Refund, Cancellation & Transaction Dispute Policy

This policy describes how Cashlo handles refunds, reversals, cancellations and transaction disputes for services available through its website/application. Because Cashlo operates multiple financial and assisted-payment services, the actual refund mechanism may depend on the service, transaction status, bank/payment gateway, biller, partner or regulatory framework applicable to that transaction.

2.1 General Principle

A successful transaction that has already resulted in a completed service, bill payment, cash payout, wallet credit or settlement is generally not cancellable merely because the user changes their mind. Refunds are considered where a transaction is failed, duplicated, reversed, incorrectly charged, or otherwise eligible under the applicable service/partner rules.

2.2 Wallet Funding

If a payment gateway shows a successful debit but the Cashlo wallet is not credited, the transaction will be subject to reconciliation. Where a refund is approved, it will normally be routed through the original payment method or the mechanism prescribed by the payment provider/partner. Cash withdrawal of wallet funds is not automatically available unless expressly supported by the applicable service.

2.3 BBPS / Bill Payments

For bill-payment transactions, refunds/reversals are subject to the transaction status and the applicable biller/BBPS ecosystem rules. A transaction shown as successful may not be refundable merely because the user later disputes the bill amount or service. Failed/duplicate transactions will be investigated and handled according to applicable partner rules.

2.4 UPI Cash Point / Assisted Cash Services

Where a customer payment is received through the merchant's QR/UPI flow and the merchant provides cash against the transaction, disputes must be supported by transaction details. Cash handed over by the merchant cannot automatically be recovered through a refund request. Any reversal, dispute or chargeback is subject to the underlying UPI/payment-partner process and applicable rules.

2.5 Payment Gateway Transactions

Gateway-related refunds, chargebacks and reversals are subject to the gateway/acquirer/bank process and transaction status. Cashlo may require the merchant to provide transaction ID, date, amount, payer details where legally permissible, screenshots and other evidence needed for investigation.

2.6 Quick Khata

Quick Khata is a record/ledger utility. Entries created by merchants are not, by themselves, payment transactions. Cashlo is not responsible for a commercial dispute between a merchant and the merchant's customer/supplier merely because the parties' information was recorded in Quick Khata.

2.7 Loan Applications

Loan applications, processing, approval, disbursal, rejection, interest, fees and cancellation are governed by the relevant lender/financial partner's terms. Any refund of a lender/partner fee, where applicable, is determined by that partner and applicable law. Cashlo does not guarantee loan approval or disbursal.

2.8 How to Raise a Refund/Dispute

A user should raise the issue through Cashlo support/grievance channels as soon as possible, providing the registered mobile number, transaction ID/reference, date, amount, service used, description of the issue and supporting documents/screenshots. We may seek additional information to investigate.

2.9 Processing Time

Resolution and credit timelines vary by transaction type and partner. Where a refund is approved, the actual time for funds to appear may depend on the bank, card issuer, UPI/payment provider or other financial institution. Users should not treat a support acknowledgement as confirmation that a refund has been approved.

2.10 Fraudulent or Unauthorized Transactions

Users should report suspected unauthorized transactions immediately. Cashlo may investigate, restrict access, request verification and coordinate with relevant payment/banking partners. Users should also contact their bank/payment provider promptly where appropriate.