Refund Policy

1. Overview

This Refund Policy outlines the conditions under which Rogerpay Technologies ("Company," "we," "us," or "our") will process refunds for payments made through our platform. At Rogerpay, we strive to ensure customer satisfaction while maintaining fair business practices. This policy applies to all transactions processed through Rogerpay.

2. Types of Refunds

2.1 Merchant-Initiated Refunds

These are refunds initiated by the merchant through the Rogerpay dashboard for legitimate reasons such as:

• Customer request for refund
• Product return or cancellation
• Service cancellation
• Duplicate transaction
• Partial refund for partial service

2.2 Customer-Initiated Chargebacks

Chargebacks are customer disputes filed with their card issuer. Rogerpay will investigate and respond to all chargeback claims according to card network rules and this policy.

2.3 Rogerpay-Initiated Refunds

We may initiate refunds for:

• Failed or incomplete transactions
• System errors or platform issues
• Unauthorized transactions
• Fraudulent activity
• Service credits or promotional adjustments

3. Refund Eligibility and Timeline

Refund Type	Timeline	Processing Time	Conditions
Merchant-Initiated	Within 180 days of transaction	5-10 business days	No chargeback filed
Duplicate Payment	Within 90 days	3-5 business days	Clear evidence of duplication
Failed Transaction	Immediate	1-2 business days	System confirmed failure
Chargeback	Within card network limits	30-90 days	Pending investigation
Service Credits	As per agreement	Varies	Service interruption verified

3.1 Refund Window

Most refunds must be requested within 180 days of the original transaction. Requests submitted after this period may be denied. However, we reserve the right to process refunds outside this window at our discretion in cases of legitimate disputes or errors.

3.2 Processing Time

Once a refund is approved and initiated, it typically takes 5-10 business days to appear in the customer's account, depending on their financial institution. Some banks may take longer to process the credit.

4. Merchant Refund Requests

4.1 How to Request a Refund

Merchants can request refunds through their Rogerpay dashboard:

1. Log in to your Rogerpay merchant account
2. Navigate to "Transactions" or "Payment History"
3. Select the transaction to be refunded
4. Click "Request Refund" and provide details
5. Submit the refund request for processing

4.2 Refund Approval Requirements

To be eligible for a refund, the following conditions must be met:

• The transaction must have been successfully processed
• The refund must be requested by the merchant who processed the payment
• The refund amount must not exceed the original transaction amount
• No chargeback dispute should be pending on the transaction
• The transaction should not be subject to legal hold or investigation

4.3 Partial Refunds

Merchants can process partial refunds for a portion of the original transaction amount. Partial refunds do not require special authorization but must be clearly documented for customer records.

5. Chargeback Policy

5.1 What is a Chargeback?

A chargeback occurs when a customer disputes a transaction with their card issuer rather than requesting a refund from the merchant. Card networks (Visa, Mastercard, etc.) then investigate the dispute.

5.2 Chargeback Reasons

Common chargeback reasons include:

• Unauthorized transaction (customer claims they didn't authorize the charge)
• Product/Service not received
• Product/Service not as described
• Duplicate processing
• Credit not processed
• Fraudulent transaction

5.3 Chargeback Response Process

When a chargeback is filed:

1. Rogerpay notifies the merchant within 24 hours
2. Merchant has 7 days to provide evidence supporting the transaction
3. Rogerpay submits the response to the card network
4. Card network issues a final determination (10-15 days)
5. If merchants loses, the chargeback fee is deducted from the account

5.4 Chargeback Fees

Each chargeback incurs a processing fee of $15.00 USD (or equivalent in local currency). This fee is deducted from your Rogerpay account regardless of the chargeback outcome.

5.5 Excessive Chargeback Policy

Merchants with chargeback rates exceeding 1% of total monthly transactions may be subject to:

• Additional monitoring and restrictions
• Increased reserve requirements
• Account suspension or termination
• Placement on industry monitoring lists

6. Non-Refundable Transactions

• Subscription Fees: Monthly or annual subscription charges are non-refundable unless cancelled within the trial period
• Service Fees: Rogerpay processing fees and transaction charges are non-refundable once applied
• Virtual Services: Digital goods, downloads, software licenses, and instantly delivered digital content
• Completed Services: Completed professional services, consulting, or support services
• Forex/Cryptocurrency Transactions: Due to volatile nature and immediate execution
• Penalty Payments: Fines, penalties, or court-ordered payments

6.1 Exceptions

In exceptional cases, we may consider refunds for non-refundable items if:

• The service was not provided due to Rogerpay error
• The customer was charged multiple times due to system failure
• The transaction was fraudulent or unauthorized
• The transaction violates this refund policy

7. Fraud and Unauthorized Transactions

7.1 Reporting Fraud

If you believe a transaction is fraudulent or unauthorized:

1. Contact us immediately at fraud@rogerpay.in
2. Provide transaction details and evidence of fraud
3. File a report with your financial institution
4. Preserve all communication evidence

7.2 Fraud Investigation

We will investigate all fraud claims and:

• Review transaction logs and authentication records
• Analyze IP addresses, device information, and behavioral patterns
• Contact the merchant for additional information
• Work with card networks and financial institutions

7.3 Fraud Refund Processing

If fraud is confirmed, we will process a full refund to the customer and may pursue recovery from the responsible party. Confirmed fraudulent merchants may face account suspension or termination.

8. Account Credit vs. Refund

8.1 Account Credits

In some cases, we may issue refunds as account credits rather than direct refunds to the original payment method:

• For service credits or promotional adjustments
• For merchant account balance corrections
• For transaction reversals due to duplicate processing

8.2 Credit Expiration

Account credits may have expiration dates as specified at the time of issuance. Unused credits that expire are forfeited and cannot be refunded.

9. Refund Method and Destination

9.1 Refund to Original Payment Method

All refunds will be processed back to the original payment method (credit card, debit card, or bank account) used for the transaction. We cannot transfer refunds to different accounts without additional verification.

9.2 International Refunds

For international transactions, refunds may be subject to:

• Currency conversion fees and exchange rate fluctuations
• International wire transfer fees
• Longer processing times (10-15 business days)
• Import duties or taxes in the receiving country

9.3 Refund Verification

Customers should verify their refund receipt with their financial institution. We provide refund confirmation via email, but we are not responsible for delays caused by financial institutions.

10. Special Circumstances

10.1 Subscription Cancellations

For monthly or annual subscription plans:

• Free trial period cancellations: Full refund if cancelled within trial period
• Monthly subscriptions: No refund for the current billing cycle; cancellation takes effect next cycle
• Annual subscriptions: Refund prorated based on unused time (minus processing fee)

10.2 Settlement Holds

Refunds for transactions held in settlement reserves may be delayed until the hold period expires or settlement is complete.

10.3 Account Disputes

If refund requests are subject to ongoing disputes or legal proceedings, refunds may be held pending resolution. Rogerpay will notify the customer of any such holds and expected timeline.

11. Denial of Refund Requests

11.1 Refund May Be Denied If:

• The refund request is outside the 180-day window
• The transaction shows evidence of authorization and delivery
• The transaction is subject to legal investigation or hold
• The refund has already been processed
• The merchant has engaged in fraudulent activity
• A chargeback dispute is pending on the same transaction
• The request lacks sufficient documentation or evidence

11.2 Appeal Process

If a refund request is denied, the customer or merchant may appeal by:

1. Submitting additional evidence or documentation
2. Providing a detailed explanation of their claim
3. Contacting our support team at support@rogerpay.in
4. Allowing 10-15 business days for review and response

12. Policy Changes and Updates

Rogerpay reserves the right to modify this Refund Policy at any time. We will notify users of material changes by posting the updated policy on this page and updating the "Last Updated" date. Continued use of Rogerpay services constitutes acceptance of the revised policy.