Refunds & Cancellation Policy
Last Updated: October 1, 2026
Links to Pay provides payment-link and payment-processing infrastructure for independent merchants. The goods and services purchased through a Links to Pay payment link are supplied by the merchant identified in the relevant transaction.
Accordingly, the merchant is responsible for determining whether an order may be cancelled or refunded and for fulfilling its own return, exchange, cancellation, and refund obligations.
1. Cancellation Requests
Customers who wish to cancel an order should contact the merchant from whom the goods or services were purchased as soon as possible.
Cancellation eligibility depends on the merchant's individual cancellation and fulfilment policy.
If an order has already been processed, dispatched, delivered, fulfilled, or otherwise completed by the merchant, cancellation may no longer be possible, except where required by applicable law or the merchant's stated policy.
Links to Pay does not independently approve or reject cancellation requests for products or services sold by merchants.
2. Refund Eligibility
A customer may be eligible for a full or partial refund where:
- the merchant's published refund or cancellation policy permits a refund;
- the merchant approves the refund;
- an order cannot be fulfilled by the merchant;
- a transaction was successfully charged but the corresponding order cannot be completed; or
- a refund is otherwise required under applicable law.
Any additional eligibility requirements, such as return of physical goods, inspection of returned products, proof of purchase, or deductions permitted under the merchant's policy, are determined by the merchant.
3. How to Request a Refund
Customers should contact the merchant directly using the contact information provided by the merchant.
When submitting a refund request, customers should provide, where available:
- the order or payment reference;
- the date and amount of the transaction;
- the customer's name and contact information; and
- the reason for requesting the refund.
The merchant may request additional information reasonably necessary to evaluate the request.
4. Processing of Approved Refunds
Once a merchant approves a refund, the merchant may initiate the refund through the payment-processing infrastructure used for the transaction, including Cashfree Payments.
Where supported, refunds will generally be credited to the original payment method used for the transaction.
Links to Pay does not directly transfer refund amounts to customers outside the payment-processing mechanism used for the original transaction.
5. Refund Timeline
After a merchant initiates a refund, the time required for the refunded amount to appear in the customer's account depends on the payment method, issuing bank, card network, UPI participant, and other financial institutions involved.
As a general indication, Cashfree states that refunds may take approximately 5–7 business days to reflect in a customer's bank account in certain standard refund scenarios. Actual timelines may vary.
Links to Pay cannot guarantee the exact time at which a refund will appear in a customer's account once the refund has been successfully initiated.
6. Failed or Pending Transactions
If a customer's account has been debited but the payment is not reflected as successful, the transaction may require reconciliation between the payment gateway and the relevant bank or payment network.
Customers should first contact the merchant and provide the relevant transaction details.
Where the payment is ultimately determined to have failed and a refund or reversal is required, the amount will be processed in accordance with the applicable payment-provider and banking timelines.
7. Partial Refunds
Where supported and approved by the merchant, a merchant may issue a partial refund instead of a full refund.
The amount refunded will be determined by the merchant in accordance with its applicable refund policy and applicable law.
8. Payment Processing Charges
Where a refund is issued, the amount returned to the customer will be determined by the merchant's approved refund amount and the applicable payment-processing rules.
Any payment-processing fees, platform fees, or other charges associated with a transaction will be handled in accordance with the applicable agreements between Links to Pay, the merchant, and the relevant payment-processing provider.
9. Chargebacks and Disputes
If a customer believes that a transaction was unauthorised, fraudulent, incorrectly processed, or otherwise requires investigation, the customer may contact the merchant and, where applicable, the relevant payment provider or financial institution.
Customers should not initiate a chargeback where the merchant has already confirmed and processed the corresponding refund, unless otherwise instructed by their financial institution.
10. Contact
For questions concerning a product, order, cancellation, return, or refund, customers should first contact the merchant identified in the transaction.
For issues specifically relating to the Links to Pay platform or payment-processing experience, please contact:
Email: legal@linkstopay.com