Refund Policy

At ONSOFT ENTERPRISES, we value the confidence you place in us, and that includes ensuring that your payments are handled responsibly. We strive to make every transaction smooth, secure, and reliable, so you can focus on enjoying our services without worry.

For the purpose of this policy, “we,” “our,” and “us” refer to ONSOFT ENTERPRISES. “You,” “your,” and “user” refer to anyone using our platform or its services.

This Refund Policy outlines the situations in which refunds may be granted, the steps to request a refund, and the roles and responsibilities of both our team and our users. By understanding this policy, you will know what to expect and how to proceed if a refund is needed.

We want to make the refund process clear and approachable, giving you peace of mind while using our services. Reading this policy carefully ensures that you are informed of your rights and the procedures involved.

Scope of the Policy

This policy is designed to provide clarity for everyone using ONSOFT ENTERPRISES. It applies to individual users, registered merchants, and business partners who utilize our payment gateway services.

The policy covers all transactions conducted through our platform, including payments made via credit or debit cards, net banking, UPI, digital wallets, and any other payment methods supported within our services.

It is important to understand that this policy does not override or replace refund policies set by individual merchants who manage their own products or services using our gateway. Those rules remain the responsibility of the merchant.

Knowing the scope of this policy helps you identify when our refund guidelines apply and when it is the merchant’s responsibility, giving you a clear understanding of your rights and what to expect during a transaction.

Eligibility for Refunds

At ONSOFT ENTERPRISES, we want you to feel confident and secure when making payments. Refunds are provided under specific conditions to ensure fairness and protect your interests.

Refunds may be considered in the following situations:

• Duplicate or incorrect payments caused by technical or processing errors.
• Transactions that fail due to technical issues or banking errors.
• Extra charges applied because of gateway errors or glitches in the merchant’s system.
• Unauthorized transactions that are reported and verified through our fraud review procedures.
• Payments made in error due to incorrect merchant information or unexpected system failures.
• Cancelled transactions that fall within the refund window specified by the merchant’s return or cancellation policy.

When a merchant is involved, ONSOFT ENTERPRISES processes the refund only after the merchant confirms the transaction is eligible and requests the payment reversal through our system.

Non-Refundable Transactions

At ONSOFT ENTERPRISES, we strive to make the refund process clear and fair, but it is equally important for you to understand which payments are not eligible for a refund. Being aware of these exceptions helps you set the right expectations before completing any transaction.

Refunds cannot be issued for service fees or setup charges paid directly to ONSOFT ENTERPRISES. Payments for services that have already been completed, such as KYC verification, onboarding, or compliance-related checks, are also non-refundable.

Any transaction that was clearly marked as non-refundable at the time of payment falls under this category. Transactions linked to fraudulent activity or violations of our platform policies are likewise excluded from refunds.

Disputes raised after the deadlines defined by regulatory bodies or payment network rules will not be considered. Claims will also not be processed if the required documentation to validate the request is not provided by the user.

By knowing these non-refundable scenarios in advance, you can make more informed decisions and avoid any unexpected issues while using our services. Understanding these guidelines ensures your experience with ONSOFT ENTERPRISES remains smooth and transparent.

Platform Fees and Deductions

When using ONSOFT ENTERPRISES, certain charges are necessary to maintain and deliver our services efficiently. These may include gateway fees, convenience charges, setup or integration costs, and fees for any additional value-added services. Understanding these fees helps you know what to expect when making transactions.

These charges are generally non-refundable, except in cases where a transaction fails due to a platform-related error. If a refund is requested because of a merchant dispute, the refunded amount may be adjusted to account for processing costs that have already been incurred.

Refund Process

At ONSOFT ENTERPRISES, we aim to make requesting a refund simple and stress-free. Following the correct steps ensures your request is reviewed quickly and accurately.

To start, contact us by sending an email to support@onsoftenterprises.com or by raising a ticket from your user dashboard. Include all relevant transaction details, such as the payment ID, date of payment, method used, amount, and a clear explanation of why you are requesting a refund. Providing supporting evidence, such as screenshots, confirmation emails, or any correspondence from the merchant, will help validate your claim.

Our support team may contact you for additional verification or documents before completing the refund process. Being prepared for this ensures there are no unnecessary delays.

Timeframe for Processing Refunds

We understand that once your refund is approved, you want the amount to appear in your account as quickly as possible. At ONSOFT ENTERPRISES, refunds are initiated within 5 to 7 business days after approval to ensure a smooth and reliable process.

The time it takes for the refunded funds to reach your account depends on factors outside our control, such as your bank, card issuer, or chosen payment method. Once the refund is initiated, you will receive a confirmation via email or SMS to keep you informed.

In some instances, delays may occur due to the bank, the payment processor, or the merchant’s own refund procedures. Knowing this helps you understand what to expect and provides clarity on when the refund should be visible in your account.

Transaction Reversal and Chargebacks

At ONSOFT ENTERPRISES, we understand that there may be occasions when a customer questions a transaction and contacts their bank or card issuer. When this happens, a chargeback process can be initiated to carefully review the dispute.

In these situations, we work closely with the merchant to resolve the matter. This may involve requesting supporting evidence or documentation from either party. If the chargeback is validated and approved, the disputed amount is returned to the customer. The merchant may be responsible for any fees or deductions associated with the chargeback.

By managing transaction reversals and chargebacks with fairness and thorough verification, we aim to protect both customers and merchants while maintaining transparency and trust throughout the process.

Taxes and Additional Fees

Understanding how taxes and extra charges affect your refund helps you stay informed about the final amount you can expect to receive. When a refund is issued, any taxes included in the original payment, such as GST or other applicable taxes, will be refunded only if the relevant tax laws permit it.

There may also be other fees to consider. Costs related to administration, payment processing, or charges from third parties could be deducted from your refund when appropriate. We make sure to clearly communicate all such adjustments in your refund confirmation so you have full transparency about any changes.

We strive to maintain a straightforward and fair refund process, ensuring you feel confident that every deduction is justified and explained with clarity.

Merchant Responsibility

When a transaction involves services provided by a merchant, the authority to approve or deny a refund primarily lies with that merchant. At ONSOFT ENTERPRISES, we act as the payment facilitator and process refunds only when authorized by the merchant, except in situations where refunds are necessary due to system errors or fraudulent transactions.

Merchants have a duty to maintain clear and accessible refund policies and to work cooperatively with us whenever a dispute or refund issue arises. Failure to uphold these responsibilities may result in withheld payments or temporary suspension of their merchant services.

We want you to feel assured that merchants are held accountable for handling refunds fairly and transparently, helping to create a trustworthy environment for everyone involved.

Policy Changes

At ONSOFT ENTERPRISES, we believe in keeping you informed about how we handle refunds. Our policies are designed to be transparent and fair, giving you confidence whenever you use our platform.

Occasionally, we may update this Refund Policy to reflect new regulations, enhancements in our services, or shifts in standard industry practices. Each time a change is made, it will be clearly displayed on this page along with an updated “Last Updated” date so you can always know which version applies.

By continuing to engage with our platform after these updates, you are confirming your understanding and acceptance of the revised terms. We encourage you to review this page periodically so you remain aware of any changes, ensuring your experience with us is smooth and trustworthy.

Contact Information

We understand that navigating refunds can sometimes raise questions, and we want you to feel fully supported. At ONSOFT ENTERPRISES, your peace of mind is important to us, and we are here to guide you every step of the way.

If you need clarification, have inquiries, or require assistance regarding refunds, please reach out directly at support@onsoftenterprises.com. Our dedicated team is committed to providing prompt and clear support so your concerns are resolved efficiently.