Razorpay Money Back Promise Program (“Program”)
Welcome to the Razorpay Money Back Promise Program, designed to enhance your shopping experience with Protect Eligible Merchants (i.e. the Merchants on-boarded by Razorpay that are specifically enrolled to this Program).
“We”, “Us”, “Our” - shall refer to Razorpay. “You”, “Yours”, “Yourself”, “Buyer” - refers to you, the buyer buying the goods from the Sellers or the Merchants. “Merchants” or the “Sellers” shall mean the entity selling the goods or the marketplace undertaking the sale of goods on behalf of the sellers.“ Applicable Laws ” shall mean any law, statute, rule, regulation, order, circular, decree, directive, judgment, decision or other similar mandate of any applicable central, national, state or local governmental/regulatory authority having competent jurisdiction and force of law over, or applicable to You, us or the subject matter in question, as may be amended from time to time.
Our commitment is to provide You with added assurance when you make purchases from Eligible Merchants through Our payment platform. Please familiarize Yourself with the following terms and conditions (“Terms”) to fully understand the scope of coverage and the eligibility criteria. If the Merchant is enrolled in the Razorpay Money Back Promise Program ("Program"), You might qualify for a refund according to the Terms outlined here. You expressly consent to and authorize Razorpay to collect and share the relevant transaction data including personally identifiable information with its affiliates and/or third party insurers to evaluate and process Your refund request and/or for any other purposes related to Program. You further confirm and warrant that all information and data provided by You are accurate, complete and do not mislead Razorpay in its efforts to resolve your refund request.
The eligibility of a refund request shall be determined solely by Razorpay, at its discretion, based on the applicable eligibility requirements, any information or documentation provided during the resolution process, or any other information that deems relevant and appropriate under the circumstances. Razorpay’s original determination to be considered as final, conclusive and binding.
Qualifications under the Program
Your request will not qualify for a refund under the Program for an item that is:
a. collected in person, or arrange for it to be collected on your behalf, or
b. the seller has provided proof of delivery i.e. - Proof of delivery includes the delivery address showing at least city/ or postal code, delivery date, and the identity of the shipping company You used.
c. resolved promptly by the Seller/Merchant
d. chargeback claims
What is Covered
When you shop through an Eligible Merchant using the Razorpay payment gateway, the Program covers the following scenarios:
You bought a book but received a DVD
You bought a new item but received something used
You purchased 3 items but only received 2
Your purchase was damaged in transit
Your delivery was missing major parts that the seller didn't disclose
You bought an authentic brand but received a knock-off instead
Purchases That Are Not Covered
The Program does not cover the following:
Real estate
Motorized vehicles
Prepaid cards
Industrial machinery used in manufacturing
Items that violate our policies
Anything you bought in person
When Does Money Back Promise Program Apply?
The Program applies exlcusively when you encounter specific problems with purchases made from Eligible Merchants using Razorpay’s payment system :
You did not receive your item from a Seller (referred to as an "Item Not Received"), or
You received an item, but the item is not what you ordered (referred to as a "Significantly Not as Described").
What is Considered Significantly Not as Described?
An item may be considered Significantly Not as Described if:
The item is materially different from the seller's description.
You received a completely different item.
The condition of the item was misrepresented (e.g., described as "new" but the item was used).
The item was advertised as authentic but is not authentic (i.e., it is counterfeit).
The item is missing major parts or features, and those facts were not disclosed in the description.
You purchased a certain number of items but didn't receive them all.
The item is unusable in its received state, and this was not disclosed.
Claims arising from dissatisfaction with the product or service quality are not included unless explicitly covered.
When is an Item Not Considered Significantly Not as Described?
An item may not be considered Significantly Not as Described if:
The item is materially similar to the seller's description.
The defect in the item was correctly described by the seller.
The item was properly described but you didn't want it after you received it.
The item was properly described but did not meet your expectations.
The item has minor scratches and was described as "used."
Ineligible Items and Transactions
The following items or transactions are not eligible for the Program:
Real estate, including residential property
Vehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft, and boats (except for personally portable light vehicles used for recreational purposes like bicycles and wheeled hoverboards)
Businesses (when you buy or invest in a business)
Industrial machinery used in manufacturing
Payments equivalent to cash, including stored value items such as gift cards and prepaid cards, items with monetary value like traveler’s checks, tickets of any kind, bullion, rare or precious coins, philatelic and numismatic property
Payments made in respect of gold (whether in physical form or exchange-traded form)
Financial products or investments of any kind
Gambling, gaming, and/or any other activities with an entry fee and a prize
Donations, including payments on crowdfunding and crowdlending platforms
Payments to a state-run body, government agencies, or third parties acting on behalf of state-run bodies or government agencies
Payments to any bill payment service
Significantly Not as Described for wholly or partly custom-made items
Item Not Received for physical, tangible items you collect in person or arrange to be collected on your behalf, including items bought in a seller's store location
Anything prohibited under section 17 of Razorpay's terms and condition https://razorpay.com./terms/
Personal payments, including payments sent using Razorpay
Payments not sent using Razorpay payment services
Items intended for resale, including single item transactions or transactions that include multiple items
Downloadable services or software
Medical or dental devices
Items purchased for professional or commercial use, including education, training, skills, or professional competition
Losses due to normal wear and tear, misuse, fraud, gradual deterioration and/or abuse; inherent product defects
Items that you damage through alteration (including cutting, sawing, shaping)
Damage caused by vermin
Plants, animals, consumables, and perishables
Loss resulting from confiscation by any government, public authority, or customs official
Loss resulting from customer failure to exercise Due Diligence to avoid or diminish loss or damage.
Reimbursement Request Process
Your refund request under the Program shall be qualified only if:
You have approached the Merchant or the Seller as the first step of resolution and the Merchant or the Seller has rejected the said refund request from You.
The proof of such a request to the Merchant or the Seller is submitted to Us.
You are raising the refund request within 20 days from the date of rejection from the Seller or the Merchant.
The said reimbursement request falls within an amount of INR 200 and INR 20,000
You can raise the refund request as per the process provided here.
Resolution Process:
Claim Review: Razorpay will evaluate claims based on the information provided, transaction records, and any other relevant factors.
Timeline: Claims will be processed within 10 business days of receipt of complete information.
Claim Denial: If a claim is denied, Razorpay will provide a written explanation of the decision.
Your Responsibilities:
You must ensure that all information provided during the claims process is accurate, complete, and truthful.
You are prohibited from engaging in fraudulent, abusive, or bad-faith activities related to the Program.
You understand that any fraudulent claims or misrepresentations by the Customer may result in:
Immediate disqualification from the Program.
Reimbursement recovery if already provided.
Reporting to relevant authorities for further action.
Termination
Razorpay reserves the right to modify, suspend, or terminate the Program or its terms at its sole discretion without any prior notice.
Limitation of Liability
To the maximum extent permitted by law, Razorpay’s liability under the Program is limited to the amount of the reimbursement approved for a claim.
Razorpay is not liable for any indirect, incidental, consequential, or punitive damages arising from or related to the Program.
Indemnification
Customer shall indemnify and hold Razorpay harmless from and against any losses or damages or claims that may arise due to its breach of obligations under these Terms.
Governing Law and Jurisdiction
These Terms shall be governed by the laws of India and courts of Bangalore shall have exclusive jurisdiction.
We encourage you to review these terms thoroughly to make the most of the Razorpay Protect Program. If you have any further questions or need assistance, please contact our customer support team support@razorpay.com.
