A chargeback refers to a transaction that is deemed uncollectible and is returned to the service provider, also referred to as Mazorpay, by the user/payee or acquiring bank for a refund to the concerned payer/user due to any of the following reasons:

• The user/payer refuses to honor or requests a refund for any payment due to the products purchased being different from what was promised or being defective, deficient, incomplete, or unsatisfactory for any reason. This may also include cases where payment for the same has already been made.
• Payments made by a user/payer using the services, which are returned by the acquiring bank for any reason.
• Charges/debits arising from alleged hacking breaches of security or encryption utilized by the service provider/Mazorpay/payee.
• Any unsuccessful transaction.

Due to the rapid movement of funds, once a payment has been initiated through the services, it may not be possible to retract the same using the services. If a user wishes to attempt a chargeback or retraction of a payment, they must notify their bank and Mazorpay immediately and provide all the required information. However, Mazorpay cannot guarantee that the payment will be retracted. In case of payments made by debit/credit card, it may be possible to charge back/retract a payment if the instructions are given to the user's bank and Mazorpay within the prescribed time. However, this may not be possible in the case of other payment modes.

In the event of a chargeback situation arising for products purchased by a user or payer, for which payment has not yet been made to the payee or user by the service provider, Mazorpay will advise the user or payer to resolve the issue with the payee or user or service provider within 45 days. Mazorpay will then settle the payment in accordance with the solution agreed upon by the parties.

If the payee and the payer are unable to arrive at a satisfactory resolution within 45 days, Mazorpay/service provider is entitled to make a direct credit to the disputing payer's account for the disputed amount. Such a debit to the payee's account and a direct credit to the disputing payer's account shall not be disputed by the payee. In the event of a chargeback situation arising for products purchased by a user/payer, for which payment has been made to the payee/user/service provider, the user/payer shall be advised to resolve the issue within 45 days and shall then settle the payment as per the agreed-upon solution.

Mazorpay shall not be responsible for making payments for any chargeback unless it has received the requisite amounts from the concerned acquiring bank/service provider/payee/user. Upon receiving an amount from the acquiring bank/service provider, Mazorpay will pass on the received amount to the user/payer within 7 days.
When parties agree that a user/payer is entitled to a chargeback, Mazorpay may implement this entitlement through one or more of the following methods:

• Deduction of the relevant amount from any amounts due to the payee.
• Billing the concerned party for the relevant amount.

If you have any questions or concerns about these Terms, you can contact us at info@mazorpay.com
Address: 505-506 Eros City Square Mall, Sec.49 Gurugram, Haryana, India