Last updated December 13, 2024

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Thank you for using PiePay! This Cancellation and Return Policy outlines the guidelines and procedures for canceling transactions and returning products when using our platform.

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Definitions of terms used

Buyer(s) : Buyers are PiePay’s users who want to avail bank offers on e-commerce platforms but don’t have relevant credit cards

Cardholder(s) : Cardholders are PiePay’s users who own credit cards and make payments on Buyers' behalf

Merchant(s): Merchants refer to the e-commerce platforms listed on PiePay's app

 

Please review this policy carefully before making a purchase through PiePay:

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1. Cancellation of Transactions

   • Cancellation Eligibility: The cancellation eligibility depends on the policies and procedures of the specific e-commerce platform or merchant from which the Buyer makes the purchase. We recommend reviewing the cancellation policies of the respective merchant before making a transaction.

   • How to cancel: If the Buyer wishes to cancel a transaction, he/she/they should reach out directly to the merchant or e-commerce platform where the purchase was made. They will guide the Buyer through their cancellation process and determine if the Buyer’s request is eligible. If the cancellation request is accepted by the merchant, the Buyer must place a cancellation request on the PiePay app as well, failing which PiePay will not be liable for  refund. Cancellation requests can be placed on the PiePay app under ‘Account>My transactions>Transactions as a Buyer>Order’ till the expected delivery date of the product mentioned under the order timeline on the PiePay app.

   • PiePay's Role: As a facilitator of transactions, PiePay does not have direct control over cancellation requests. However if the cancellation is processed through the merchant’s platform after a successful transaction, in that case PiePay will refund the amount received from the Buyer according to its Refund policy. Also, in that case, the Cardholder will receive the refund from his or her bank according to the Refund policy of the merchant's platform, but his or her eligibility for commission or reward points will be nullified. 

2. Return of Products

   • Return Eligibility: The return of products is subject to the return policy of the specific merchant or e-commerce platform from which the Buyer made the purchase. PiePay does not directly handle product returns. Please review the return policy of the merchant before making a purchase to understand their terms and conditions regarding returns.

   • How to return: If the Buyer needs to initiate a return, he/she/they should follow the merchant's instructions and contact their customer support or return department directly. They will guide the Buyer through their return process, provide the buyer with any necessary return labels or instructions, and assist the Buyer with the return of the product. If the return request is accepted by the merchant, the Buyer must place a return request on the PiePay app as well, failing which PiePay will not be liable for refund. Return requests can be placed on the PiePay app under ‘Account>My transactions>Transactions as a Buyer>Order’ till the last date to return product mentioned under the order timeline on the PiePay app.

   • PiePay's Role: As a facilitator of transactions, PiePay does not have direct control over return requests. However if the return is processed through the merchant’s platform, PiePay will refund the amount received from the Buyer according to its Refund policy. Also, in that case, the Cardholder will receive the refund from his or her bank according to the Refund policy of the merchant's platform, but his or her eligibility for commission or reward points will be nullified.

3. Refunds

   • Refund Eligibility: The eligibility and process for refunds depend on the refund policy of the merchant or e-commerce platform where the purchase was made. PiePay does not process refunds directly. Please refer to the merchant's refund policy to understand the conditions for receiving a refund. In case the refund is processed by the merchant for the cancelled or returned order, Buyer becomes eligible for a refund by PiePay if they place the return or cancellation request on the PiePay app as well.
     In case the Cardholder doesn’t make the payment after accepting a deal, the Buyer will receive a refund directly from PiePay right after the order session is over.
     PiePay is not liable for refund to the Buyer in any other cases.
     Any user will lose the eligibility for refund in case he/she fails to present PiePay with some proof within the stipulated time on the required channel when asked.

   • Refund Process: If a Buyer is eligible for a refund based on the merchant's policy, refund by the merchant is typically issued to the original payment method used for the transaction, which is the Cardholder's credit card in our case. Please note that the processing and settlement times for refunds may vary depending on the merchant and Cardholder’s payment provider. And this processing and settlement time will in turn affect the time by which Buyer will receive the refund from PiePay, since PiePay will process the refund to the Buyer only after the refund is settled to the Cardholder.
     Refunds are settled in the PiePay wallet, which users can withdraw into their bank accounts.

   • PiePay's Role: Once the refund is processed by the merchant in case of return or cancellation by the Buyer, the refund amount goes to the Cardholder. Once the refund is settled to the Cardholder by the merchant, PiePay processes the Buyer's refund. Refund amount to the Buyer remains the same as was paid by the Buyer to PiePay. In other cases where the Cardholder doesn’t make the payment after accepting a deal, PiePay will process the refund directly to the Buyer. For all other cases, PiePay's role is limited to facilitating transactions and does not directly handle or process refunds.

   • Other important points governing refunds:

     • If the Buyer places the return or cancellation request on Flipkart, but fails to do so on PiePay app, PiePay reserves the right to release Cardholder’s payment for the order and will not be liable for refund to the Buyer.

     • In cases where the Buyer requests PiePay to hold Cardholder’s payment, PiePay may ask Buyer for some proof supporting the case. In cases where Buyer presents PiePay with proof that suggests merit to the case within the stipulated time and on the required channel, PiePay reserves the right to extend the hold for the maximum of 45 days after the order date, post which PiePay will release Cardholder’s payment if the case is not resolved or refund is not settled to the Cardholder by the e-commerce platform by that day and PiePay will not be liable for refund to the Buyer. In case the refund is processed by e-commerce by that day, Buyer must share a supporting proof with PiePay within the stipulated time and on the required channel, failing which the payment will be released to Cardholder and PiePay will not be liable for refund to the Buyer.

     • In case of any separate agreement between the Buyer and PiePay, the terms of the agreement will supersede.

     • Maximum liability to PiePay for any order is capped at an amount equal to the platform fee charged to the Buyer.

4. Disputes and Resolutions:

   • Dispute Resolution: If you encounter any issues or disputes regarding cancellations, returns, or refunds, we recommend contacting the merchant's customer support to seek resolution. They are responsible for handling these matters in accordance with their policies and guidelines.

   • PiePay's Role: PiePay facilitates transactions between Buyers and merchants but does not have direct control over cancellation, return, or refund processes. In cases when there’s a mismatch of input for order placement, delivery, return, cancellation, refund etc between the Buyer and the Cardholder, those cases will be handled by PiePay’s support team on a case to case basis.

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It is important to familiarise yourself with the cancellation, return and refund policies of the respective merchants before using PiePay for making purchases. Each merchant may have different policies and procedures, which you should review and understand to ensure a smooth shopping experience.

If you have any questions or need further assistance, please reach out to our customer support team at support@piepay.in