Refund Policy

1. What this covers

Cashvya is the payment gateway, not the seller. This page explains the two different things people mean by "refund":

• A refund for something you bought from a business that uses Cashvya. That refund is owed and issued by that business, under its own refund policy.
• Cashvya's own platform fees, charged to merchants. Section 6 covers those.

2. If you paid a business through Cashvya

Keep these to hand, because they let the seller find your payment in seconds:

• the UPI reference number (UTR) from your bank or UPI app;
• the amount and the date and time;
• the order reference on your receipt.

If the seller does not respond within a reasonable time, write to [email protected] with those details. We can confirm whether the payment reached the seller and pass your complaint on. We cannot force a seller to refund you, and we cannot refund you from our own funds for goods or services we did not sell.

3. How a refund is actually paid

Cashvya does not currently provide an automated refund that reverses the original UPI payment. A merchant issues a refund by sending the money back to the customer directly, usually by UPI transfer to the account the customer paid from.

Practical consequences:

• A refund arrives as a separate credit, not as a reversal of the original entry on your statement.
• The platform fee on the original payment is not automatically reversed — see section 6.
• Merchants should record refunds in their own books, because Cashvya's transaction list shows the payment it observed, not the refund the merchant sent.

4. Payments that failed, expired or were cancelled

If a payment shows as FAILED, EXPIRED or CANCELLED, in almost every case no money left your account, and there is nothing to refund. You can simply try again.

If your bank debited you but Cashvya shows the payment as failed, the money is with the bank or the UPI network, not with the merchant or with Cashvya. Banks normally auto-reverse such a debit within 3 to 5 working days. If it has been longer:

1. Raise it with your bank or UPI app, quoting the UTR — they hold the funds.
2. Email [email protected] with the UTR and we will confirm in writing whether we ever received that payment, which is what your bank will ask for.

5. Duplicate payments

Cashvya attaches your order reference to each payment and treats a repeat request for the same order as the same payment, which prevents most accidental double charges.

If you were genuinely charged twice — two different UPI reference numbers for one order — contact the merchant with both UTRs. The duplicate should be returned to you in full. Email us if the merchant does not act on it.

6. Cashvya platform fees (merchants)

The platform fee is charged on each successful payment and deducted before settlement.

• The fee is not charged on payments that failed, expired or were cancelled, because it only applies to successful ones.
• If you refund a customer, the fee on the original payment is not automatically returned to you. Where a refund was issued because of a genuine Cashvya error, write to us and we will credit the fee.
• If you believe a fee was miscalculated, raise it within 30 days of the settlement with the settlement date and amount, and we will investigate and correct it.

There are no setup or monthly fees to refund.

7. Timelines

8. Escalation and contact

Questions about this page, or a request about your data, go to [email protected]. We aim to reply within 5 working days.