Refund Policy

Last updated: March 17, 2026  |  Our commitment to fair and transparent refund handling.

Overview

XenoraPay is a service-based platform. All payments made through our platform are for access to specific digital services. As a general policy, payments are non-refundable once the service has been delivered or accessed.

However, we recognize that technical failures and processing errors can occur. In such cases, we are committed to investigating promptly and issuing refunds where they are justified.

✓ Eligible for Refund

  • Payment debited but service not activated due to technical failure
  • Duplicate payment processed for the same transaction
  • Payment gateway error resulting in incorrect charge
  • Unauthorized transaction reported within 24 hours
  • System downtime causing failed service delivery

✗ Not Eligible for Refund

  • Successfully delivered and accessed digital services
  • Wallet top-up already utilized on the platform
  • Change of mind after service activation
  • Violation of Terms resulting in account suspension
  • Requests made beyond the 7-day refund window

Refund Process

If you believe you are eligible for a refund, here is how the process works:

1

Submit Refund Request

Contact us at support@xenorapay.in within 7 days of the transaction. Include your registered email, transaction ID, amount, and a description of the issue.

2

Investigation (3–5 Business Days)

Our team will review your request, verify the transaction records, and investigate whether the refund criteria are met. We may request additional documentation.

3

Decision & Notification

We will notify you of our decision via email. If approved, we will inform you of the refund amount and method. If declined, we will provide a clear reason.

4

Refund Processed (5–7 Business Days)

Approved refunds are credited back to the original payment instrument. UPI refunds typically complete within 2–3 business days; card refunds may take 5–7 business days depending on your bank.

Refund Methods

Refunds are processed to the original payment source used at the time of transaction:

  • UPI Payments: Refunded to the originating UPI ID within 2–3 business days.
  • Debit/Credit Card: Refunded to the original card. May take 5–7 business days to reflect depending on the issuing bank.
  • Net Banking: Refunded to the source bank account within 3–5 business days.
  • Platform Wallet Credit: In some cases, refunds may be issued as wallet credits at our discretion, subject to user acceptance.

Chargebacks

If you initiate a chargeback with your bank without first contacting XenoraPay, we reserve the right to suspend your account pending investigation. We encourage users to contact our support team first, as most issues can be resolved directly without a chargeback.

Contact for Refunds

To initiate a refund request or for any payment-related queries, please contact:

  • Email: support@xenorapay.in
  • Phone: +91 99999 99999
  • Support Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST

Please have your transaction ID and registered email address ready when contacting us.