Cancellation and Refund Policy

1. Introduction

2. Scope and Applicability

3. Refund for Failed Transactions

4. Refund for Successful Payment but Service Not Delivered

5. Refunds Governed by Merchant or Aggregator Policies

6. Cancellation Policy

7. Refund Processing Timelines

• Failed Transaction: Refund within 3–7 business days.
• Successful Transaction but No Service: Refund within 10–15 business days (post verification).
• Merchant Policy Refund: As per Merchant/Aggregator terms (typically within 7–30 days).
• Fraud or Unauthorized Transaction: Post-investigation refund within 30–45 business days.

8. Non-Refundable Transactions

Refunds are not applicable for:

• Wrong or incorrect beneficiary details entered by the User.
• Prepaid mobile/DTH recharges once processed.
• Transactions disputed after 30 days.
• Payments voluntarily made to incorrect accounts.

9. Fraud, Cybersecurity, and Dispute Resolution

Users suspecting unauthorized or fraudulent activity must immediately report it to cyberhelp@ranapay.com or call +91 9519829346.

RanaPay / RanaPay India Private Limited will assist law enforcement agencies by sharing transaction logs, timestamps, IP addresses, and routing details upon receipt of valid requests (FIR or court order).

Fraud-related refunds shall be processed only after due verification and receipt of necessary legal clearance.

10. Data Retention and Evidence Handling

All transaction logs, audit trails, and payment metadata are securely retained for a minimum of three (3) years.

Data will only be shared with authorized personnel or government agencies as per the legal process under the Information Technology Act, 2000.

11. Grievance Redressal Mechanism

Nodal Grievance Officer:

• Name: Divyanshu Kumar
• Email: grievance@ranapay.com
• Phone: +91 9519829346

Complaints are acknowledged within 48 hours and resolved within 15 business days.

Unresolved complaints may be escalated to the RBI Ombudsman or Cyber Crime Cell as applicable.

12. Legal Jurisdiction

All disputes arising under this Policy shall be governed by and construed in accordance with the laws of India. The courts at Lucknow shall have exclusive jurisdiction over any disputes or claims arising from or in connection with this Policy.

This Cancellation and Refund Policy is part of RANAPAY INDIA PRIVATE LIMITED’s commitment to transparency, security, and compliance with all Indian financial and cyber regulations. Users are advised to read this Policy carefully and contact our grievance team for any clarification or assistance regarding refunds or cancellations.

1. Objective

To ensure lawful, transparent, and timely coordination with law enforcement agencies such as YS Police, Cyber Crime Units, and Financial Investigation Teams during the handling of fraudulent or disputed transactions.

2. Authorized Law Enforcement Contact

Nodal Officer (Law Enforcement & Compliance)

• Name: Divyanshu Kumar
• Email: lawenforcement@ranapay.com
• Phone: +91-9519829346
• Acknowledgement Time: Within 48 hours of receipt of official communication.

3. Legal Requests and Evidence Submission

Law enforcement agencies can request transaction or technical data through any of the following official modes:

• A written notice on official letterhead from a gazetted or authorized officer.
• A copy of the FIR or Cyber Crime Complaint.
• Court order or summons requesting evidence.

Requests must specify the transaction ID, date/time, amount, and parties involved. RanaPay / RanaPay India Private Limited will verify the authenticity of each request before sharing information.

4. Type of Data Provided

Subject to verification and legal authorization, RanaPay / RanaPay India Private Limited may provide:

1. Transaction details: UTR, Transaction ID, amount, timestamps.
2. Technical metadata: IP address, device ID, browser agent, and network identifiers.
3. Payment routing information: PSP, acquiring bank, settlement channel.
4. Beneficiary information: Merchant or aggregator name, account details, and KYC references.
5. System logs: API calls, response codes, and authorization audit trails.

All data provided shall be accompanied by a certified digital signature to preserve evidentiary integrity.

5. Data Preservation and Forensic Integrity

Once a valid request or complaint is received, all relevant logs and digital records shall be preserved for a minimum of 90 days or until the investigation concludes. No deletions or modifications will be permitted during this retention period. Certified electronic copies (PDF / XML / JSON) shall be made available for investigative use.

6. Fraud Handling and Transaction Hold

Upon identification of a suspected fraudulent transaction, RanaPay / RanaPay India Private Limited may coordinate with partner banks or Payment Service Providers (PSPs) to place a temporary hold on the settlement of funds. This hold will remain in effect until the conclusion of the investigation. If fraud is confirmed, the disputed amount may be refunded to the legitimate customer under the supervision of the concerned authorities.

7. Coordination Procedure

RanaPay / RanaPay India Private Limited will maintain active communication with:

• Investigating Officers or Cyber Crime Units for real-time verification.
• Partner Banks and Payment Service Providers for fund tracing or freezing.
• Merchant Aggregators for downstream fund recovery or account traceability.

RanaPay / RanaPay India Private Limited shall ensure prompt and lawful cooperation until the matter is resolved.

8. Confidentiality and Data Security

All disclosures are strictly made in compliance with the Information Technology Act, 2000 and applicable data protection laws. Information is transmitted only through encrypted and secure channels. Access is restricted to authorized law enforcement officials and recorded in the disclosure register for accountability.