Cancellation & Refund Policy
Last Updated: 21 February 2026
Instanow Info Systems Private Limited (“Instifi”) is an RBI-authorised Payment Aggregator that facilitates online payment collection on behalf of merchants through its payment aggregation platform. Instifi does not sell products or services directly to customers. All products and services are offered by independent merchants who have onboarded with Instifi under a separate Merchant Agreement. Accordingly, all commercial terms relating to products or services, including pricing, delivery, returns, cancellations, and refunds are determined solely by the respective merchants.
Merchant Refund & Cancellation Policies
Each merchant onboarded on Instifi maintains its own refund and cancellation policy based on its line of business, product type, and applicable laws. Customers are required to:
- Review the refund and cancellation policy available on the respective merchant’s website prior to making a purchase; and
- Initiate refund or cancellation requests directly on the merchant’s website within the timelines specified therein.
- Instifi does not determine refund eligibility or refund timelines. The merchant is solely responsible for evaluating and approving refund requests.
Refund Processing by Instifi
Where a merchant approves a refund and submits a valid refund instruction to Instifi:
- Instifi shall process the refund in accordance with its contractual arrangement with the merchant and applicable regulatory requirements.
- Refunds shall be processed to the original source of payment used by the customer.
- Refund timelines shall be subject to banking network timelines, card association rules, NPCI guidelines, and RBI directives.
Instifi processes refunds only upon receipt of valid instructions from the merchant and shall not be liable for delays attributable to the merchant, acquiring bank, issuing bank, card networks, or payment system operators.
Failed Transactions
In the event of a failed transaction where funds are debited but the transaction is not successfully completed:
- Refunds shall be processed in accordance with RBI guidelines on Turn Around Time (TAT) and customer compensation framework for failed transactions.
- The refund, where applicable, shall be credited automatically to the customer’s source account within the timelines prescribed by RBI and the relevant payment system.
Disputes & Chargebacks
- The matter shall be governed by applicable card network rules, NPCI regulations (for UPI), and RBI guidelines.
- The merchant shall be responsible for providing documentary evidence in support of the transaction.
- Instifi shall facilitate the chargeback handling process in accordance with regulatory and network rules.
- Instifi shall not be liable for disputes relating to product quality, delivery, warranty, misrepresentation, or merchant performance.
Customer Support
For queries relating to refund status or transaction processing conducted through Instifi’s platform, please refer to our grievance policy and further customers may contact:
For queries relating to product/service issues, cancellations, delivery, or merchant-specific refund policies, customers must directly contact the respective merchant.
Limitation of Role
Instifi acts solely as a payment facilitator and shall not be construed as:
- A buyer or seller of goods or services;
- An agent of the merchant for fulfilment; or
- Responsible for merchant performance obligations.
All contractual obligations relating to goods or services remain solely between the merchant and the customer.
Regulatory Compliance
This Policy shall be read in conjunction with:
- Instifi Merchant Terms and Conditions
- Instifi Privacy Policy
- Applicable RBI Master Directions on Payment Aggregators, as amended from time to time.