At Dusty Dooms, we prioritize secure, efficient, and reliable payment transactions for all users. This Refund Policy explains the conditions under which refunds may be issued, the procedure for submitting refund requests, and the respective duties of users and merchants. Please read this document carefully to understand your refund rights and obligations when using our services.
Policy Coverage
This Refund Policy applies to every user of Dusty Dooms, including:
- Individual customers
- Registered merchants
- Business partners using our payment infrastructure
It governs all transactions made through:
- Credit and debit cards
- Net banking
- UPI
- Digital wallets
- Any other payment method available on our platform
Note: Refund terms for goods or services provided by merchants are determined solely by those merchants and are not regulated by this Policy.
Eligibility for Refunds
Refunds may be initiated under the following circumstances:
- Duplicate or incorrect charges due to system or processing faults
- Failed payments caused by banking or technical errors
- Overbilling resulting from merchant mistakes
- Unauthorized transactions verified after fraud investigation
- Wrong payments arising from technical or merchant-related issues
- Order cancellations made within the merchant’s valid refund or return period
Important: For merchant-initiated refunds, Dusty Dooms will process the request only after receiving proper confirmation and submission through the merchant dashboard.
Non-Refundable Transactions
Refunds will not be applicable for:
- Fees paid directly to Dusty Dooms for services or setup purposes
- Completed processes such as onboarding, KYC, or compliance verification
- Payments specifically labeled as non-refundable
- Transactions violating platform policies or linked to fraudulent behavior
- Disputes raised beyond the regulatory or network-specified timeframe
- Claims lacking sufficient proof or documentation
Charges and Adjustments
- Setup/integration charges, convenience fees, and additional service costs are non-refundable unless a platform-side error occurs.
- Refunds associated with merchant disputes may be adjusted to cover any processing costs already incurred.
Refund Request Process
To request a refund, users must:
- Contact us at (mention email) or submit a support ticket through their user dashboard.
- Provide full transaction details - including transaction ID, date, amount, payment method, and reason for the refund.
- Attach all relevant evidence such as screenshots, email confirmations, or merchant correspondence.
- Respond promptly to any additional verification requests from our support team.
Refund Processing Timelines
- Once approved, refunds are initiated within 5–7 business days.
- The actual credit of funds depends on the user’s bank, card network, or payment provider, which is beyond our control.
- Users will receive an email or SMS confirmation once their refund has been successfully initiated.
- Occasional delays may occur due to merchant policies, banks, or third-party intermediaries.
Chargebacks and Reversals
- If a customer disputes a transaction with their issuing bank or card provider, a chargeback procedure will begin.
- Dusty Dooms will liaise with the merchant and may require supporting documents to validate the claim.
- If the chargeback is upheld, the customer will receive the refund, and all associated fees or penalties will be charged to the merchant.
Taxes and Other Deductions
- Taxes, including GST, will be refunded only when allowed under applicable laws.
- Administrative fees, processing costs, or third-party deductions may apply and will be clearly mentioned in the refund confirmation message.
Merchant Obligations
- Merchants bear the primary responsibility for approving or rejecting refund requests related to their products or services.
- Dusty Dooms functions as a facilitator, processing refunds only upon merchant confirmation, except in cases involving system or fraud-related issues.
- Merchants must maintain transparent refund practices and cooperate during dispute resolution.
- Failure to comply may result in delayed settlements or temporary suspension of merchant access.
Policy Revisions
This Refund Policy may be updated periodically to reflect regulatory amendments, operational changes, or industry best practices. All updates will be published on this page along with the revised “Last Updated” date. Continued usage of our services indicates your acceptance of the modified terms.
Contact Details
For inquiries, clarifications, or assistance regarding refund procedures, please reach out to us at (mention email).
