Introduction

At asterionix, we prioritize secure and dependable payment processing for all users. This Refund Policy explains when refunds are eligible, the process for requesting them, and the responsibilities of both merchants and end-users. Please read carefully to understand your rights and obligations when requesting refunds through our platform.

Scope of the Policy

This policy applies to all users of asterionix, including individual consumers, registered merchants, and business partners using our Payment Solutions services. It covers transactions made via credit/debit cards, net banking, UPI, wallets, and other integrated payment methods on our platform.

This policy does not govern individual merchant refund policies for products or services sold through the gateway.

Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Duplicate or accidental payments caused by technical or processing errors.
• Failed transactions due to banking errors or technical issues.
• Overpayments resulting from merchant or gateway system errors.
• Unauthorized transactions confirmed through our fraud detection process.
• Payments made in error due to incorrect merchant information or system glitches.
• Cancellations within the merchant’s allowed refund period, according to their return or cancellation policy.

For merchant-related transactions, asterionix will only process refunds after the merchant confirms eligibility and initiates the request.

Non-Refundable Transactions

The following payments are not eligible for refunds:

• Service or setup fees charged by asterionix.
• Fees for completed services like KYC verification, onboarding, or compliance processing.
• Transactions clearly marked as non-refundable at the time of payment.
• Payments arising from fraudulent user activity or violation of policies.
• Claims submitted after regulatory or network deadlines.
• Cases where necessary supporting documents are not provided.

Platform Fees and Deductions

Certain fees, including gateway, convenience, setup, integration, or value-added service charges, are non-refundable unless the transaction fails due to a platform error. For merchant disputes, refunded amounts may be adjusted to account for processing costs already incurred.

Refund Request Procedure

To request a refund:

1. Contact us at support@asterionix.com or submit a ticket through your dashboard.
2. Provide the transaction ID, date, payment method, amount, and a clear reason for the refund.
3. Attach any supporting documents such as screenshots, email confirmations, or merchant communication.
4. Our support team may request additional verification or documentation to complete the process.

Processing Timeline

Approved refund requests will be initiated within 5 to 7 business days. The time for funds to appear in your account depends on your bank, payment method, or card issuer and is beyond our control. You will receive email or SMS confirmation once the refund is processed.

Please note that processing times may vary based on banks, payment processors, or merchant-specific timelines.

Transaction Reversals and Chargebacks

In case a customer disputes a transaction through their bank or card issuer, a chargeback may be initiated. asterionix will coordinate with the merchant to resolve the dispute and may require supporting documents. If approved, the refund will be issued to the customer, and the merchant may be liable for associated fees.

Taxes and Additional Charges

Refunds for applicable taxes, such as GST, will be processed only if permitted by law. Any administrative fees, processing charges, or third-party costs may be deducted from the refunded amount and will be clearly mentioned in the refund confirmation.

Merchant Responsibilities

Merchants are primarily responsible for approving or rejecting refund requests. asterionix acts as a facilitator and will process refunds only after merchant confirmation, except in cases of platform errors or verified fraud. Merchants are expected to maintain transparent refund policies and cooperate during resolution. Non-compliance may lead to withheld settlements or suspension of services.

Policy Updates

This Refund Policy may be updated from time to time to reflect regulatory changes, service improvements, or industry best practices. Updates will be posted on this page with a revised “Last Updated” date. Continued use of the platform constitutes acceptance of the updated policy.

Contact Information

For any questions, clarifications, or refund support, please contact us at support@asterionix.com.