This Refund Policy is a companion to our Terms & Conditions and applies to all transactions processed through Digiway. It defines refund eligibility, timelines, fees, and dispute handling for both merchants and customers.
Key Terms:
A refund is a merchant-initiated reversal of a successfully captured transaction, returning funds to the original payment method or a verified alternative. A partial refund refers to returning less than the full amount, and multiple partial refunds can be issued up to the original value. A chargeback is a bank-initiated reversal triggered by a customer dispute. A reversal is an automatic rollback of a failed or incomplete transaction. Representment is the process where a merchant submits evidence to contest a chargeback.
Digiway’s Refund Policy governs the technical processing of refunds, while each merchant is responsible for defining when a refund is applicable as per their own policy.
Every merchant accepting payments through Digiway must publish a clear, customer-facing refund policy on their website, app, or checkout page.
This policy should clearly describe which products or services are eligible for refunds, the time window within which a refund can be requested, the conditions that must be met (such as returning goods in original condition or providing proof), the process for initiating a refund, the expected processing time, and any deductions such as shipping or restocking fees.
A well-defined refund policy helps reduce disputes and builds trust. If a policy is unclear or missing, dispute decisions are more likely to favor the customer as per RBI and card network guidelines.
Refunds can be processed only when the original transaction has been successfully completed (captured or settled). The merchant must initiate the refund through Digiway, and the request must fall within the allowed refund window, typically up to 180 days from the transaction date.
The merchant must also have sufficient balance in their settlement account to process the refund. If the balance is insufficient, the refund will be queued and processed once funds become available.
For refunds requested beyond 180 days, the original payment method may not support the refund, so an alternative method such as a bank transfer payout may be used. If a chargeback has already been initiated for a transaction, the standard refund process is no longer available.
Customers should always contact the merchant first to request a refund. The merchant then initiates the refund through Digiway using the dashboard, API, or bulk upload tools.
If a customer contacts Digiway directly, they are usually redirected to the merchant, as Digiway is not involved in the underlying sale. However, Digiway may intervene if the merchant is unresponsive.
Refund processing time depends on the original payment method. UPI transactions are usually refunded instantly or within seconds. Wallet refunds typically complete within a few minutes. Domestic card refunds may take from a few hours up to 5–7 working days, depending on the issuing bank.
Net banking refunds are usually processed the same day or within two working days. International card refunds may take 5–10 working days due to additional processing and currency conversion. EMI or BNPL refunds generally take 3–7 working days for adjustment.
Digiway supports partial refunds, allowing merchants to refund a portion of the total transaction amount. Multiple partial refunds can be issued against a single transaction, provided the total refunded amount does not exceed the original payment.
This is useful in cases such as partial returns, damaged items, subscription proration, or shipping fee adjustments.
Refunds may occasionally fail due to reasons such as inactive or closed payment instruments, issuing bank restrictions, compliance checks, or insufficient merchant balance.
In such cases, Digiway displays the failure reason in the dashboard, sends a notification, and allows the merchant to retry the refund or use an alternative method such as a bank payout.
A chargeback occurs when a customer disputes a transaction directly with their bank instead of requesting a refund from the merchant.
Once a chargeback is initiated, Digiway notifies the merchant and provides a limited time window (usually 7 days) to submit supporting evidence. The bank then reviews the case and makes a final decision, typically within 30 to 90 days.
If the merchant wins the dispute, the amount is returned. If the customer wins, the amount is permanently debited and a fee of ₹500 is charged.
Refund processing on Digiway is free across all payment methods. However, the original transaction fee is non-refundable, as it is already consumed during processing.
Partial refunds do not incur additional charges. A fee of ₹500 applies only when a chargeback is resolved in favor of the customer. Refunds processed after 180 days via payout may incur standard payout charges.
For subscription-based payments, cancelling a subscription stops future billing but does not automatically refund past payments. Refunds must be initiated separately.
In cases of mid-cycle cancellation, the refund amount may be calculated on a pro-rata basis, depending on the unused portion of the billing cycle.
Customers should first contact the merchant and allow up to 7 working days for a response. If the issue remains unresolved, they can escalate the matter to Digiway by emailing disputes@digiway.com with transaction details and supporting information.
Digiway will review the case, contact the merchant if necessary, and aim to resolve the issue within 30 days, in line with RBI guidelines. If the issue remains unresolved, customers may escalate further to the RBI Ombudsman or appropriate consumer forums.
Digiway Payment Pvt Ltd
Attn: Legal Department
26C, Ram Vihar Amardeep Colony
Kaimri Road, Hisar, India – 125001
Phone: 01662-433515
Mobile: +91-8814041140
Email: info@digiwaypayment.com
Website: www.digiwaypayment.com