Last updated October 01, 2023

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Thank you for using PiePay! This Cancellation and Return Policy outlines the guidelines and procedures for canceling transactions and returning products when using our platform.

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Definitions of terms used

Buyer(s) : Buyers are PiePay’s users who want to avail bank offers on e-commerce platforms but don’t have relevant credit cards

Cardholder(s) : Cardholders are PiePay’s users who own credit cards and make payments on Buyers' behalf

Merchant(s): Merchants refer to the e-commerce platforms listed on PiePay's app

 

Please review this policy carefully before making a purchase through PiePay:

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1. Cancellation of Transactions

   • Cancellation Eligibility: In most cases, once a transaction is processed through PiePay, it cannot be canceled. The cancellation eligibility depends on the policies and procedures of the specific e-commerce platform or merchant from which the Buyer makes the purchase. We recommend reviewing the cancellation policies of the respective merchant before making a transaction.

   • Contact Merchant: If the Buyer wishes to cancel a transaction, he/she/they should reach out directly to the merchant or e-commerce platform where the purchase was made. They will guide the Buyer through their cancellation process and determine if the Buyer’s request is eligible.

   • PiePay's Role: As a facilitator of transactions, PiePay does not have direct control over cancellation requests. However if the cancellation is processed through the merchant’s platform after a successful transaction, in that case PiePay will refund the amount received from the Buyer according to its Refund policy. Also, in that case, the Cardholder will receive the refund from his or her bank according to Refund policy of the merchant's platform, but his or her eligibility for commission or reward points will be nullified.  

2. Return of Products

   • Return Eligibility: The return of products is subject to the return policy of the specific merchant or e-commerce platform from which the Buyer made the purchase. PiePay does not directly handle product returns. Please review the return policy of the merchant before making a purchase to understand their terms and conditions regarding returns.

   • Contact Merchant: If the Buyer needs to initiate a return, he/she/they should follow the merchant's instructions and contact their customer support or return department directly. They will guide the Buyer through their return process, provide the buyer with any necessary return labels or instructions, and assist the Buyer with the return of the product.

   • PiePay's Role: PiePay does not play a direct role in the return process. However, if the Buyer needs to return the product he/she/they purchased via PiePay and the return window for the product isn’t over and the product is eligible for return, the Buyer must inform PiePay on its app under ‘My transactions>Transactions as a Buyer>Order’ first and then go ahead with the return process on the merchant’s platform. For initiating a return on the merchant's platform, please follow the merchant's instructions and contact their customer support or return department.

3. Refunds

   • Refund Eligibility: The eligibility and process for refunds depend on the refund policy of the merchant or e-commerce platform where the purchase was made. PiePay does not process refunds directly. Please refer to the merchant's refund policy to understand the conditions for receiving a refund. However in case the of successful return or cancellation of a product by the Buyer or case where Cardholder doesn’t make the payment after accepting a deal, PiePay will process the refund directly to the Buyer.

   • Refund Process: If Buyer is eligible for a refund based on the merchant's policy, refund by the merchant is typically issued through the original payment method used for the transaction, which is the Cardholder's credit card in our case. Please note that the processing time for refunds may vary depending on the merchant and Cardholder’s payment provider. And this processing time will in turn affect the time by which Buyer will receive the refund from PiePay, since PiePay will process the refund to the Buyer once Cardholder has received the refund.

   • PiePay's Role: Once the refund is processed by the merchant in case of return or cancellation by the Buyer, the refund amount goes to the Cardholder. Once the Cardholder receives the refund from the merchant, PiePay processes Buyer’s refund. Refund amount to the Buyer remains the same as was paid by the Buyer to PiePay. In other case where the Cardholder doesn’t make the payment after accepting a deal, PiePay will process the refund directly to the Buyer. For all other cases, PiePay's role is limited to facilitating transactions and does not directly handle or process refunds.

4. Disputes and Resolutions:

   • Dispute Resolution: If you encounter any issues or disputes regarding cancellations, returns, or refunds, we recommend contacting the merchant's customer support to seek resolution. They are responsible for handling these matters in accordance with their policies and guidelines. 

   • PiePay's Role: PiePay facilitates transactions between Buyers and merchants but does not have direct control over cancellation, return, or refund processes. In cases when there’s a mismatch of input for order placement, delivery, return, refund etc between the Buyer and the Cardholder, those cases will be handled by PiePay’s support team on case to case basis.

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It is important to familiarise yourself with the cancellation, return and refund policies of the respective merchants before using PiePay for making purchases. Each merchant may have different policies and procedures, which you should review and understand to ensure a smooth shopping experience.

If you have any questions or need further assistance, please reach out to our customer support team at support@piepay.in