Introduction
At ARV Software Solutions, we prioritize
providing safe, efficient, and dependable payment Solutions solutions. This Refund Policy
defines the circumstances in which refunds can be processed, the steps to request them,
and the duties of both merchants and users. We recommend carefully reviewing this policy
to clearly understand your entitlements and obligations concerning refunds handled via
our platform.
Scope of this Policy
This Refund Policy extends to
every user of ARV Software Solutions, including individual customers, verified merchants, and
business associates who rely on our payment processing system. It applies to
transactions made using credit cards, debit cards, net banking, UPI, wallet services,
and other supported payment mechanisms. It does not govern the internal refund
guidelines of merchants who utilize our platform to accept payments for their products
or services.
Eligibility for Refunds
Refund requests are
generally considered valid only under the following conditions:
- Duplicate or unintended transactions caused by technical glitches or system malfunctions.
- Failed transactions triggered by banking errors or system interruptions.
- Instances of excess charges due to gateway or merchant-side technical faults.
- Unauthorized transactions successfully identified and verified through our fraud resolution process.
- Payments made in error resulting from incorrect merchant details or system-based discrepancies.
- Order cancellations requested within the merchant’s permissible cancellation/refund period as outlined in their return policy.
For merchant-related cases, ARV Software Solutions will release the refund only once the concerned merchant verifies the claim and instructs us to proceed.
Non-Refundable Transactions
Certain categories of
payments are strictly non-refundable, including but not limited to:
- Setup or service charges paid directly to ARV Software Solutions.
- Fees related to completed services such as compliance checks, KYC approvals, or merchant onboarding.
- Transactions explicitly labeled “non-refundable” during the payment process.
- Payments arising from fraudulent activity or user misconduct.
- Claims raised beyond the regulatory or network-specific deadlines.
- Cases where users fail to provide necessary documents to validate their request.
Platform Fees and Deductions
Specific charges
applied by ARV Software Solutions—including gateway processing fees, convenience charges,
integration/setup fees, and premium add-on services—are non-refundable unless the
transaction error is attributable to our platform. In merchant-related disputes, any
approved refund may be adjusted to cover unavoidable processing costs already incurred.
Refund Procedure
Users must complete the following
steps to submit a refund request:
- Share transaction details such as payment ID, date, method, amount, and a clear explanation of the refund reason.
- Attach necessary supporting documents, including screenshots, receipts, or merchant correspondence.
- Respond promptly if our support team requests further details or confirmation to finalize the request.
Timeframe for Refund Completion
Once a refund
application is approved, the refund will be triggered within 5 to 7 working days. The
exact duration for the credited amount to appear in your account will depend on your
bank, card issuer, or payment method, and is outside of our direct control. SMS
updates will be sent to confirm refund initiation. Please note, additional delays may
occur depending on bank processes, payment providers, or merchant-specific timelines.
Transaction Reversal and Chargebacks
If a user
challenges a transaction with their issuing bank or card provider, a chargeback process
may be initiated. ARV Software Solutions will work alongside the merchant to resolve the dispute
and may ask for relevant documents to support the case. Where chargebacks are approved,
the refunded sum will be issued to the customer, and the merchant may be charged
applicable fees or penalties.
Taxes and Other Charges
Any taxes (such as GST)
applied during the original payment will only be refundable if allowed under prevailing
tax rules. Additional charges, including administrative expenses, third-party fees, or
processing costs, may be deducted from the final refunded amount, and all such
deductions will be disclosed in the confirmation notice.
Merchant Accountability
For payments linked to
merchant offerings, the decision to approve or reject a refund primarily lies with the
merchant. ARV Software Solutions acts solely as a facilitator and will execute refunds upon
receiving merchant instructions, unless the refund arises from fraud detection or
technical failure. Merchants are obligated to maintain transparent refund practices and
cooperate with our platform for resolution. Failure to comply may result in settlement
withholdings or suspension of merchant services.
Policy Updates
This Refund Policy may be revised
periodically to align with regulatory changes, service upgrades, or evolving industry
standards. Any revisions will be posted on this page along with a revised “Last
Updated” date. Continuing to use our platform after updates implies your
acceptance of the revised terms.
Contact Details
For further clarification,
queries, or assistance with refund requests, please reach out to us at