FINZOOPAY SOLUTIONS LLP

1. PURPOSE

This Policy establishes transparent and controlled processes for transaction cancellation, refunds, reversals and related customer requests handled by FINZOOPAY SOLUTIONS LLP.

2. OBJECTIVES

• Provide clear and consistent refund and cancellation processes.
• Prevent duplicate, fraudulent or unauthorised refunds.
• Maintain transaction and financial reconciliation.
• Coordinate refunds with payment and processing partners.
• Provide appropriate customer communication and records.

3. SCOPE

This Policy applies to relevant customer transactions, payments, gift cards, gift vouchers, cancellations, refunds, reversals, failed transactions and related services offered or supported by the Company.

4. TRANSACTION STATUS

Transactions may be classified, as applicable, as successful, pending, failed, cancelled, reversed, refunded, partially refunded, disputed or chargeback-related. The applicable status shall be determined from system and partner records.

5. CANCELLATION

A customer may request cancellation where cancellation is permitted by the applicable product or service terms. Cancellation may not be available after fulfilment, activation, redemption or settlement where applicable.

6. REFUND ELIGIBILITY

Refund eligibility shall depend on transaction status, product terms, cancellation conditions, applicable law, partner rules and the reason for the request.

7. REFUND TYPES

• Full refund
• Partial refund
• Automatic reversal for failed transactions
• Partner-initiated refund
• Chargeback-related adjustment
• Goodwill refund where specifically approved

8. REFUND REQUEST PROCESS

Refund requests shall be recorded with appropriate transaction references, customer information, reason, supporting evidence and requested amount. Verification may be performed before processing.

9. REFUND AUTHORISATION

Refunds shall be processed through authorised systems and personnel. Higher-value, exceptional or unusual refunds may require additional approval according to internal controls.

10. REFUND METHOD

Where feasible, refunds should be returned through the original payment method or another permitted method consistent with applicable partner rules and transaction records.

11. REFUND TIMELINES

The time required for a refund may depend on the payment method, bank, gateway, processor or other partner. Customers shall be informed of expected processing conditions where appropriate.

12. FAILED TRANSACTIONS

For failed or incomplete transactions where funds have been debited, the Company shall coordinate with relevant payment partners and reconciliation processes to determine whether an automatic or manual reversal/refund is required.

13. DUPLICATE TRANSACTIONS

Duplicate transactions shall be investigated against transaction references and settlement records. Confirmed duplicates may be refunded or reversed subject to applicable controls.

14. FRAUDULENT REFUND REQUESTS

Suspicious or potentially fraudulent refund claims may be restricted, escalated or investigated under the Company's Fraud Prevention & Transaction Monitoring Policy.

15. UNAUTHORISED TRANSACTION

Reports of unauthorised transactions shall be handled under the Customer Grievance, Dispute, Chargeback & Unauthorised Transaction Policy and relevant fraud/security procedures.

16. GIFT CARD / VOUCHER REFUNDS

Gift-card and voucher refunds, cancellations or reversals shall follow the specific product terms and may be restricted after activation, redemption or transfer where permitted.

17. CHARGEBACK INTERACTION

Where a chargeback has been initiated, duplicate refund or adjustment shall be avoided through transaction reconciliation and coordination with the relevant payment partner.

18. RECONCILIATION

All material refunds, reversals and cancellations shall be reconciled with payment, settlement and transaction records to identify duplicate or incomplete processing.

19. CUSTOMER COMMUNICATION

Customers shall receive appropriate information regarding request status, approval or rejection, expected processing and any information required to complete the request.

20. REFUND REJECTION

A refund may be declined where the transaction is not eligible, required verification is not completed, the request is inconsistent with applicable terms, or fraud/abuse indicators are identified. The customer shall receive an appropriate explanation where permitted.

21. MANAGEMENT REPORTING

• Refund volumes and values
• Cancellation volumes
• Failed transaction reversals
• Duplicate transactions
• Refund exceptions
• Refund fraud indicators
• Outstanding refund cases
• Material customer escalations

22. RECORD KEEPING

Refund and cancellation records shall include transaction references, request details, approval, processing status, communications and reconciliation evidence and shall be retained according to applicable requirements.

23. THIRD-PARTY COORDINATION

Where refunds depend on banks, payment gateways, processors, merchants or other partners, the Company shall coordinate with the relevant party and track the refund to appropriate completion.

24. CUSTOMER DATA PROTECTION

Customer and transaction information used in refund processing shall be protected in accordance with the Company's Data Protection, Privacy, Retention & Record-Keeping Policy.

25. EXCEPTIONS

Exceptional refunds or cancellations shall be documented and approved by authorised personnel. Exceptions shall not override mandatory legal, regulatory or contractual requirements.

26. RESPONSIBILITY MATRIX

27. REVIEW & AMENDMENT

This Policy shall be reviewed at least annually and following material changes in products, payment methods, refund arrangements, partner requirements or applicable law.

28. APPROVAL