Legal

Refund Policy

Last updated: July 8, 2026

This Refund Policy explains how refunds are handled for (a) fees charged by NerrowPay to merchants for use of our platform, and (b) payments processed through NerrowPay between merchants and their end customers.

1. Scope of This Policy

NerrowPay is a payment gateway. In most cases, the merchant using NerrowPay — not NerrowPay itself — is responsible for their own refund and cancellation policy with their end customers. This policy covers the mechanics of how refunds flow through our platform, plus our own subscription/fee refund terms.

2. NerrowPay Platform Fees

Transaction fees charged by NerrowPay for successfully processed payments are generally non-refundable, since they reflect the cost of processing already incurred. If you believe you were incorrectly charged due to a billing error on our part, contact us within 30 days and we will investigate and correct any confirmed error.

3. Refunds for End-Customer Transactions

Merchants can initiate a refund to their customer directly from the NerrowPay dashboard or via the API. When a refund is issued:

  • The refunded amount is returned to the customer's original payment method
  • NerrowPay's transaction fee on the original payment is not automatically refunded to the merchant, unless the transaction failed due to a platform error
  • Partial refunds are supported for most payment methods

4. Refund Timelines

Once a refund is initiated, funds typically reach the customer within these timeframes, though exact timing depends on the customer's bank or card issuer:

  • UPI: usually within 24–48 hours
  • Cards (credit/debit): 5–7 business days
  • Net banking: 3–5 business days
  • Wallets: usually instant to 24 hours

5. Chargebacks & Disputes

If a customer disputes a transaction directly with their bank or card issuer (a chargeback), the merchant will be notified through the dashboard and given the opportunity to submit supporting evidence. Chargeback fees, where applicable, are disclosed in the merchant's pricing plan.

6. Failed & Duplicate Transactions

If a payment is deducted from a customer's account but shows as failed on the merchant's dashboard, the amount is automatically reversed to the customer within the standard refund timelines above. Genuine duplicate charges caused by a platform error are refunded in full, including any associated fees.

7. How to Request a Refund

End customers should first contact the merchant they purchased from, since NerrowPay processes payments on the merchant's behalf and cannot independently reverse a transaction. Merchants can request platform-fee refund reviews using the contact details below.

8. Contact Us

For refund-related questions, reach out to: