This Refund & Cancellation Policy ("Policy") is issued by CoolPay India Digital Services Private Limited ("CoolPay") and forms part of, and is to be read together with, our Terms and Conditions and Privacy Policy. It sets out how refunds, cancellations, reversals and chargebacks are handled across the different types of Services offered by CoolPay.
1. Scope
This Policy applies to:
- SaaS subscriptions, API plans and platform licences.
- Custom software, mobile / web application, ERP / CRM and white-label projects.
- Consulting, integration and professional-services engagements.
- Transactional services facilitated through our banking / aggregator partners (UPI, IMPS, NEFT, RTGS, AEPS, DMT, BBPS, Recharge, Payouts, Wallet).
2. SaaS subscriptions & API plans
a. Free trial and sandbox
Access to our sandbox and free-tier developer tooling is provided at no cost. No refund is applicable.
b. Paid subscriptions
- Subscriptions are billed in advance on a monthly or annual basis, as chosen at signup.
- Fees paid are non-refundable once the billing cycle has commenced, except where required by law.
- You may cancel your subscription at any time. Cancellation will take effect at the end of the then-current billing cycle. You will continue to have access to the Services until the end of the paid period.
- If you believe you were incorrectly billed, write to admin@coolpayindia.com within 7 days of the invoice date. Verified billing errors will be credited to your CoolPay wallet or refunded to the original payment method.
c. Setup / one-time fees
Setup, onboarding and integration fees are non-refundable once work has commenced, since these represent time and effort already committed by our engineering team.
3. Custom software, mobile apps and white-label projects
Custom development engagements are governed by a signed Statement of Work ("SoW") or Master Services Agreement, which supersedes this Policy in case of conflict. In the absence of specific terms, the following defaults apply:
- Advance / kick-off milestone: 30% of project value; non-refundable once discovery has begun.
- Milestone payments: due upon delivery of each milestone; non-refundable once accepted (or deemed accepted after 7 business days without written objection).
- Change requests: quoted separately and billed on time-and-material basis.
- Client-initiated cancellation: you may cancel at any time. You will remain liable for all work completed up to the date of termination, plus reasonable wind-down costs.
- CoolPay-initiated cancellation: if CoolPay terminates due to no fault of yours, we will refund any prepaid amounts for work not yet performed.
4. Transactional refunds & reversals
For transactions processed through CoolPay-facilitated rails (UPI, IMPS, NEFT, RTGS, AEPS, DMT, BBPS, Recharge, Payouts, Card acquiring, Wallet), refunds and reversals are governed by the rules of the underlying networks (NPCI, card networks, banks and RBI). Indicative timelines are:
| Instrument | Reversal / refund timeline |
|---|---|
| UPI failed transaction | Auto-reversal within 24 hours (T+1) as per NPCI |
| IMPS failed transaction | Within 24 hours to the source account |
| NEFT / RTGS return | Within 2 hours of return message from beneficiary bank |
| AEPS / Micro ATM | Auto-reversal in T+1 to T+5 working days |
| BBPS / Recharge failure | Refund to source within 5–7 working days |
| Card / Netbanking refund | 5–10 working days to source instrument |
Chargebacks
Chargebacks are handled per the rules of the respective card network (Visa, Mastercard, RuPay, Amex). Merchants receiving a chargeback notification must respond with supporting evidence within the timelines specified in the notification, failing which the chargeback will be adjusted against the merchant's settlement account.
5. How to raise a refund request
- Log a ticket at admin@coolpayindia.com with your Transaction ID / Order ID.
- Include the reason for the request, screenshots, and any supporting communication.
- Our support team will acknowledge within 1 business day and share status updates every 3 business days until resolution.
- Resolution SLA: 10 business days for subscription / SaaS disputes, and per the timelines in Section 4 for transactional disputes.
6. Amounts, currency and taxes
Refunds will be processed to the original payment instrument in Indian Rupees (INR). GST already remitted may not always be recoverable — in such cases, the refunded amount will exclude any non-recoverable GST. Currency conversion or cross-border charges levied by third-party providers are not refundable.
7. Exceptions
- Fraudulent, disputed or reversed transactions may not be eligible for immediate refund pending investigation.
- Fees paid for regulatory or third-party pass-through charges (e.g., NPCI switching fee, bank convenience fee) are non-refundable once the service has been rendered.
- No refund will be issued where the account has been suspended for violation of our Terms and Conditions.
8. Grievance escalation
If you are not satisfied with the initial resolution, you may escalate to the Grievance Officer named in our Privacy Policy. If you remain unsatisfied, you may approach the RBI Ombudsman under the Reserve Bank Integrated Ombudsman Scheme, 2021, via cms.rbi.org.in.
9. Changes to this policy
We may revise this Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date and, for material changes, notified by email or in-product notice.
10. Contact
Refund and cancellation queries · admin@coolpayindia.com · +91 9422799504 · Registered office · H.No 6, Vrindavan Colony, Rohtas Nagar, Khajuri Kalan, Huzur, Bhopal — 462022, Madhya Pradesh, India.