Backed by Grow Money Capital
Backed by Grow Money Capital
Comprehensive refund policy for all modes including app, partner aggregators, and digital lending services
RBI-compliant and transparent practices
This Policy covers all modes including app, partner aggregators, or any digital lending service used by the Company, through mobile apps, physical branches, or any authorized partner channels.
Any person or entity availing services through our platform
All digital and physical channels used for service delivery
Any financial product or service offered by the Company
Return of amounts paid under eligible circumstances
Non-refundable administrative/processing fees are charged per RBI norms, not as hidden fees. All such charges are disclosed upfront in the Key Fact Statement (KFS) as required by RBI Digital Lending Guidelines.
Amount once paid through the payment gateway shall not be refunded except in specific circumstances outlined in this policy.
Refunds may be considered under the following circumstances:
All approved refunds shall be subject to successful verification of customer KYC and transaction authenticity. Internal verification and KYC confirmation must be completed before any refund is processed.
Note: In cases of technical errors, excess amount excluding Payment Gateway charges would be refunded to the Customer. The refund amount will be net after deduction of Payment Gateway charges or any other applicable charges.
Submit your refund request with transaction details, original payment receipt, and supporting documentation.
We will acknowledge refund requests within 7 working days of receipt.
Send your refund application to:
Before charging any processing or administrative fee, consent from customer is captured digitally or in writing as per RBI guidelines.
Acknowledgment: Within 7 working days of receiving the refund request
Processing: All refund requests are manually verified for authenticity and validity
Refund Timeline: If the claim is validated, the refund will be processed within 21 working days
Bank Processing: It may take 3-21 additional days for the amount to reflect in your bank account, depending on your bank's processing time
Confirmation: You will receive confirmation via email/SMS once the refund is processed
If processing exceeds 21 working days, you may escalate to our Grievance Redressal Officer. Timeline adherence may vary depending on bank/payment gateway reconciliation but will follow RBI-mandated norms.
These represent service costs already incurred and are not linked to loan approval or disbursal status. The following charges are non-refundable even if the loan application is rejected or cancelled:
In case the loan application is rejected, the Company will not refund loan application fees or processing fees as these represent services already rendered.
Refunds are not entertained in case of fraudulent or unauthorized use of payment methods unless the customer can prove the transaction was genuinely unauthorized and proper evidence is provided as per our verification process.
While payment failures may occur due to third-party channels such as payment gateways, banks, or aggregators, final responsibility for addressing customer refunds rests with the Company.
The Company assumes no responsibility and shall incur no liability if unable to process refunds due to:
For any disputes or grievances related to refunds, please follow our escalation matrix:
Email: support@cashvia.in
[Name and designation to be provided]
[Complete office address to be provided]
Visit: https://cms.rbi.org.in
All refund requests and actions will be recorded for audit and compliance purposes for at least 8 years as per RBI retention norms.
This policy may be updated from time to time. All changes will be in line with applicable RBI circulars or directions and will be communicated to customers through our website and registered communication channels.
This Refund Policy is aligned with:
Ensuring transparent fee disclosure and customer consent
Key Fact Statement (KFS) and audit trail requirements
Customer redressal mechanisms and rights
Authentication and transaction verification
For more details, please refer to our Fair Practices Code displayed on our website.
This Refund Policy shall be governed by the laws of India and subject to the supervisory jurisdiction of the Reserve Bank of India. Any disputes shall be subject to the exclusive jurisdiction of courts in [Jurisdiction to be specified] and subject to the supervisory jurisdiction of the Reserve Bank of India.
The decision of the Company regarding refund eligibility and processing shall be final and binding on the customer/borrower, subject to rights under applicable consumer protection laws and RBI guidelines.
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