Refund and Cancellation Policy
Last updated: 5 September 2026
This Refund and Cancellation Policy explains how requests are handled for transactions made through Pay2Points.
1. Identify who processed your purchase
Your order confirmation or payment statement should indicate whether the transaction was processed directly by Pay2Points or by a third-party partner store. The applicable process differs as described below.
2. Purchases processed by Pay2Points
For eligible purchases processed directly by Pay2Points, approved refunds are generally completed within 7–14 days, depending on the product or service, reason for refund, payment method and verification required. The amount is normally returned to the original payment method unless another method is required by law or agreed with you.
A refund may be considered where the order is cancelled within an applicable cancellation period, the item or service is not delivered, the item is materially defective or different from its description, duplicate payment occurs, or another refund right applies under Indian consumer law.
3. Partner-store purchases
Where a purchase is completed with a partner store, that store’s cancellation, return and refund policy applies. Requests should normally be made directly to the partner using the order details supplied by it. Depending on merchant review and payment-provider processing, a third-party refund may take up to 30 days. Pay2Points may assist with transaction or tracking information but cannot approve or guarantee a merchant refund.
4. Non-refundable items
Subject to mandatory consumer rights, refunds may not be available for fully delivered digital products, redeemed coupons or vouchers, completed services, personalised or perishable items, final-sale items, expired offers, or purchases made in breach of offer conditions. Any specific non-refundable condition will be disclosed before purchase where applicable.
5. Points and cashback after a refund
Points or cashback relating to a cancelled, returned, refunded, reversed or charged-back transaction will not be earned and may be removed from your account. If the reward has already been redeemed, the equivalent value may be deducted from your balance or recovered where legally permitted.
6. How to request a refund
Email info@pay2points.com with your name, registered email or mobile number, order or transaction ID, purchase date, amount, merchant name, reason for the request and relevant evidence. Do not email passwords, OTPs or complete card or bank details.
7. Review and processing
We may request additional information to verify the transaction. Approved Pay2Points refunds generally take 7–14 days. Bank, card network, UPI or payment-provider posting times may cause additional delay. Third-party refunds may take up to 30 days.
8. Failed or duplicate payments
If payment was debited but the order was not confirmed, first allow the normal reversal period of your bank or payment provider. If the amount is not reversed, contact us with the transaction reference so it can be investigated.
9. Consumer rights
This policy does not limit any non-waivable rights available under the Consumer Protection Act, 2019 or other applicable Indian law.
10. Contact
Refund and cancellation enquiries: info@pay2points.com.
