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Refund Policy

Effective Date: 01 July 2026

Issued By: Muezza Finance Novixa Global Pvt. Ltd.

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1. INTRODUCTION

This Refund Policy governs refunds for payments processed through the Muezza Collect Platform, including the Mobile Application, Web Portal, Merchant Portal, Dealer Portal, APIs, QR Payments, UPI, eNACH, AutoPay and other integrated payment services.

Muezza Collect is a payment collection infrastructure platform. Unless expressly stated otherwise, the Company does not sell goods or provide the underlying products or services for which payments are collected.

2. APPLICABILITY

This Policy applies to:

• Customers
• Merchants
• Dealers
• Finance Companies
• Hire Purchase Companies
• NBFCs
• Educational Institutions
• Collection Partners
• Authorized Business Partners

3. REFUND RESPONSIBILITY

Refund approval shall remain solely with the respective Merchant, Finance Company, Educational Institution or Authorized Business Partner receiving the payment.

Muezza Collect only facilitates the technical processing of approved refunds.

4. ELIGIBLE REFUND CASES

Refund requests may be considered for:

• Duplicate Payment
• Multiple EMI Payment
• Excess Payment
• Failed Transaction
• Wrong Payment Amount
• Technical Processing Error
• Merchant Approved Cancellation
• Unauthorized Duplicate Debit
• Payment Processed After Failed Session
• Other cases approved by the Merchant

5. NON-REFUNDABLE PAYMENTS

The following are generally non-refundable:

• Correctly processed payments
• Completed EMI payments
• Convenience Fee
• Payment Gateway Charges
• Bank Charges
• Taxes
• Government Fees
• Charges prohibited from refund by law

6. HOW TO REQUEST A REFUND

Customers may submit a refund request through:

• Concerned Merchant
• Dealer
• Finance Company
• Email: support@muezzacollect.com

The request should include:

• Full Name
• Registered Mobile Number
• Transaction ID
• Payment Date
• Amount Paid
• Merchant Name
• EMI / Invoice Number
• Reason for Refund

The Company may request additional documents for verification.

7. REFUND VERIFICATION

Before processing a refund, verification may include:

• Identity Verification
• Transaction Verification
• Merchant Confirmation
• Payment Gateway Verification
• Bank Verification
• Fraud Screening

The Company reserves the right to reject unverifiable or fraudulent refund requests.

8. REFUND PROCESSING TIME

After approval:

• Refund initiation: within 3 Working Days
• Bank processing: normally 3–7 Working Days

Total expected timeline: 7–10 Working Days

Processing time may vary depending upon the customer's bank or payment partner.

9. MODE OF REFUND

Refunds shall normally be credited to:

• Original Bank Account
• Original UPI ID
• Original Debit Card
• Original Credit Card
• Original Payment Source

Cash refunds shall not ordinarily be provided unless required by law.

10. FAILED TRANSACTIONS

If the payment is debited but the transaction fails:

• Customers should first wait for automatic reversal by the bank.
• If reversal is not received, the Company will coordinate with the payment gateway and Merchant.

11. AUTO PAY & eNACH REFUNDS

Refunds relating to AutoPay or eNACH transactions shall be processed only after confirmation from the Merchant and the banking partner.

12. FRAUD PREVENTION

Refunds may be withheld where:

• Identity mismatch exists
• Fraud is suspected
• Chargeback abuse is detected
• Forged documents are submitted
• Duplicate claims are made

The Company may report fraudulent activities to competent authorities.

13. LIMITATION OF LIABILITY

Muezza Collect shall not be liable for:

• Merchant refusal to approve refund
• Banking delays
• Network failure
• Payment gateway downtime
• Incorrect information submitted by customers
• Force majeure events

14. POLICY CHANGES

The Company reserves the right to amend this Refund Policy at any time.

The updated version shall become effective immediately upon publication on the official website.

15. GOVERNING LAW

This Refund Policy shall be governed by the laws of India.

Any dispute shall be subject to the jurisdiction of the competent courts having jurisdiction over the registered office of Muezza Finance Novixa Global Pvt. Ltd.

16. CONTACT DETAILS

Muezza Finance Novixa Global Pvt. Ltd.
Product: Muezza Collect
Website: www.muezzacollect.com
Email: support@muezzacollect.com
Customer Support: +91 7478879741

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FINAL DECLARATION

By using the Muezza Collect Platform, you acknowledge that you have read, understood and agreed to this Refund Policy.

This Refund Policy forms an integral part of the Terms & Conditions governing the use of the Muezza Collect Platform.