Service Level Agreement (SLA) & Refund Policy

1. Introduction & Applicability

This Refund Policy outlines the terms under which refunds are processed by Webfino Solutions Pvt. Ltd. ("Webfino", "we", "our", or "us").

Applicability:

• Services offered through Webfino's website, APIs, mobile applications, and partner platforms.
• Payments made towards platform usage, payment gateway integrations, subscription fees, or related financial services facilitated through Webfino.
• Merchants or users utilizing Webfino's infrastructure for UPI, card, or digital payment transactions.

Facilitator Disclaimer: Webfino acts as a technology facilitator and payment service enabler, not as a bank, NBFC, or fund holder. Refunds are processed in coordination with banking partners, payment gateways, or UPI service providers, and are subject to their timelines and settlement policies.

2. Refund Eligibility

Refunds may be initiated under the following conditions:

• 2.1 Duplicate Payments: If a customer or merchant has been charged more than once for the same transaction, a refund may be issued for the duplicate charge after verification.
• 2.2 Failed Transactions: If a transaction amount is debited but not successfully credited to the intended beneficiary due to network or system errors, a refund will be initiated automatically or upon verification.
• 2.3 Settlement Delays or Errors: In the case of erroneous settlements or technical discrepancies, Webfino will coordinate with its banking partners to initiate corrections and process refunds where applicable.
• 2.4 Subscription Cancellations: If Webfino offers subscription-based services, users may cancel before renewal. Refunds for ongoing subscription periods are not available once activated, unless the cancellation is made before renewal billing.
• 2.5 Non-Refundable Items: Platform access or setup fees, KYC verification fees, service charges or gateway convenience fees already utilized, and fees paid to third-party partners or institutions are strictly non-refundable under any circumstance.

3. Refund Process

3.1 Request Submission

To initiate a refund request, email our support team at support@webfino.com or contact the Grievance Officer with:

• Transaction ID / Payment Reference Number
• Amount and date of transaction
• Reason for refund request
• Supporting documents (if applicable)

3.2 Verification & Processing

• The refund request will be acknowledged within 7 working days.
• Upon verification and approval, the refund will be processed within 7–10 business days.
• Refunds will be credited to the original payment method or bank account, depending on the payment source.

Please note that banking institutions and payment gateways may take an additional 3–5 working days to reflect the refund amount in your account.

4. Exceptions

Refunds will not be processed in the following circumstances:

• Fraudulent or Misused Transactions: If Webfino or its partners detect misuse or fraudulent activity, refunds may be withheld pending investigation.
• Regulatory Holds: Refunds may be delayed or restricted due to RBI, NPCI, or banking compliance obligations.
• Chargeback Cases: If a dispute or chargeback has already been initiated with the issuing bank, the refund will be handled through the respective card network or bank as per their process.
• Force Majeure Events: Webfino will not be liable to process refunds arising from events beyond its reasonable control, including network failures, regulatory changes, or natural disasters.

5. Contact Information

6. Additional Notes & Key Takeaways