Refund & Chargeback Policy

This Refund and Chargeback Policy ("Policy") outlines the terms and conditions for refund requests and chargeback disputes for transactions processed through NeoMoneyPay.com, a brand of JATTA M KOMMERCE PVT LTD ("Company," "we," "us," or "our").

By using our Services, you acknowledge that you have read, understood, and agreed to this Policy.

1. General Refund Principle

Due to the digital and instantaneous nature of most services offered on our platform (such as mobile recharges, bill payments, money transfers, etc.), all transactions are generally final and non-refundable.

Once a transaction has been successfully processed and confirmed on our system, it cannot be reversed or cancelled. Therefore, users are advised to verify all transaction details carefully before confirming any payment.

2. Eligible Scenarios for Refund Request

Refunds may be considered only in the following exceptional circumstances:

1. Duplicate Payment: If you have been charged twice for the same service for the same transaction ID or reference number.
2. Failed Transaction: If your payment was successfully debited from your account/wallet, but you received a confirmed failure message on our platform, and the service (e.g., recharge, bill payment) was not fulfilled.
3. Technical Error: A proven technical glitch on our platform that led to an incorrect transaction amount being debited.
4. Service Unavailability: If a service paid for is permanently discontinued by the service provider (e.g., a specific biller) and no alternative service can be provided.

3. Refund Request Process

1. Initiation: To request a refund, you must contact our Customer Support within 48 hours of the original transaction at support@neomoneypay.com or via the grievance mechanism in your partner portal.
2. Information Required: You must provide the following details:
   • Your Registered Mobile Number and Partner ID.
   • Transaction ID / UTR Number.
   • Transaction Date and Time.
   • Transaction Amount.
   • A clear description and proof of the issue (e.g., screenshot of the failure message, bank statement showing duplicate debit).
3. Investigation: Upon receiving your request, we will initiate an investigation in collaboration with the relevant payment gateway and service provider. This process may take up to 15-30 working days.
4. Decision: The decision to approve or decline a refund request rests solely with the Company, based on the evidence and the policy of the end-service provider. We are bound by the reversal policies of our banking partners and billers.

4. Refund Method and Timeline

• Method: Approved refunds will be credited back to the original source of payment used in the transaction (e.g., your bank account, wallet, or your partner working capital account, as applicable). Refunds cannot be issued in cash or to an alternate account.
• Timeline: Once approved, refunds will be processed within 7-10 working days. The time taken for the amount to reflect in your account will depend on your bank's processing time.

5. Non-Refundable Scenarios

Under no circumstances will a refund be provided for:

• User Error: Transactions where you entered incorrect details, such as a wrong mobile number, wrong beneficiary account number, wrong customer ID for bill payment, etc.
• Successful Services: For any service that has been successfully completed and delivered, even if you no longer require it.
• Change of Mind: Simply changing your mind after a transaction is completed.
• Partner Commissions and Fees: All commissions earned by Partners and any non-refundable fees (like registration fees) are final and non-refundable.
• Minimum Balance Charges: Fees levied for non-maintenance of the minimum working capital balance in the partner account.
• Cases where the end-service provider (e.g., Telecom Operator, Electricity Board) denies a reversal.

6. Chargeback Policy

A chargeback is a reversal of a payment initiated by a customer's bank or credit card company.

1. Fraudulent Chargebacks: If a user files a chargeback for a transaction that was genuinely authorized and service was delivered, it will be considered a fraudulent request.
2. Our Right to Contest: We reserve the right to challenge any chargeback we believe to be invalid. We will present evidence of the transaction, including your acceptance of these Terms, IP address logs, transaction IDs, and service delivery proof to the relevant financial institution.
3. Consequences of Fraudulent Chargeback:
   • For end-users: The user's account will be immediately suspended or terminated, and they will be blacklisted from using our Services in the future. The original transaction amount will remain due, and legal action may be taken.
   • For Partners: If a Partner initiates a fraudulent chargeback, it will be considered a material breach of the Terms and Conditions. The Partner's account will be terminated immediately, and the Company will have the right to recover the disputed amount by adjusting it against the Partner's working capital, security deposit, and future commissions. Legal action will be initiated for recovery and damages.

7. Grievance Officer

For any queries or disputes regarding this policy, please contact our Grievance Officer:

Name: REVAN SIDDAPPA
Email: grievance@neomoneypay.com
Address: Jatta M Kommmerce Pvt Ltd
220, 1st Floor
Citi Mall, New Link Road, Andheri (W)
Mumbai 400053.

We will endeavour to resolve your grievance within 30 days of receipt.

Disclaimer: This Policy is subject to change at the sole discretion of JATTA M KOMMERCE PVT LTD without prior notice. It is the user's responsibility to review this Policy periodically.