PB PAY PRIVATE LIMITED · LEGAL · REFUND POLICY
Our commitment to ensuring every valid refund reaches the customer's original payment source efficiently and in full compliance with regulatory guidelines.
This policy is created by PB Pay Private Limited (hereinafter referred to as the "Company" or PB Pay or "We") to clearly document guidelines & practices followed by the Company for refund in the course of its Payment Aggregator ("PA").
At PB Pay, we believe that a seamless payment experience extends beyond the transaction itself — it includes the ability to reverse it when needed. Our refund framework is designed to ensure that every valid refund reaches the customer's original payment source efficiently and in full compliance with regulatory guidelines.
When a customer wishes to reverse a transaction, the journey begins with the merchant:
The customer submits a refund request directly to the merchant, who reviews and evaluates it based on their own refund policy.
Once approved, the merchant initiates the refund through their platform.
Merchants can process refunds through two available channels:
CHANNEL 01
For automated, system-level refund processing integrated directly into the merchant's platform.
CHANNEL 02
Accessible via the merchant's login for manual refund initiation and management.
In rare cases where a merchant encounters a technical difficulty while processing a refund, PB Pay is ready to assist:
The merchant reaches out to the PB Pay support team.
The merchant provides the relevant transaction details or unique transaction identifier.
PB Pay processes the refund on the merchant's behalf as an exception.
The refund amount is returned to the customer's original payment method, in full compliance with applicable regulatory requirements.
Once a refund has been initiated — whether by the merchant or by PB Pay — the processing begins immediately and the amount will reflect in the customer's account within the standard timeline.
Once a refund has been processed — whether by the merchant or by PB Pay — the amount will typically reflect in the customer's account within 3 to 5 business days, subject to the customer's bank processing timelines.