Introduction

At Zerion Apex, we are committed to delivering secure, efficient, and reliable payment processing services. This Refund Policy outlines the circumstances under which refunds may be granted, the procedures for requesting refunds, and the obligations of merchants and end-users. Please read this policy carefully to understand your rights and responsibilities regarding refunds processed through our platform.

Scope of the Policy

This policy applies to all users of Zerion Apex, including but not limited to individual consumers, registered merchants, and business partners who use our payment solutions services. It covers transactions processed through our platform, including credit/debit card payments, net banking, UPI, wallet payments, and other integrated payment methods. This policy does not cover refund policies of individual merchants who use our solutions to collect payments for their own products or services.

Eligibility for Refunds

Refunds are generally only applicable in the following scenarios:

  • Duplicate or erroneous payments due to technical or processing errors.
  • Transaction failures due to technical issues or banking errors.
  • Overcharged amounts due to solution or merchant system errors.
  • Unauthorized transactions reported and validated under our fraud investigation policy.
  • Payments made in error due to incorrect merchant information or system failures.
  • Cancellations of transactions within the merchant’s allowable refund window, as per their return/cancellation policy.

In cases involving merchants, Zerion Apex will process the refund only after the merchant confirms the refund eligibility and requests our system to initiate it.

Non-Refundable Transactions

The following types of transactions are non-refundable:

  • Service fees or setup charges paid to Zerion Apex.
  • Fees paid for completed services such as KYC verification, onboarding, or compliance checks.
  • Transactions explicitly marked as non-refundable at the time of payment.
  • Transactions resulting from fraudulent user behavior or policy violations.
  • Disputes not reported within the prescribed time limits defined by regulatory or network rules.
  • Cases where the user fails to provide required documentation to support their claim

Platform Fees and Deductions

Certain fees charged by Zerion Apex—such as solution fees, convenience fees, integration/setup fees, and value-added services—are non-refundable unless the transaction fails due to platform error. In case of merchant disputes, refund amounts may be subject to deductions for already incurred processing costs.

Refund Process

To initiate a refund request, users must follow these steps:

  1. Email us at operations@zerionapex.com or raise a ticket via your user dashboard.
  2. Provide the transaction ID, date of payment, payment method, amount, and a detailed reason for the refund request.
  3. Attach any supporting documentation such as screenshots, email confirmations, or merchant communication.

Our support team may contact you for additional documentation or confirmation to complete the process.

Timeframe for Processing Refunds

Once a refund request is approved, the refund will be initiated within 5 to 7 business days. The actual time taken for the refund to reflect in your account depends on your bank, payment method, or card issuer and is beyond our control. You will be notified via email or SMS upon successful initiation of the refund.

 Please note that certain delays may occur depending on the bank, payment processor, or merchant’s refund timelines.

Transaction Reversal and Chargebacks

If a customer disputes a transaction through their bank or card issuer, a chargeback process may be initiated. Zerion Apex will coordinate with the merchant to resolve the dispute and may request supporting documents. If the chargeback is approved, the amount will be refunded to the customer, and the merchant may be liable for associated fees or deductions.

Taxes and Additional Fees

Any applicable taxes (GST or otherwise) paid as part of the original transaction will be refunded only if permitted by tax regulations. Administrative fees, processing charges, or third-party fees may be deducted from the refunded amount where applicable and will be clearly disclosed in the refund confirmation.

Merchant Responsibility

For transactions involving merchant services, the responsibility to approve or deny a refund rests primarily with the merchant. Zerion Apex acts as a facilitator of payments and will only process refunds upon merchant request, unless the refund is initiated due to technical failure or fraud. Merchants are expected to maintain transparent refund policies and cooperate with us during refund resolution.

Failure to adhere to these requirements may result in withheld settlements or suspension of merchant services.

Policy Changes

We may update or modify this Refund Policy from time to time to reflect changes in regulatory requirements, service enhancements, or industry best practices. Any updates will be posted on this page with a new “Last Updated” date. Continued use of our platform after such changes constitutes your acceptance of the revised policy.

Contact Information

For questions, clarifications, or refund-related support, please reach out to us at operations@zerionapex.com