Refund & Reversal Policy

1. Scope of this policy

This Refund & Reversal Policy applies to Merchants who use LeapFlowX's payouts infrastructure to disburse funds to Beneficiaries via bank transfer, UPI, or cards, and explains how failed transactions, reversals, and platform fees are handled. It does not govern refunds owed by a Merchant to its own end-customers for goods or services sold by that Merchant — those refund obligations remain entirely the Merchant's responsibility and are outside LeapFlowX's control.

2. Nature of our services

LeapFlowX operates as a payments infrastructure and processing intermediary. When you initiate a payout, we route the transaction to your designated beneficiary through our banking and network partners. We do not hold custody of Merchant or Beneficiary funds beyond what is necessary to execute the transaction, and our role is limited to facilitating the transfer, not guaranteeing the underlying commercial transaction between a Merchant and its customer.

3. Failed & reversed payouts

If a payout fails or is reversed by the beneficiary bank for reasons such as an invalid account number, incorrect IFSC code, a frozen or closed account, or a beneficiary bank system error, the amount debited from your settlement account is automatically credited back to your LeapFlowX wallet or linked account, net of any non-refundable processing fees (see Section 5). You will be notified of the failure via the dashboard and webhook events (payout.failed) in real time.

4. Reversal processing time

Reversal timelines depend on the payout mode and the responding bank's processing window:

• UPI: reversals typically reflect within a few minutes to 24 hours.
• IMPS: reversals typically reflect within 1–2 business hours, subject to NPCI/bank confirmation.
• NEFT: reversals follow RBI-mandated batch settlement cycles and may take up to 2 business days.
• RTGS: reversals are typically same-day but depend on the receiving bank's confirmation.

These timelines are indicative and depend on factors outside LeapFlowX's control, including bank processing hours, national holidays, and network downtime.

5. Refund of platform fees

Where a payout fails due to a system, network, or bank-side error not attributable to the Merchant, any LeapFlowX processing fee charged on that transaction is refunded in full along with the reversed principal amount. Where a payout fails due to incorrect information submitted by the Merchant (see Section 6), the processing fee is non-refundable, as the underlying compliance, screening, and routing work has already been performed.

6. Incorrect beneficiary details

Merchants are responsible for verifying beneficiary details (account number, IFSC, UPI ID, or card token) before submitting a payout. If funds are credited to an incorrect-but-valid beneficiary account due to an error in the details submitted, recovery is subject to the cooperation of the receiving bank and the account holder, and LeapFlowX cannot guarantee recovery of such funds. We will make commercially reasonable efforts to assist with a recovery request raised with our banking partners, but we are not liable for losses arising from inaccurate beneficiary information provided by the Merchant.

7. Disputes & chargebacks

For payouts made via card networks (Visa Direct, Mastercard Send) or where a Beneficiary disputes a transaction, LeapFlowX will assist Merchants in responding to dispute or chargeback requests raised by the relevant network or issuing bank, subject to the timelines and evidentiary requirements set by that network. Any liability arising from a successful chargeback is passed through to the Merchant in accordance with the applicable card network rules.

8. Non-refundable scenarios

The following are not eligible for a refund or reversal through LeapFlowX:

• Payouts successfully credited to the beneficiary account or UPI ID exactly as instructed by the Merchant;
• Processing fees on transactions that failed solely due to incorrect data submitted by the Merchant;
• Amounts the Merchant separately owes to its own end-customers, which remain the Merchant's responsibility;
• Losses arising from fraud, unauthorised access, or misuse of Merchant API credentials caused by the Merchant's failure to secure its systems.

9. How to raise a request

To raise a query about a failed payout, reversal, or fee, Merchants can:

• Check real-time status on the dashboard or via the GET /v1/payouts/{payout_id} API;
• Raise a support ticket through the dashboard, including the payout ID and UTR (if available); or
• Email support@leapflowx.in with the transaction reference.

We aim to acknowledge all refund and reversal queries within 24 hours and resolve straightforward cases within 5–7 business days, subject to the cooperation of third-party banks where required.

10. Changes to this policy

We may revise this Refund & Reversal Policy from time to time to reflect changes to our banking partnerships, network rules, or applicable regulation. The updated policy will be posted on this page with a revised "Last updated" date.

11. Contact us

For refund, reversal, or chargeback-related queries, please reach out to:

LeapFlowX Private Limited
3rd Floor, 312, Plot No. 6-A, Okay Plus Big Benn Swag Farm, New Sanganer Road, Nagar, Ramnagar, Jaipur, Rajasthan 302019, India
Email: support@leapflowx.in
Sales: sales@leapflowx.in