A chargeback shall mean a transaction that is uncollectible and returned to service provider/ expresspay by user/ payee or acquiring bank for a refund to the concerned payer / user due to any of the following reasons:

1. Any payment which the user/ payer refuses to honour or demands a refund of because the products purchased or the delivery thereof, was not as promised or was defective, deficient, incomplete and /or unsatisfactory for any reason whatsoever, or that payment for the same has already been made.
2. Any payments by a user/ payer using the services, which is returned by the acquiring bank for any reason whatsoever.
3. Any charge/debit arising out of any alleged hacking breach of security or encryption that may be utilized by service provider/ expresspay/ payee from time to time.
4. Any transaction that is unsuccessful.

As a result of the rapid nature of movements of funds, once a payment has been initiated through the services, it may not be possible to retract the same using the services. If a user wishes to attempt to chargeback/ retract a payment, he must notify his bank and expresspay immediately and provide all required information. Expresspay cannot however guarantee that the payment will be retracted. It may be possible to charge back/ retract a payment in case of a payment by debit/ credit card, if the instruction is given to the user's bank and expresspay within the prescribed time. However it would not be possible to do so in case of any other mode of payment.

In the event of a chargeback situation arising in case of any products purchased by a user or payer, for which payment has not yet been made to the payee or user by service provider, the user or payer shall be advised by expresspay to resolve the issue with the payee or user or service provider and expresspay shall then settle the payment in accordance with the solution agreed upon by the parties.

In such an event, if the payee and the payer are unable to arrive at a satisfactory resolution of the problem, expresspay/ service provider shall be entitled to make a direct credit to the disputing payer’s account for the disputed amount. Such a debit to the payee’s account and the direct credit to the disputing payer’s account shall not be disputed by the payee in any manner whatsoever. In the event of the payee and the payer arriving at a settlement, expresspay/ service providers shall deal with the said money in accordance with the terms of the settlement arrived at.

In the event of a chargeback situation arising in case of any products purchased by a user/ payer, for which payment has been made to the payee/user / service provider, the user/ payer shall be advised to resolve the issue with the payee/user / service provider and shall then settle the payment in accordance with the solution agreed upon by the parties.

Expresspay shall not be responsible to make payments in respect of any chargeback unless it has received the requisite amounts from the concerned acquiring bank/ service provider/ payee/ user. Expresspay shall not be responsible for any claims, disputes, penalties arising in connection with such chargeback, expresspay shall be indemnified against the same. In the event of the receipt by expresspay of an amount of a chargeback from the acquiring bank / service provider, expresspay shall pass on to the user/ payer such amount received by them within 7 days.

In the event that the parties have agreed that user/ payer is entitled to chargeback any transaction, expresspay may at its discretion, give effect to such chargeback entitlement in any one or more of the following methods:

1. Deduction of the relevant amount or any part thereof from any amounts to the payee;
2. Billing the concerned party for the relevant amount or any part thereof.