Refund Policy

2. Refund Eligibility

A refund request may be considered where one or more of the following circumstances apply:

• A payment was successfully debited but the corresponding order was not created or confirmed.
• The same order amount was charged more than once.
• A payment was processed for an order that was cancelled in accordance with the applicable terms.
• The purchased service was not provided as contractually agreed.
• The service materially differs from its disclosed description, subject to applicable law.
• A refund is required under applicable consumer protection or other legal provisions.
• A payment was made without authorization and is confirmed through the appropriate investigation.

Every request will be reviewed on its individual facts, the applicable service agreement, payment records and relevant legal requirements.

3. General Refund Conditions

Refund decisions will be based on the following principles:

• The payment must be identifiable through available transaction records.
• The relevant order, plan or service must be identified.
• The reason for requesting a refund must be explained.
• Relevant payment provider records may be checked.
• Applicable contractual and statutory rights must be considered.
• Any permitted deduction must have a valid contractual and legal basis and must be disclosed.

A refund must not be denied merely because the customer has contacted support through email or another permitted communication channel.

4. Failed or Pending Payments

A payment may sometimes be debited from a customer’s account even when the website does not immediately receive a successful confirmation.

Such transactions may appear as pending, failed, processing or incomplete.

MONEYBACK will investigate the transaction using available payment gateway records.

• If the transaction is confirmed as successful, the corresponding order status will be reviewed.
• If the transaction is confirmed as failed and the amount was debited, the applicable reversal or refund procedure will be followed.
• If the transaction remains pending, its status should be checked with the payment provider before taking further action.
• A second payment should not be made merely because the first payment confirmation is delayed.

5. Duplicate Payments

If a customer is charged more than once for the same order or service, the additional payment will be investigated.

Once the duplicate transaction is confirmed, the excess amount will be handled through the appropriate refund or reversal process.

Customers should provide both transaction references, where available, to help identify the duplicate payment.

6. Order Cancellation and Refunds

Customers may request cancellation according to the applicable Cancellation Policy and the service agreement.

Where cancellation makes a customer eligible for a refund, the request will be processed in accordance with the applicable conditions.

• Cancellation requests must identify the relevant order or transaction.
• The cancellation status must be recorded.
• Any applicable refund calculation must be explained to the customer.
• Any legally required refund must be provided within the applicable period.

Please read our Cancellation Policy for further information.

7. Situations Where a Refund May Not Be Available

Subject to statutory rights and the actual service agreement, a refund may not be available in situations such as:

• The customer has received the contracted service in full and no refund right applies.
• The customer changes their mind after a lawful and properly disclosed non-refundable service has been fully performed, where permitted by law.
• The request relates to a service or transaction that was never purchased from MONEYBACK.
• The customer has submitted an incorrect or unrelated transaction reference and the payment cannot be identified after reasonable investigation.

8. How to Request a Refund

Customers can submit a refund request through the official MONEYBACK support email.

Follow these steps:

Suggested Email Subject

Refund Request – MONEYBACK – Order ID [Your Order ID]

9. Information Required for a Refund Request

To help us identify and investigate your transaction, please provide:

• Customer name.
• Registered mobile number or account ID.
• Registered email address, if available.
• Order ID or plan reference.
• Payment gateway transaction ID.
• Payment date and amount.
• Reason for requesting the refund.
• Relevant supporting payment evidence, if necessary.

10. Refund Review and Processing Time

Refund requests will be reviewed as promptly as reasonably possible. The time required may depend on transaction verification, payment provider procedures, the nature of the complaint and applicable law.

Any published processing commitment must reflect the actual payment provider arrangements and applicable legal deadlines. A bank or payment provider may require additional time after a refund is initiated.

11. Refund Method

Where a refund is approved, it will ordinarily be processed through the original payment method or another legally permitted method after appropriate verification.

• Card payments may be refunded through the relevant card payment channel.
• UPI payments may be reversed or refunded through the relevant UPI payment channel.
• Net banking payments may be refunded through the applicable banking route.
• Other payment methods will follow their applicable provider procedures.

Refunds must not be redirected to an unrelated third party without appropriate verification and a lawful basis.

12. Refund Status and Customer Updates

Customers may contact our support team to request an update on an existing refund request.

Where available, the customer may be provided with:

• Refund request reference.
• Current review status.
• Refund approval or rejection decision.
• Payment provider refund reference.
• Additional information required to resolve the request.

A refund must not be shown as successfully completed merely because a request has been approved or submitted. The actual payment status must be verified.

13. Refund Disputes and Escalation

If a customer disagrees with a refund decision, they may request a further review by explaining the reason for their disagreement and providing relevant information.

If the matter remains unresolved, customers may use the grievance mechanism or other remedies available under applicable law.

Customers retain the right to approach the appropriate consumer authority, payment provider or competent legal forum where applicable.

14. Fraud Prevention and Unauthorized Payments

MONEYBACK may verify a refund request to protect customers and prevent fraudulent claims.

• Account ownership may be verified.
• Transaction references may be checked with the payment provider.
• Duplicate or suspicious requests may be investigated.
• Relevant records may be retained for legitimate legal and security purposes.

If you believe a payment was made without your authorization, contact your bank or payment provider immediately and inform MONEYBACK through the official support email.

Do not share OTPs, passwords, UPI PINs or card security codes with anyone claiming to process your refund.

15. Customer Rights

This policy is intended to explain the refund procedure, not to limit the legal rights of customers.

• Customers may raise genuine payment complaints.
• Customers may request correction of incorrect transaction records.
• Customers may receive information about their refund request.
• Customers may exercise statutory consumer rights.
• Customers may approach competent authorities where legally entitled.

Any contractual restriction that conflicts with mandatory applicable law will not override that law.

16. Changes to This Refund Policy

MONEYBACK may update this policy to reflect changes in its services, payment procedures, operational arrangements or legal requirements.

The revised version will display an appropriate effective date. Changes will not retrospectively remove accrued customer rights or existing legal obligations.

Customers are encouraged to review this page before making a new purchase.

17. Contact MONEYBACK for Refund Support

For refund enquiries, duplicate payment complaints, failed transactions or payment-related questions, contact our official support email.

Official Email: moneybacklive@gmail.com

Website:

Home

Please include the order ID and payment transaction reference where available.