Refund Policy - My Wealthy Future Services

1. Policy Overview and Purpose

My Wealthy Future Services Private Limited ("Company", "We", "Our", "Us", or "MWFS") is committed to providing reliable, secure, and high-quality bill payment and recharge services. This Refund Policy outlines our comprehensive framework for handling failed transactions, service delivery failures, and customer-initiated refund requests in a fair, transparent, and timely manner.

This Policy applies to all transactions conducted through our website and mobile applications. Our goal is to ensure customer satisfaction while maintaining the integrity of our service ecosystem and compliance with applicable financial and regulatory requirements.

2. Refund Eligibility Criteria

You may be eligible for a full or partial refund under the following circumstances:

2.1 Service Delivery Failure

Your payment was successfully processed and debited from your account, but the requested service (mobile recharge, bill payment, utility payment, etc.) was not delivered to the recipient within 24 hours of transaction confirmation.

2.2 Duplicate Charges

Your account was charged multiple times for a single transaction or duplicate entries appear in your transaction history for the same service request on the same date at the same time.

2.3 Failed Transaction with Deduction

Your transaction failed (unsuccessful service delivery), but the amount was still debited from your bank account, wallet, or linked payment method. This includes cases where the payment gateway returned a failure status but the funds were deducted.

2.4 Unauthorized or Fraudulent Transaction

You did not authorize the transaction or suspect fraudulent activity on your account. You must report this within 30 days of the transaction date with supporting evidence for investigation and refund eligibility.

2.5 System Error or Technical Failure

Our system error, technical malfunction, or service interruption resulted in failed service delivery or incorrect billing. This includes server errors, payment gateway failures, and service integration issues on our part.

2.6 Incorrect Amount Charged

You were charged an amount different from the agreed-upon amount for the service, including unauthorized additional charges, taxes, or fees not previously disclosed.

2.7 Complaint-Based Refund

After investigation of your formal complaint, we determine that a refund is warranted based on our service standards and policies.

3. Non-Refundable Transactions and Situations

The following situations are generally non-refundable and we will not process refunds:

3.1 Successful Service Delivery: Services successfully delivered as requested, verified as completed by the recipient or service provider, and confirmed in transaction records.

3.2 Customer-Requested Cancellation After Activation: You requested cancellation after the service was activated, processed, or delivered. Partial refunds may apply based on refund eligibility window.

3.3 Incorrect Recipient Information Provided by Customer: You provided incorrect mobile number, account number, recipient name, or destination details. We are not responsible for verification of recipient information provided by you.

3.4 Delayed or Rejected Service by Recipient Provider: The service provider rejected the payment due to invalid recipient account, service restrictions, or recipient-side issues (e.g., account blocked, subscription inactive).

3.5 Customer Error or User Mistake: You made an error in selecting the service, amount, or payment method, and now request a refund for your own mistake.

3.6 Services Already Used or Partially Consumed: You used the recharge, data package, or service benefits before requesting a refund. Partial refunds may be considered for unused portions.

3.7 Promotional Credits and Discounts: Promotional credits, discount vouchers, and cashback offers are non-refundable and cannot be converted to cash.

3.8 Expired Payment Window: Refund request submitted beyond the specified timeframe (generally 90 days from transaction date) without exceptional circumstances.

3.9 Third-Party Service Provider Restrictions: The underlying service provider (telecom operator, utility company, etc.) has restrictions on refunds or reversals.

3.10 Chargeback Filed with Bank: Once a chargeback is filed with your bank without contacting us, you forfeit eligibility for a refund directly from us.

4. Refund Request Process and Procedures

To request a refund, follow these detailed steps:

Step 1: Initiate Refund Request

Contact our customer support team through one of these channels within 90 days of the transaction date:

Email: mrenzosmart@gmail.com with subject "Refund Request"
Phone: +91 90915 61826 (Monday-Sunday, 10:00 AM - 7:00 PM IST)
In-app support feature (if available)
Written communication to our registered office address

Step 2: Provide Required Information

Include the following details in your refund request:

Your registered mobile number or email address
Transaction ID or order number (found in your transaction history)
Date of transaction and amount charged
Name of service (e.g., mobile recharge, bill payment, utility payment)
Detailed reason for refund request with specific explanation
Recipient details (if applicable): mobile number, account number, or name
Supporting documentation: screenshots, payment confirmations, service provider rejection notices, etc.

Step 3: Support Team Review

Our customer support team will:

Acknowledge receipt of your request within 24 business hours
Verify your account status and transaction details in our system
Check service provider records and payment gateway logs
Investigate the legitimacy of your claim with necessary evidence
Assess refund eligibility based on this policy

Step 4: Decision and Notification

Within 5-7 business days of complete information submission, we will:

Make a final decision on refund eligibility
Notify you via email with detailed explanation of decision
Provide refund reference number if approved
Explain the refund processing timeline
Provide appeal procedures if request is denied

Step 5: Refund Processing

Once approved, we will initiate the refund according to the processing timeline specified below based on your payment method.

5. Refund Timelines and Processing

Refund processing times vary based on your payment method and circumstances:

5.1 Decision Timeline

Straightforward cases (duplicate charges, failed transactions): 2-3 business days
Complex cases requiring investigation: 5-7 business days
Cases requiring third-party verification: 7-10 business days
Extension to 15 business days if additional investigation is necessary

5.2 Refund Processing Timeline by Payment Method

UPI Transactions

Refund processed within 1-2 hours of approval. Amount credited directly to your UPI linked bank account.

Debit/Credit Card Payments

Refund initiated within 2-3 business days. Amount appears in your card statement within the next billing cycle (typically 5-7 business days). Contact your bank if refund not received within 10 business days.

Net Banking/Bank Account Transfer

Refund processed within 3-5 business days. Amount transferred directly to the source bank account. Your bank may take 2-3 additional business days for credit.

Digital Wallet/Prepaid Wallet

Refund credited immediately to your MWFS wallet. You can use wallet balance for future transactions or request withdrawal to bank account.

Payment Bank Transfers

Refund processed within 2-3 business days to the registered payment bank account.

5.3 Important Timeline Considerations

Business days exclude weekends (Saturday-Sunday) and public holidays
Refunds initiated on weekends/holidays will be processed on the next business day
Bank processing times are beyond our control; contact your bank if delay persists after 10 business days
International transactions or payments from non-Indian banks may take longer
Refund timelines are estimates; actual processing may vary based on circumstances

6. Partial Refunds

In certain situations, we may issue a partial refund:

Partially Used Services: If you used a portion of the service before requesting a refund, we calculate the refund based on the unused portion
Applicable Fees: Transaction fees, convenience charges, or processing fees may be deducted from the refund amount if applicable
Promotional Discounts: Promotional amounts or discounts are non-refundable; only the customer's paid amount is eligible for refund
Calculation Method: Refund amount is calculated as: (Unused service value / Total service value) × Amount paid

We will clearly communicate the calculation and reasoning for partial refunds in our decision notification.

7. Duplicate Charge Refund

If you were charged multiple times for a single transaction:

Contact us immediately with proof of duplicate charges (screenshots of transaction history)
We will investigate your transaction log and payment gateway records
Refund for duplicate amount will be processed within 2-3 business days of confirmation
Full refund of duplicate charges is provided regardless of whether the service was delivered once or multiple times
If the service was delivered multiple times and you wish to keep the additional services, you may opt to retain them without refund

8. Failed Transaction Refund

In case a transaction fails but the amount is debited:

Payment gateway returned "failed" or "declined" status but fund deduction still occurred
We automatically initiate refund investigation within 24 hours
Refund will be processed within 3-5 business days from failure detection
You will receive notification about refund status via email and SMS
No separate request is typically required, but you may contact support with transaction details for expedited processing
If refund not received within 5 business days, contact us with transaction ID for manual verification

9. Dispute Resolution and Appeals

If your refund request is denied:

Appeal Process: You have the right to appeal the denial decision within 15 days of denial notification. Submit your appeal with additional evidence or clarification to mrenzosmart@gmail.com with subject "Appeal: Refund Request [Transaction ID]".

Appeal Review: Our management team will conduct an independent review of your appeal within 5-7 business days and provide a final decision with detailed reasoning.

Escalation: If you are unsatisfied with the appeal decision, you may escalate to our compliance team or utilize external dispute resolution mechanisms available in your jurisdiction.

10. Chargeback and Bank Dispute Process

Important Notice: We strongly recommend contacting us directly before initiating chargebacks or disputes with your bank:

Filing a chargeback without attempting to resolve the issue with us first may negatively affect your account
If a chargeback is filed, you automatically forfeit your right to claim a direct refund from us
Chargebacks may result in account suspension or termination
We reserve the right to pursue recovery of chargeback fees and damages through legal means
Multiple chargebacks may result in account being flagged as high-risk
Contact us at mrenzosmart@gmail.com or +91 90915 61826 to resolve issues before involving your bank

11. Account Suspension and Fraudulent Refund Claims

We take fraud prevention seriously:

Accounts with suspicious refund patterns may be investigated and temporarily suspended
Fraudulent refund claims, false statements, or deliberate misrepresentation will result in account suspension
Repeated false claims may result in permanent account closure and blacklisting
We reserve the right to recover fraudulently obtained refunds through legal action
Investigation may involve third-party verification and service provider confirmation

12. Refund Limitations

Please note the following limitations:

Refund requests must be submitted within 90 days of transaction date
Services successfully delivered to the recipient are non-refundable even if received after significant delay
We are not responsible for service provider-imposed restrictions on refunds or reversals
Refunds processed to digital wallets cannot be directly transferred to bank accounts without explicit request
We are not liable for any indirect losses, opportunity costs, or consequential damages related to failed transactions
Maximum refund claim value is limited to the original transaction amount paid

13. Customer Support Contact Information

For refund-related inquiries and support:

My Wealthy Future Services Private Limited

Email: mrenzosmart@gmail.com

Phone: +91 90915 61826

Hours of Operation: Monday - Sunday, 10:00 AM - 7:00 PM IST

Address: Sonarpur, Kolkata 700150, West Bengal, India

Response Time: We aim to respond to all refund inquiries within 24 business hours

14. Policy Amendments and Updates

We reserve the right to modify, amend, or update this Refund Policy at any time without prior notice. Material changes will be communicated to you via email or prominent notice on our Service. Your continued use of our Service following policy updates constitutes your acceptance of the updated Refund Policy. We encourage you to review this policy periodically to stay informed of any changes.

15. Governing Law and Jurisdiction

This Refund Policy is governed by and construed in accordance with the laws of India, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, and the Information Technology Rules, 2011. Any disputes, claims, or legal proceedings arising from or related to this Refund Policy shall be subject to the exclusive jurisdiction of the courts located in Kolkata, West Bengal, India.

Your Rights as a Consumer

You have rights as a consumer under Indian consumer protection laws. If you believe we have violated your rights, you may file a consumer complaint with the District Consumer Disputes Redressal Commission in your jurisdiction. This Refund Policy does not waive any consumer rights granted to you under applicable law.