Refund & Cancellation Policy

Last updated: April 19, 2026

This Refund & Cancellation Policy applies to all transactions processed through the NexraPay payment gateway operated by Nexra Corppe Private Limited. This policy is in compliance with RBI's Guidelines on Regulation of Payment Aggregators and Payment Gateways.

1. Scope

NexraPay acts as a payment aggregator and facilitates the processing of payments between customers and merchants. Refunds are initiated by the respective merchant and processed through our platform.

2. Refund Eligibility

  • Failed Transactions: If money is debited from the customer's account but the transaction fails, the amount will be automatically refunded within 5-7 business days.
  • Duplicate Payments: If a customer is charged multiple times for the same transaction, the duplicate amount will be refunded upon verification.
  • Merchant-Initiated Refunds: Refunds initiated by the merchant as per their own refund policy will be processed within the timelines specified below.
  • Disputed Transactions: Chargebacks and disputes are handled as per the card network and bank policies.

3. Refund Timelines

Refund processing times depend on the original payment method:

  • UPI: 1–3 business days
  • Debit/Credit Cards: 5–7 business days
  • Net Banking: 5–7 business days
  • Wallets: 1–3 business days
  • AEPS: 3–5 business days

Note: Actual credit to the customer's account may take additional time depending on their bank's processing schedules.

4. Cancellation Policy

a) For Service Subscriptions

  • Merchants may cancel their NexraPay subscription at any time through the dashboard.
  • Cancellation will take effect at the end of the current billing cycle.
  • No pro-rata refunds are provided for the unused portion of a billing period.
  • Pending settlements will be processed within 7 business days of cancellation.

b) For Individual Transactions

  • Transactions cannot be cancelled once successfully processed.
  • Customers must contact the respective merchant for order cancellations.
  • Merchants can initiate refunds via the NexraPay dashboard or API.

5. Non-Refundable Charges

  • Transaction processing fees (MDR) charged by NexraPay
  • GST on service charges
  • Account setup or integration fees
  • Chargeback processing fees

6. How to Request a Refund

  • Customers: Contact the merchant from whom you made the purchase. If the merchant is unresponsive for more than 15 days, escalate to NexraPay at grievance@nexrapay.nexralink.com
  • Merchants: Initiate refunds from your NexraPay Dashboard → Transactions → Select Transaction → Refund

7. Disputes & Chargebacks

  • Chargebacks raised by customers through their banks are handled per card network rules (Visa, Mastercard, RuPay).
  • Merchants will be notified of chargebacks and given 7 days to provide evidence.
  • Chargeback amounts may be deducted from pending settlements.
  • A chargeback fee of ₹200-₹500 may be applied per chargeback event.

8. Contact for Refund Queries

  • Email: support@nexrapay.nexralink.com
  • Phone: +91 62011 47648
  • Response Time: Within 24 hours on business days