Refund & Cancellation Policy

Overview

This Refund & Cancellation Policy applies to payments made on the BANQUEEN.IN platform, including but not limited to retailer activation fees, wallet top-ups, service fees and other BANQUEEN-billed charges. It does not replace or override the refund, cancellation or chargeback policies of product providers (banks, NBFCs, insurers, AMCs) whose products you apply for through the Platform.

By making any payment on BANQUEEN, you acknowledge and agree to this policy. Product-specific fees such as loan processing charges, credit card annual fees, insurance premiums, investment amounts and demat fees are governed by the respective product provider's terms.

Retailer Activation Fee

Authorised retailers are required to pay a one-time platform activation fee of ₹299 (inclusive of applicable taxes) at the time of onboarding. This fee is charged to verify retailer identity, provide dashboard access, training materials and support infrastructure.

The retailer activation fee is strictly non-refundable once the retailer account has been activated and dashboard access has been granted, except in cases of duplicate payment or technical error where the same payment was processed more than once.

If a retailer account is rejected during the onboarding verification process (e.g., due to failed KYC, invalid documents or non-eligibility), the activation fee will be refunded to the original payment source within 7-10 business days.

Wallet Top-up Refunds

Retailers can top up their BANQUEEN wallet using approved payment methods. Wallet balance is a prepaid monetary value that may be used for BANQUEEN services as described in the Wallet Usage Policy.

Conditions for Wallet Refund

• Wallet balance is not refundable to cash or bank account except as described below.
• If a wallet top-up transaction fails due to a technical or gateway error and the amount has been debited but not credited to the wallet, the amount will be either auto-refunded by the payment gateway within 5-7 business days or credited to the wallet upon confirmation.
• If a retailer chooses to close their account, any unused wallet balance may be refunded to the registered bank account, subject to a service charge of 2% (or ₹50, whichever is higher) and a verification period of up to 15 business days.
• Wallet balance used for leads, services or payments already consumed is not refundable.

Wallet Withdrawal

Commissions, rewards and cashback earned through the retailer programme may be withdrawn to the registered bank account in accordance with the wallet withdrawal rules, minimum thresholds and applicable TDS provisions.

Refund of Service Fees

BANQUEEN may charge service fees for premium assistance, document collection, priority processing or concierge support. Refund eligibility for these services is as follows:

Product Provider Charges

When you apply for a product through BANQUEEN, the product provider may charge fees such as processing fees, annual fees, premiums or other charges. These are collected by or on behalf of the product provider and are governed by their own refund and cancellation terms.

BANQUEEN does not collect these fees unless explicitly stated. If a product provider issues a refund, the timeline and mode of refund are determined by the provider. BANQUEEN may assist in communication but is not responsible for delays or denials by the provider.

Failed Transactions

If a payment is debited from your account but not successfully credited to BANQUEEN or your wallet due to a technical, gateway or processing error, the following applies:

• The payment gateway will automatically reverse the amount to your source account within 5-7 business days in most cases.
• If the amount is not reversed within 7 business days, please share the transaction ID and payment receipt with our support team.
• BANQUEEN will co-ordinate with the payment gateway and provide a refund or wallet credit within 7-10 business days of verification.
• We are not responsible for delays caused by banks, payment gateways or network issues beyond our reasonable control.

How to Request a Refund

To request a refund, please follow these steps:

Alternatively, you can email us at support@banqueen.in or call +91 8797849716 with your refund request.

Refund Timeline

Refund timelines depend on the payment method and the nature of the refund. The following are standard timelines after a refund is approved and initiated:

These timelines are indicative. Actual credit to your account may vary depending on your bank, card issuer or payment provider.

Chargebacks & Disputes

If you initiate a chargeback or payment dispute with your bank or card issuer without first raising a refund request with BANQUEEN, the following applies:

• We reserve the right to contest chargebacks that are not made in good faith or are not in compliance with this policy.
• We may suspend or terminate accounts involved in fraudulent or abusive chargeback activity.
• We encourage you to contact our support team before raising a chargeback so that we can resolve the issue amicably and quickly.

Non-Refundable Items

The following are generally not eligible for a refund, unless there is a duplicate or erroneous transaction:

• Retailer activation fee of ₹299, once the account is activated.
• Wallet balance that has already been used or consumed for services or leads.
• Service fees where the service has already been substantially performed.
• Product provider fees such as loan processing charges, insurance premiums and investment amounts.
• Any amount paid for a product where the application has been approved, policy issued or account opened.
• Late payment charges, penalties or taxes levied by product providers or government authorities.

Exceptions

Notwithstanding the above, BANQUEEN reserves the right to issue a refund in exceptional circumstances, including but not limited to:

• Proven technical errors leading to duplicate or incorrect charges.
• Fraud or unauthorised transactions reported and verified promptly.
• Legal or regulatory orders requiring a refund.
• Customer hardship or goodwill cases, at BANQUEEN's sole discretion.

Contact

For any refund or cancellation related query, please contact us at: