Refund & Cancellation Policy

Last updated: 21 July 2026

1. Nature of transactions

XORPAY is a business-to-business payment enablement platform. Transactions processed on XORPAY are settlements from a customer to a bank account nominated by the retail agent. Once a transaction is authorized by the issuing bank and the funds are credited to the agent's wallet, it is considered final.

2. Failed transactions

If a payment is debited from the customer's card but not credited to the agent's wallet due to a technical failure, the amount will be auto-reversed by the acquiring bank to the customer's card within 5–7 business days. No manual refund request is required.

3. Cancellation of pending transactions

A transaction can only be cancelled before the customer completes the payment on the hosted checkout. Once authorization is complete, cancellation is not possible.

4. Payouts

Bank payouts initiated from an agent's wallet are irrevocable once accepted by the payout partner. If a payout fails (invalid IFSC, closed account, beneficiary bank rejection), the amount along with the applicable payout charge is automatically reversed to the wallet within 24–48 hours.

5. Chargebacks

Where a customer raises a chargeback with the card-issuing bank, the disputed amount will be debited from the agent's wallet along with any chargeback fees levied by the acquirer. Agents are required to co-operate in the dispute resolution process by providing transaction proof (customer consent, invoice, KYC).

6. Refund of platform fees

Platform charges (percentage on acceptance and flat payout fee) are non-refundable once a transaction is authorized, except in cases of proven duplicate charging by the platform, in which case the excess amount will be credited back to the wallet within 7 business days.

7. How to raise a refund request

Email support@xorpay.online with the XORPAY reference ID, PG reference ID, transaction date, amount and reason. Our team will respond within 48 business hours and resolve eligible requests within 7–10 business days.

8. Contact

Support: support@xorpay.online · Grievance Officer: grievance@xorpay.online