1. Scope
This policy applies to eligible payment transactions processed through Teja Finance-supported workflows. The exact refund or cancellation process may depend on the merchant, payment method, transaction status, bank, gateway, payment network and service-specific terms.
2. Merchant cancellation policy
Where a transaction relates to goods or services supplied by a merchant, eligibility for cancellation generally depends on that merchant's applicable cancellation, delivery or service terms. Teja Finance does not independently determine the commercial eligibility of a merchant refund unless specifically provided under the applicable service.
3. Refund initiation
Where a refund is approved or required, it should normally be initiated against the original eligible transaction using the applicable payment-processing workflow. Users should not initiate duplicate refund requests for the same transaction.
4. Refund destination
Where supported by the relevant payment channel, refunds are generally returned through the original payment route or another method permitted by the applicable bank, payment provider or payment network.
5. Refund processing timelines
A refund request may require processing by multiple parties, including the merchant, Teja Finance, the payment gateway or aggregator, acquiring bank, issuing bank or payment network. Actual credit timelines therefore vary according to the payment method and participating financial institutions.
6. Failed transactions
A failed transaction may be automatically reversed by the relevant bank or payment system where the customer's account was debited but the transaction was not successfully completed. Reversal timing depends on the underlying payment channel and participating institutions.
7. Pending transactions
Transactions marked as pending should not automatically be treated as failed. Users should wait for a final transaction status or appropriate confirmation before attempting another payment or requesting a refund.
8. Duplicate payments
If the same payment appears to have been processed more than once, the user should provide all relevant transaction references, dates and amounts. The transaction records may need to be reconciled before a refund or adjustment can be processed.
9. UPI transactions
UPI transaction disputes, refunds and status issues may require handling through the merchant's acquiring arrangement, the relevant UPI application, participating banks or the applicable payment-processing partner, depending on the nature of the transaction.
10. Card and other payment methods
Card, net-banking and other payment-method refunds may be subject to the rules, processing cycles and dispute mechanisms of the relevant issuer, acquirer, card network, gateway or service provider.
11. Chargebacks and disputes
A chargeback or payment dispute is separate from a standard merchant refund and may follow the applicable bank or payment-network dispute process. Merchants may be required to provide transaction, fulfilment or service evidence.
12. Incorrect refund information
Users and merchants are responsible for ensuring that refund requests relate to the correct transaction and amount. Teja Finance may request additional information before processing or assisting with a refund-related matter.
13. Refund status enquiries
Users should retain the original transaction reference and any refund reference. These details may be required when contacting the merchant, bank, payment provider or Teja Finance support.
14. Fraud and unauthorised transactions
Suspected unauthorised transactions should be reported promptly to the user's bank or payment provider. A standard merchant refund request should not be treated as a substitute for reporting suspected fraud or unauthorised account access.
15. External processing dependencies
Teja Finance cannot control processing delays solely attributable to banks, payment networks, payment gateways, technical infrastructure or other third parties. Teja Finance may assist in reviewing the transaction where appropriate.
16. Contact for refund support
For refund or cancellation support relating to a Teja Finance transaction, contact info@tejafinance.com with the transaction reference, date, amount and a brief description of the issue. Do not send passwords, OTPs, PINs or full confidential payment credentials.
Questions about this policy?
Contact Teja Finance for support or clarification related to this page.
info@tejafinance.com