1. Introduction
Mobitm Solutions Private Limited is committed to providing reliable digital payment and financial technology services. This Refund Policy explains the process for handling failed transactions, duplicate payments, eligible refund requests, and transaction-related disputes.
2. Refund Eligibility
Refunds may be considered in cases involving failed transactions where funds have been debited, duplicate payments, erroneous deductions, or other eligible circumstances, subject to transaction verification, applicable regulations, and the terms of the relevant banking or payment partner.
Successfully completed transactions are generally not eligible for cancellation or refund unless required by applicable law or approved under the relevant service terms.
3. Refund Process and Timeline
Customers or merchants may raise a refund request by contacting our official support team and providing the transaction reference number, transaction date, amount, and relevant supporting information.
Upon receiving a request, Mobitm Solutions Private Limited will:
Acknowledge and register the complaint.
Verify the transaction details and coordinate with the relevant banking or payment partner, where required.
Communicate the status and resolution to the complainant.
Process an eligible refund through the applicable payment channel.
Refund timelines depend on the transaction type, payment method, banking partner, and applicable regulatory requirements. Refunds will be processed within the applicable prescribed timelines. Customers will be informed if additional investigation is required.
4. Dispute Resolution
If a customer or merchant disagrees with a transaction outcome or refund decision, they may raise a formal complaint through our customer support or Grievance Officer.
The company will review the complaint, investigate the relevant transaction records, coordinate with the concerned service provider where necessary, and communicate the outcome within the applicable resolution timeline.
Nothing in this policy limits any rights or remedies available under applicable law.
5. Escalation Matrix
Level I : Customer Support Team, support@mobitm.com
Level II: Support Manager/Operations Team, info@mobitm.com
Level III: Grievance Officer, legal@mobitm.com
Complaints may be escalated to the Grievance Officer if they remain unresolved or the customer is dissatisfied with the response.
6. Grievance Officer Details
Company Name: Mobitm Solutions Private Limited
Grievance Officer: Charanjeet Kaur
Designation: Grievance Officer
Email: legal@mobitm.com
Phone: +91-9311974759
Address: Office No. 624, 6th Floor, Westend Mall, Janakpuri District Centre, New Delhi 110058
The Grievance Officer will review escalated complaints and ensure that they are handled in accordance with applicable laws, regulatory requirements, and company procedures.
7. Governing Law and Jurisdiction
This Refund Policy shall be governed by the laws of India. Any dispute arising in connection with this policy shall be subject to the jurisdiction of the competent courts at New Delhi, Delhi, India, subject to applicable law.
8. Policy Updates
Mobitm Solutions Private Limited reserves the right to update this policy from time to time to reflect changes in its services, operational procedures, or applicable legal and regulatory requirements. The latest version will be published on the company's official website.
9. Contact Us
For refund requests, transaction-related complaints, or further assistance, please contact:
Mobitm Solutions Private Limited
Address: Office No. 624, 6th Floor, Westend Mall, Janakpuri District Centre, New Delhi 110058
Email: info@mobitm.com
Phone: +91-9996979820
Website: https://mobitm.co.in/