Refund Policy

1 Payments made by your customers

When a customer pays through a KaroPay QR or payment link, the money moves directly from their UPI app to the merchant’s own UPI / merchant account. KaroPay never receives it, so KaroPay cannot reverse or refund it.

• Customers: for a refund, cancellation or wrong / duplicate payment, contact the business you paid. Their name is shown on the payment page and in your UPI app.
• Merchants: refund your customer from your own bank or UPI app, and keep the order’s UTR for your records.
• If the money left the customer’s account but never reached the merchant, it is a UPI / bank issue: the customer should raise a complaint in their UPI app or with their bank using the UTR. Such failed transactions are usually auto-reversed by the bank.

2 Customer paid, but the order shows Failed / Expired

The payment is already in the merchant’s account — only the order status did not update in time (for example, the payment came in after the order timed out, or the merchant session had expired).

• Open Transactions Report and use Retry / Recheck on the order, or mark it paid after entering the 12-digit UTR you see in your bank / UPI app.
• The webhook is then sent to your server with the correct status.
• No refund is involved, because the customer’s money has reached you.

3 KaroPay gateway plans

4 Wallet top-ups

• A top-up is credited automatically once your UPI payment is confirmed.
• If money was debited from your account but the wallet was not credited, raise a request with the client_txn_id and UTR. After we confirm the payment was received, the amount is credited to your wallet.
• If you cancelled the payment screen but still completed the payment in your UPI app, the top-up is still credited once the payment is detected.
• Wallet balance is used for KaroPay services and is not withdrawn as cash. All approved adjustments are made as wallet credits.

5 Service issues on our side

If a fault in KaroPay caused failed orders or wasted quota, share the time window and the affected order IDs. Eligible requests are credited back to your plan quota or wallet after we validate our logs.

6 How to raise a request

Email support@karopay.in from your registered email ID with:

• your registered mobile number or login ID;
• the Tracking ID / client_txn_id and the 12-digit UTR (for payment issues);
• the date, time, amount and a short description, with screenshots if you have them.

7 Not covered

• Refunds of customer payments (these are handled by the merchant, see section 1).
• Issues caused by incorrect details you entered, such as a wrong UPI ID, amount or webhook URL.
• Payments missed while your merchant account was disconnected, logged out, or your inbox access was revoked.
• Outages, limits or charges of banks, NPCI, UPI apps or merchant providers, which are outside KaroPay’s control.
• Accounts suspended for breaking our Terms of Service.