Merchant Payment Disputes

If you experience issues with a payment made to a merchant through SkyPay — such as overcharging, non-delivery of goods/services, or quality issues — you have the right to raise a dispute and seek a refund.

You can raise a merchant payment dispute in the following cases:

• Charged more than the agreed price
• Goods or services not delivered after payment
• Defective or damaged goods received
• Service not as described or advertised
• Duplicate charges for a single transaction
• Subscription charged after cancellation

Our structured dispute resolution process ensures fair outcomes for both buyers and merchants.

Each merchant may have their own refund and return policy. SkyPay's role is limited to facilitating the payment — the merchant is responsible for fulfilling orders.

• Check the merchant's refund/return policy before making a purchase
• SkyPay can assist in communication but cannot override merchant policies
• For marketplace purchases, the marketplace's dispute mechanism takes precedence

If you suspect a merchant has engaged in fraudulent activity:

• Report immediately through the app → Report Fraud
• Block the merchant to prevent future transactions
• Full refund processed within 10 working days upon confirmation of fraud
• SkyPay may permanently delist fraudulent merchants from the platform
• If required, SkyPay cooperates with law enforcement agencies

SkyPay supports UPI-based chargebacks as per NPCI guidelines:

• Chargebacks must be initiated within 90 days of the transaction
• Your bank may initiate the chargeback process on your behalf
• Merchant is given an opportunity to respond before the chargeback is settled
• Resolution timelines depend on your bank and NPCI adjudication