Refund and Cancellation Policy
This Refund and Cancellation Policy governs the terms under which services are provided by Zarkar Fintech Private Limited, operating under the brand name Flex Pay (“Company”, “we”, “our”, or “us”). This policy is designed to ensure clarity, fairness, and transparency in all financial and service-related interactions with our customers, partners, and users.
We are committed to delivering reliable and high-quality services. However, we recognize that circumstances may arise where a customer seeks cancellation or refund. This policy outlines the procedures, eligibility criteria, timelines, and responsibilities applicable to such requests. All requests are reviewed in good faith, with the objective of maintaining customer satisfaction while ensuring operational integrity.
1. Scope of Policy
This policy applies to all services, subscriptions, training programs, digital services, and related offerings provided under the Flex Pay platform. By using our services or making a payment, customers agree to be bound by the terms outlined in this policy.
The purpose of this policy is to:
Provide a structured mechanism for cancellations
Define refund eligibility and processing standards
Protect both customer interests and service commitments
Ensure regulatory compliance and ethical business conduct
2. Cancellation Policy
Customers who wish to cancel a service must submit a formal cancellation request through the official communication channel provided on our website:
Cancellation requests must be made in writing and include relevant transaction details such as customer name, registered contact information, service reference number, and payment confirmation.
To ensure proper processing:
Cancellation requests must be received at least seven (7) business days prior to the end of the current service cycle.
Requests received after this deadline will not interrupt the ongoing service period. Instead, they will be scheduled for implementation in the following cycle.
Submission of a cancellation request does not automatically terminate the service. Each request is subject to verification and approval by the Company.
Customers remain responsible for all charges incurred up to the effective cancellation date.
The Company reserves the right to request additional verification to confirm identity and prevent fraudulent cancellations.
3. Refund Policy
Our goal is to provide services that consistently meet customer expectations. If a customer believes a service has not been delivered as promised, they may submit a refund request for evaluation.
Refund requests must:
Be submitted in writing through official communication channels
Include transaction details and a clear explanation of the issue
Be filed within a reasonable timeframe after the service concern arises
Refunds are not automatic and are assessed based on:
Nature and validity of the complaint
Extent of service usage
Contractual obligations
Compliance with this policy
If a refund is approved:
The refund will be credited to the original payment method
Payments made via payment gateway will be returned to the same account or instrument used
Refund processing typically takes 4–5 business days
The actual credit timeline may vary depending on banking institutions or payment providers
The Company reserves the right to decline refund requests where:
Services have already been substantially delivered
Policy conditions are not met
Requests are fraudulent or abusive
Customers violate service agreements
Partial refunds may be issued at the Company’s discretion where appropriate.
4. Non-Refundable Situations
Refunds will generally not be granted under the following circumstances:
Services already completed or fully consumed
Missed deadlines due to customer inaction
Incorrect information provided by the customer
Failure to follow onboarding or participation requirements
Change of mind after service delivery has begun
This clause protects service providers from unfair claims while ensuring fair treatment for genuine concerns.
5. Processing and Administrative Rights
The Company reserves the right to:
Modify or update this policy without prior notice
Review each case individually
Request documentation to support claims
Delay processing if fraud or dispute investigations are required
Any misuse of the refund system may result in denial of future service access.
6. Grievance Redressal Mechanism
In compliance with the provisions of the Information Technology Act, 2000 and applicable regulations, the Company has appointed a designated Grievance Officer responsible for addressing complaints and disputes.
Grievance Officer:
Mr. Janak Herbha
Email: info@flexpays.in
Mobile: +91 9586627211
Customers may contact the Grievance Officer for:
Refund disputes
Cancellation issues
Service complaints
Policy clarifications
Escalations not resolved through support channels
We aim to acknowledge complaints within a reasonable timeframe and work toward fair resolution promptly.
7. Commitment to Fair Practice
Flex Pay is committed to ethical service standards, transparency, and accountability. We continuously strive to improve our policies to align with customer expectations and regulatory frameworks. This Refund and Cancellation Policy exists to protect both our customers and our operational integrity, ensuring a balanced and trustworthy service environment.
By continuing to use our services, customers acknowledge acceptance of this policy.