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Introduction

At Prismera Technologies, our priority is to ensure secure, smooth, and dependable payment processing solutions. This Refund Policy explains when refunds can be issued, the procedures required for making a claim, and the duties of both users and merchants. Please review this document thoroughly to understand your rights and responsibilities when seeking refunds through our system.

Scope of the Policy

This policy applies to everyone using Prismera Technologies, including consumers, partnered merchants, and business collaborators who access our payment services. It governs all transactions carried out via our platform, covering credit or debit card transactions, internet banking, UPI transfers, wallet payments, and other linked payment channels. Refund practices of merchants who utilize our gateway for their own offerings are not governed by this document.

Eligibility for Refunds

Refunds may only be applicable under the following circumstances:

• Payments made multiple times or incorrectly due to technical faults.
• Failed transactions resulting from banking or system errors.
• Excess charges caused by platform or merchant system malfunctions.
• Unauthorized activity that is confirmed under our fraud-check procedures.
• Mistaken payments linked to incorrect merchant data or platform issues.
• Cancelled transactions that fall within the merchant’s stated refund period.

For merchant-related transactions, Prismera Technologies will initiate a refund solely once the merchant validates the claim and instructs us to proceed.

Non-Refundable Transactions

Refunds will not be processed for the following:

• Service fees or onboarding costs already paid to Prismera Technologies.
• Completed services such as compliance verification or KYC checks.
• Payments marked as non-refundable during the payment process.
• Transactions linked to fraudulent intent or violation of our terms.
• Claims submitted after the deadline established by law or networks.
• Situations where the claimant fails to provide required evidence.

Platform Fees and Deductions

Certain charges by Prismera Technologies, including gateway fees, convenience fees, or integration costs, cannot be refunded unless the issue arises due to an internal system failure. In cases involving disputes, processing costs already incurred may be subtracted from the refund.

Refund Process

To request a refund, users must:

1. Contact us by email at info@prismeratechnologies.com or raise a support ticket on the dashboard.
2. Share details such as payment ID, date, payment mode, transaction amount, and explanation for the claim.
3. Provide proof like screenshots, merchant communication, or confirmation emails.
4. Respond promptly to any further verification requested by our support team.

Timeframe for Processing Refunds

Refunds approved by us will be initiated within 5–7 business days. The exact timeline for receiving funds depends on the customer’s bank, card issuer, or chosen payment method and lies outside our control. Email or SMS updates will be provided once processing starts. Please note that delays may occur based on bank or merchant timelines.

Transaction Reversal and Chargebacks

If a customer raises a dispute with their financial institution, a chargeback may follow. Prismera Technologies will collaborate with the merchant to resolve the matter and may request supporting evidence. Approved chargebacks will result in refunds, and merchants may bear related deductions or penalty fees.

Taxes and Additional Fees

Refund of any taxes (such as GST) will be permitted only if legally allowed. Administrative, third-party, or service-related charges may be deducted and will be mentioned clearly in the refund confirmation.

Merchant Responsibility

Where merchant services are involved, the decision to confirm or reject a refund lies with the merchant. Prismera Technologies only facilitates payments and carries out refunds after merchant confirmation, except when refunds are due to fraud or platform issues. Merchants must maintain transparent refund policies and cooperate in refund processes. Failure to comply may result in withheld payments or suspension of services.

Policy Changes

Prismera Technologies may amend this Refund Policy occasionally to align with updated laws, service improvements, or industry practices. Changes will be posted here with a revised “Last Updated” date. Continued usage indicates acceptance of updates.

Contact Information

For support, clarifications, or refund-related questions, users can reach us at info@prismeratechnologies.com