Your trust is important to us, and that includes how we handle refunds. This Refund Policy explains when a refund can be issued, how to request one, and what to expect from both us and the merchants you buy from.

"We," "our," and "us" refers to Superpace Fintech. "You" and "your" refers to anyone using our platform. We encourage you to read this carefully to understand your rights and obligations.

Who This Policy Applies To

This policy applies to everyone who uses our platform: individual customers, merchants, and business partners. It covers all transactions made through our payment gateway, including those using credit/debit cards, net banking, UPI, and digital wallets.

Please note that this policy does not replace a merchant’s individual refund policy for their products or services. Our policy applies to the payment process, not to the goods or services themselves.

When You Can Get a Refund

We want you to feel secure when making payments. A refund may be issued in the following situations:

Duplicate or Incorrect Payments: If a technical error causes a duplicate or incorrect charge.

Failed Transactions: If a payment fails due to technical issues or bank errors.

Extra Charges: If you are charged extra fees due to a gateway or system glitch.

Unauthorized Transactions: If a payment is confirmed as unauthorized after an investigation.

Mistaken Payments: If a payment is made by mistake due to system failures.

Canceled Transactions: If a transaction is canceled within the merchant’s policy and they request a refund.

We only process a refund once the merchant has confirmed it is eligible and has requested us to do so.

When You Can't Get a Refund

Some payments are non-refundable. Knowing this beforehand can help you make informed decisions. Refunds are generally not available for:

Our Service Fees: Charges paid directly to us, such as setup or convenience fees.

Completed Services: Fees for services like KYC verification or onboarding.

Explicitly Non-Refundable Payments: Transactions that were clearly marked as non-refundable.

Policy Violations: Payments linked to fraudulent activity or violations of our terms.

Late Claims: Disputes filed after the time limit set by regulations.

Missing Documentation: Claims where you can’t provide the required documents.

Platform Fees and Deductions

To keep our services running, some fees may apply. These include gateway fees, convenience charges, and setup costs. These fees are non-refundable unless a transaction fails due to our platform’s error. In some cases, a refund may be reduced to cover processing costs that have already been incurred.

How to Request a Refund

We’ve made the refund process as simple as possible. To get started:

Contact Us: Send an email to superspaceassociatepvtltd@gmail.com or raise a ticket from your user dashboard.

Provide Details: Include the payment ID, date, amount, payment method, and a clear reason for the refund request.

Share Evidence: Attach screenshots or any communication from the merchant that supports your claim.

Be Prepared: Our team may ask for more documents or verification to complete the process.

Following these steps will help us process your request quickly and transparently.

Refund Processing Time

Once a refund is approved, we will initiate it within 5 to 7 business days. The time it takes to appear in your account depends on your bank, card issuer, or payment method, and is outside of our control. We will send you a confirmation notification once the refund has been initiated.

Transaction Reversals and Chargebacks

If you challenge a transaction directly with your bank, a chargeback process is triggered. We will work with the merchant to resolve the dispute. If the chargeback is approved, the money is returned to you, but the merchant may be responsible for any associated fees. We handle these situations with careful verification to protect both customers and merchants.

Taxes and Other Fees

When a refund is processed, any taxes (like GST) will only be returned if tax regulations allow it. Additionally, administrative or processing fees may be deducted from the refundable amount. These details will be clearly explained in your refund confirmation.

Merchant Responsibility

The merchant has the final say on whether to approve a refund for their products or services. We only process refunds when requested by the merchant, except in cases of technical errors or fraud. Merchants are expected to have clear refund policies and to cooperate with us in resolving disputes.

Policy Changes

We may update this policy to reflect new regulations or service improvements. When we do, we will update the "Last Updated" date on this page. By continuing to use our platform after these changes, you agree to the updated terms.

Contact Us

If you have any questions or concerns about this Refund Policy, please feel free to contact us at superspaceassociatepvtltd@gmail.com. We are here to provide clarity and support.