refund Policy governs the refund and cancellation procedures for payments processed through the CelerisPay payment gateway platform. This policy applies to both Merchants (businesses using CelerisPay to collect payments) and Customers (end-users making payments through CelerisPay-powered checkouts).
CelerisPay acts solely as a payment facilitator and does not at any point take ownership of customer funds.
1. Scope of This Policy
This Refund Policy covers:
- Refunds for customer transactions processed through CelerisPay's payment gateway
- Refunds of subscription fees paid to CelerisPay by merchants
- Cancellation policies for merchant accounts
- Chargeback dispute resolution processes
2. Customer Refunds (End-User Transactions)
As a payment processor, CelerisPay facilitates payments between customers and merchants. The merchant's own refund policy governs whether a customer is eligible for a refund. However, CelerisPay will process valid refund requests initiated by the merchant within the following framework:
2.1 Eligibility for Refunds
- The original transaction must have been successfully processed through CelerisPay
- The refund request must be initiated within 180 days of the original transaction date
- The merchant must have sufficient settlement balance to cover the refund amount
- The refund must not be for a transaction that is already under a chargeback dispute
2.2 Types of Refunds
- Full Refund: The complete transaction amount is returned to the customer's original payment method.
- Partial Refund: A portion of the transaction amount is returned. Available for all transaction types. Minimum partial refund amount is ₹1.
- Multiple Partial Refunds: Multiple partial refunds can be initiated against a single transaction, up to the original transaction amount.
2.3 Refund Processing Timelines
Once a refund is initiated by the merchant through the CelerisPay dashboard or API, the processing timeline is as follows:
- UPI Payments: 1-3 business days
- Credit/Debit Cards: 5-7 business days (depending on the card issuing bank)
- Net Banking: 3-5 business days
- Wallets: 1-2 business days (credited back to the wallet)
- NEFT/RTGS: 3-5 business days
These timelines begin from the date the refund is initiated and reflect the time required for the refund to reflect in the customer's account. CelerisPay is not responsible for delays caused by the customer's bank or card network.
2.4 Refund Fees
- CelerisPay does not charge any fee for processing refunds
- The original transaction fee (commission) is non-refundable once the transaction has been successfully processed
- Merchants will not be charged additional fees for initiating refunds through our platform
3. Split Settlement Refunds (Marketplace Model)
For transactions involving multiple vendors or split settlements, the following rules apply:
- Refunds will be processed proportionally based on the original split ratio
- Example: Vendor 94% and Platform 6% share will be reversed accordingly
- The refund amount will be deducted from the respective vendor and platform balances
- Refunds will only be processed if sufficient balance is available in the respective accounts
- In case of insufficient balance, settlements may be held or adjusted to recover the refund amount
- CelerisPay reserves the right to recover any negative balances from future settlements.
4. Failed Transaction Refunds
If a customer's payment is debited but the transaction fails to complete (payment deducted but order not confirmed):
- CelerisPay automatically initiates a refund within 24 hours of identifying the failed transaction
- The refund is processed to the same payment method used by the customer
- Customers will receive an automated email notification when the refund is initiated
- If the automatic refund fails, customers may contact CelerisPay support within 7 days
5. Merchant Subscription Refunds
Refund eligibility for CelerisPay subscription plans (Growth, Enterprise):
- Within 7 days of payment: Full refund available if no transactions have been processed
- After 7 days: No refund for the current billing period
- Annual plans: Pro-rated refund for unused months if cancelled after 30 days, subject to a ₹1,000 processing fee
- Starter plan: Free plan — no subscription fees to refund
To request a subscription refund, contact our billing team at billing@celeris.co.in within the eligible refund period.
6. Non-Refundable Items
The following are not eligible for refunds:
- Transaction processing fees already applied to completed transactions
- Chargeback handling fees
- Custom integration or development fees
- KYC verification fees (if applicable)
- Subscription fees after the refund eligibility period has passed
7. Chargebacks
A chargeback occurs when a customer disputes a transaction with their bank. In such cases:
- CelerisPay will notify the Merchant within 24 hours of receiving a chargeback request
- The Merchant must provide evidence of service delivery within 5 business days
- CelerisPay will represent the Merchant's case to the payment network
- A chargeback fee of ₹500 per dispute will be charged regardless of the outcome
- The disputed amount is placed on hold pending resolution (typically 45-90 days)
8. How to Request a Refund
For Merchants: Log in to your CelerisPay dashboard → Transactions → Select the transaction → Click "Initiate Refund" → Choose full or partial amount → Confirm.
For Customers: Contact the merchant from whom you made the purchase. If the merchant is unresponsive, contact CelerisPay support with your transaction ID at refunds@celeris.co.in.
9. Limitation of Liability
CelerisPay is not responsible for the quality, delivery, or performance of products or services offered by merchants or vendors. Our responsibility is limited to facilitating payment processing and refunds as per this policy.
10. Contact for Refund-Related Queries
- Email: refunds@celeris.co.in
- Support Portal: support.celeris.co.in
- Phone: +91 8094 010 261 (Mon–Sat, 9AM–7PM IST)
- Response Time: Within 2 business hours
Note: CelerisPay acts only as a payment facilitator and does not own or control the products or services offered by merchants. All disputes regarding product or service quality must be resolved directly between the customer and the merchant. CelerisPay's role is limited to facilitating the payment and refund process.