1. Scope
This policy covers (a) refunds to End Users for payments made to Merchants via SwifTrail, (b) failed/pending transactions, and (c) fees paid to the Company by Merchants/Partners.
2. Refunds to End Users
Refunds for goods/services are governed by the Merchant's own refund policy. When a Merchant initiates a refund through the Platform, the Company and its Payment Partners process it to the original payment instrument (or, where enabled, to UPI/bank account). Typical credit timelines after the Merchant initiates the refund: UPI and wallets — instant to 3 working days; cards — 5 to 7 working days (up to 14 days depending on the issuing bank); net banking — 3 to 7 working days. Timelines depend on issuer/bank processing and are indicative.
3. Failed transactions
If an amount is debited but the transaction fails, the amount is auto-reversed by the End User's bank/issuer, generally within 5–7 working days. As per RBI's framework on Turn Around Time (TAT) for failed transactions, compensation for delays beyond the prescribed TAT is payable by the responsible entity as specified therein.
4. Pending transactions
Transactions in "pending" status are confirmed or reversed within 2–3 working days as per NPCI/bank reconciliation.
5. Duplicate payments
Verified duplicate payments are refunded to the original instrument upon Merchant confirmation.
6. Fintech/Retail services (AEPS, DMT, BBPS, recharge, travel)
Failed AEPS/DMT transactions are reversed to the agent wallet/customer account per bank/NPCI reconciliation, typically within 3–7 working days. Successful recharges, bill payments and bookings are non-refundable except as permitted by the operator/biller/travel provider's cancellation terms (cancellation charges apply).
7. Cross-border transactions
Refunds are processed in the original currency through the relevant Payment Partner; FX differences and bank charges may apply and are not borne by the Company.
8. Company fees
Setup, subscription, white-label and licence fees paid to the Company are non-refundable once services are provisioned, unless otherwise stated in your agreement. Transaction fees on refunded transactions are governed by your agreement.
9. How to request
End Users should contact the Merchant first. For unresolved issues, write to support@swiftrail.ai with transaction ID, date, amount and payment method. See Grievance Redressal Policy for escalation.
Definitions used across our policies
Common definitions used across policies:
- "Company", "we", "us", "our" — Global eServe Technologies LLP, a limited liability partnership incorporated under the Limited Liability Partnership Act, 2008 (LLPIN to be published), having its registered office at Flat No. 201, 2nd Floor, Plot 577, Triveni Apartment, N M Joshi Marg, Byculla (West), Mumbai – 400027, Maharashtra, India, operating the brand and platform SwifTrail.
- "Platform" — the websites swiftrail.ai and swiftrail.in, dashboards, portals, mobile applications, APIs and related services.
- "Merchant" / "Partner" / "Agent" — a business or individual who has entered into an agreement with the Company to use the Platform.
- "End User" — a customer of a Merchant who makes a payment through the Platform.
- "Payment Partners" — RBI-licensed Payment Aggregators, banks (including escrow, sponsor and card-issuing banks), NBFCs, IRDAI-registered insurers, authorised government-scheme channels, card networks, NPCI and other regulated entities through which payment and financial services are facilitated.