Return and Cancellation Policy

1. Introduction

This Return and Cancellation Policy explains the terms and conditions regarding refunds, returns, and cancellations for services provided by BAGUVIX TECHNOLOGIES PRIVATE LIMITED ("TreatyPay"). As a payment processing platform, our services are digital in nature, and this policy addresses various scenarios where returns or cancellations may apply.

2. Scope of Policy

This policy covers:

• TreatyPay service subscriptions and fees
• Transaction processing charges
• Setup and onboarding fees
• Add-on services and features
• Third-party integration costs
• Training and consultation services

3. Service Categories and Return Eligibility

3.1 Subscription Services

Monthly Subscriptions:

• Cancellation allowed at any time during the billing cycle
• No refund for unused portion of the current month
• Service continues until the end of the paid period
• No automatic renewal after cancellation

Annual Subscriptions:

• 30-day refund period from the start date
• Pro-rated refund for unused months after 30 days (minus 20% processing fee)
• Minimum 3-month usage required for partial refunds
• No refund in the last quarter of the subscription

3.2 Transaction Processing Fees

• Non-refundable: Transaction processing fees once payment is successfully processed
• Refundable: Fees for failed transactions due to system errors
• Adjustment: Incorrect fee calculations will be adjusted in next settlement

3.3 Setup and Onboarding Fees

• 7-day cooling-off period: Full refund if account is not activated
• Partial refund: 50% refund if cancellation within 15 days and minimal usage
• No refund: After 30 days or substantial platform usage

4. Cancellation Procedures

4.1 Self-Service Cancellation

For eligible services, you can cancel through:

• TreatyPay dashboard account settings
• Subscription management portal
• Mobile app settings (if applicable)

4.2 Assisted Cancellation

For complex cancellations, contact our support team:

• Email: support@treatypay.in
• Phone: +91 9535949494
• Support portal ticket
• Live chat during business hours

4.3 Required Information for Cancellation

• Account holder name and registered email
• TreatyPay account ID or merchant ID
• Reason for cancellation
• Effective cancellation date preference
• Outstanding transaction details (if any)

5. Refund Process and Timeline

5.1 Refund Processing Steps

• Request Submission: Submit refund request with required documentation
• Review Process: 3-5 business days for initial review
• Approval Decision: Notification within 7 business days
• Refund Processing: 7-10 business days for approved refunds
• Confirmation: Email confirmation once refund is processed

5.2 Refund Methods

• Original Payment Method: Credit/debit card, bank transfer
• Bank Transfer: For cash/cheque payments (may incur transfer charges)
• TreatyPay Wallet Credit: Instant credit for future services (if requested)

6. Non-Refundable Items and Services

6.1 Permanently Non-Refundable

• Successfully processed transaction fees
• Third-party payment gateway charges
• Regulatory compliance fees
• Chargeback and dispute handling fees
• Express setup or priority service charges
• Custom development or integration work

6.2 Conditionally Non-Refundable

• Services used beyond 30 days (subject to terms)
• Violated terms of service or policy breaches
• Fraudulent account activities
• Services with high usage patterns

7. Special Circumstances and Exceptions

7.1 Technical Issues

Refunds may be considered for:

• Extended service downtime beyond SLA commitments
• Critical system failures affecting business operations
• Data loss or corruption due to platform issues
• Integration failures due to undocumented API changes

7.2 Service Changes

• Major feature discontinuation affecting core functionality
• Significant price increases during contract period
• Changes in service terms that materially affect usage

7.3 Force Majeure Events

• Natural disasters affecting service delivery
• Government restrictions or regulatory changes
• Banking system failures beyond our control
• Cybersecurity incidents requiring service suspension

8. Merchant Responsibilities During Cancellation

8.1 Outstanding Obligations

• Complete processing of pending transactions
• Resolve any outstanding chargebacks or disputes
• Update customers about payment method changes
• Ensure all recurring payments are properly migrated
• Clear any outstanding dues or fees

8.2 Data and Integration Management

• Export transaction history and reports
• Update website payment integrations
• Inform customers of alternative payment methods
• Remove TreatyPay branding and references

9. Cooling-Off Period for New Accounts

9.1 7-Day Cooling-Off Period

New merchants have 7 days to:

• Cancel their account without penalty
• Receive full refund of setup fees
• Test platform features and integration
• Evaluate service quality and support

9.2 Conditions for Cooling-Off Period

• Less than ₹10,000 in transaction volume processed
• No more than 20 individual transactions
• Account created less than 7 days ago
• No policy violations or suspicious activities

10. Dispute Resolution for Refund Requests

10.1 Internal Review Process

• First Level: Customer support team review
• Second Level: Senior management evaluation
• Third Level: Executive committee decision

10.2 External Mediation

If internal resolution fails, disputes may be referred to:

• Independent mediation services
• Industry arbitration panels
• Consumer protection forums
• Banking ombudsman (for payment-related issues)

11. Impact on Credit and Future Services

11.1 Account Standing

• Proper cancellations do not affect future applications
• Policy violations may impact eligibility for new accounts
• Outstanding dues must be cleared for future services
• Positive account history may qualify for expedited re-onboarding

11.2 Reference and Recommendation

• Merchants in good standing receive completion certificates
• Service references available for business applications
• Transaction history exports for accounting purposes

12. Modifications to This Policy

We reserve the right to modify this policy with appropriate notice:

• 30 days advance notice for major changes
• Email notifications to all active merchants
• Website announcements and dashboard notifications
• Option to cancel services if disagreeing with changes

13. Contact Information for Returns and Cancellations

For return and cancellation requests:

Last updated: May 10, 2025