Chargeback Policy

1. About this Policy

This Chargeback Policy (the "Policy") governs chargebacks arising from payments made to RBP FINIVIS PRIVATE LIMITED — a Full-Fledged Money Changer authorised by the Reserve Bank of India — through our website and our authorised online payment gateways and aggregators.

By making a payment to us through the website or any authorised payment gateway, you (the "Customer" or "you") confirm that you have read, understood and agreed to this Policy. This Policy must be read together with our Terms of Service, Privacy Policy and Cancellation & Refund Policy.

2. What is a Chargeback?

A chargeback is the reversal of a card, net-banking, UPI or wallet payment that a customer initiates through their card issuer or bank, instead of requesting a refund directly from the merchant. It is a consumer-protection mechanism intended for genuinely unauthorised, incorrect or undelivered transactions. When a chargeback is raised, the disputed amount is temporarily debited from the merchant while the issuing bank and the payment network investigate.

3. Raise a Concern With Us First

You can reach our support team at support@rbpfinivis.com or +91 7717309363. We aim to acknowledge every request within 2 (two) business days and to resolve eligible cases within 7 (seven) business days.

4. Nature of Our Transactions

RBP FINIVIS PRIVATE LIMITED provides regulated foreign-exchange and money-changing services — including outward remittance under the RBI Liberalised Remittance Scheme (LRS), currency exchange, and prepaid forex cards. These transactions are executed at live, real-time exchange rates and are processed strictly in accordance with RBI (FFMC), FEMA and LRS requirements and applicable Know-Your-Customer (KYC) norms.

Because foreign currency is converted at prevailing market rates and/or funds are transmitted to a beneficiary or third party, once a foreign-exchange transaction has been executed, remitted or the currency dispensed, it generally cannot be reversed, cancelled or refunded. A movement in exchange rates after your transaction has been booked or executed is not a valid ground for a chargeback.

We also facilitate travel insurance and international SIM / eSIM products supplied by third parties. For these, the underlying product is provided by the insurer or telecom operator, and cancellation and refund entitlements are governed by that provider's terms — see section 7 of this Policy and our Cancellation & Refund Policy.

5. Valid Grounds for a Chargeback

We recognise the following as legitimate grounds for a chargeback or dispute:

• Unauthorised transaction — a payment you did not make or authorise (for example, genuine card fraud).
• Duplicate charge — you were charged more than once for the same order.
• Incorrect amount — the amount debited is materially different from the amount you confirmed at checkout.
• Payment debited but service not delivered — your account was debited, the transaction failed, no service or value was provided, and no refund was received within the timelines set out in our Cancellation & Refund Policy.

6. Invalid Chargebacks

The following are not valid grounds and, where a chargeback is raised on such a basis (sometimes called "friendly fraud"), we will contest it:

• The service was delivered or the order fulfilled as described.
• Change of mind or buyer's remorse after a transaction has been executed.
• A change in exchange rates after the transaction was booked or completed.
• Failure to read the applicable terms, pricing, fees or timelines before paying.
• A dispute raised without first contacting us and allowing a reasonable opportunity to resolve it.
• An attempt to reverse a legitimately completed regulated transaction, or to circumvent KYC, compliance or regulatory holds.

7. Third-Party Products (Insurance, SIM, Travel)

Travel insurance products are regulated under IRDAI guidelines and are issued by the respective insurer. All cancellations and refunds are governed solely by the terms of the policy issued by that insurer and are processed by the insurer. We do not control or guarantee such refunds and assume no liability for them, though we will assist with coordination.

International SIM cards, eSIMs and travel or tour bookings are supplied by third-party vendors. We act as a facilitator only; cancellation and refund terms are set by the respective operator or vendor.

Where a chargeback is raised against us for a third-party product that was delivered as described, or where the provider has declined a cancellation under its own terms, we will contest the chargeback and refer the dispute to that provider.

8. How to Raise a Dispute With Us

To help us resolve your concern quickly, please email support@rbpfinivis.com with the following:

• Your full name (as registered) and registered mobile number and email address;
• The order / transaction / reference ID;
• The date, amount and payment method used;
• A clear description of the issue; and
• Any supporting documents (payment receipt, bank statement excerpt, screenshots).

We will acknowledge your request within 2 (two) business days, investigate, and communicate an outcome — including any eligible refund — within 7 (seven) business days, or within the timeline stated in our Cancellation & Refund Policy where a different period applies. Any approved refund is made only to the original payment instrument or source account, in Indian Rupees, in line with RBI and FEMA requirements.

9. How We Handle Chargebacks

If a chargeback is filed with your bank, we are notified by our payment gateway or aggregator and/or the acquiring bank. We investigate every chargeback on its merits. Where the transaction was validly authorised and the service was delivered, we will contest (represent) the chargeback and submit supporting evidence to the bank and payment network, which may include: KYC records, transaction and authorisation logs, remittance or delivery confirmations, communications with you, device / IP information, and any signed application or declaration forms.

We cooperate fully with the acquiring bank, payment aggregator and the applicable card-network or NPCI rules (Visa, Mastercard, RuPay, UPI) and with RBI guidelines throughout the chargeback and representment process.

10. Verification & Documentation

As a regulated money changer, we are required to verify the identity of the customer and the underlying KYC before resolving any dispute or processing any refund. We may therefore request additional documents or information from you. We are unable to process a reversal or refund that would breach our regulatory, KYC, AML or sanctions obligations.

11. Consequences of Invalid or Fraudulent Chargebacks

Where a chargeback is found to be invalid, illegitimate or fraudulent, we reserve the right to:

1. Contest the chargeback with the bank and payment network and submit evidence of the valid transaction;
2. Recover the disputed amount, together with any chargeback fees or penalties levied on us by the bank or payment gateway, to the extent permitted by law;
3. Suspend or terminate your account, and decline to provide further services; and
4. Report the matter to the acquiring bank, payment aggregator and, where appropriate, to law-enforcement or regulatory authorities.

12. Timelines

We acknowledge chargeback notifications received from the bank or gateway within 2 (two) business days and submit our representment within the period stipulated by the acquiring bank and applicable card-network rules (typically 7–15 days). Customer-raised disputes are targeted for resolution within 7 (seven) business days. Actual timelines for bank-led chargebacks are governed by the relevant bank and payment-network rules and may vary.

13. Fees

Where a chargeback is determined to be invalid, any processing fees or penalties imposed on us by the bank or payment gateway in connection with that chargeback may be recovered from the customer, to the extent permitted by applicable law.

14. Related Policies

This Policy should be read together with our Terms of Service, Privacy Policy and Cancellation & Refund Policy. In the event of any conflict specifically concerning chargebacks, this Policy prevails.

15. Contact & Grievances

For any question about this Policy, a transaction, a refund or a chargeback, please contact:

If you are not satisfied with the outcome, you may escalate to our Grievance & Nodal Officer, Shanta Kumar, at grievance@rbpfinivis.com — see our Complaints Handling page for the full escalation matrix.

16. Governing Law & Jurisdiction

This Policy is governed by and construed in accordance with the laws of India. Subject to applicable consumer-protection law, the courts at Panchkula, Haryana shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy.

17. Changes to this Policy

We may update this Policy from time to time to reflect changes in law, regulation, payment-network rules or our business practices. The current version, with the date it was last updated, is always published on our website. Continued use of our services after an update constitutes acceptance of the revised Policy.