This Refund & Dispute Resolution Policy (“Policy”) governs the manner in which transaction disputes, operational discrepancies, refund claims, settlement reviews, reversals, recoveries, and related matters are handled on the platform operated under the brand name “DotMik Mitra” (“Platform”) by DotMik Software Private Limited (“Company”).
The Platform operates as a retailer-oriented recharge facilitation system through which registered retailers and authorized business users may undertake recharge-related operational activities using the technological infrastructure and operational systems made available by the Company.
All transactions, operational activities, commission settlements, and service-related actions processed through the Platform shall remain subject to internal verification, operational assessment, reconciliation procedures, compliance review, and transaction validation mechanisms implemented by the Company from time to time.
No operational settlement, commission entitlement, transaction status, or payment-related adjustment shall be deemed final unless verified and approved through the Company’s internal operational and verification processes.
Transactions processed through the Platform may be reviewed in circumstances including, without limitation, customer complaints, transaction disputes, recharge discrepancies, operational inconsistencies, technical irregularities, suspicious activities, unauthorized transaction reporting, settlement-related concerns, or verification mismatches.
Where any dispute, complaint, or transaction-related concern is reported in relation to a recharge activity processed through the Platform, the Company reserves the right to initiate an internal review and verification process for the purpose of examining the authenticity, operational validity, transaction status, and associated activity relating to such transaction.
During the course of review, the Company may examine transaction records, recharge logs, system-generated activity, account history, communication records, operational patterns, retailer conduct, technical data, and any supporting information considered relevant for the purpose of determination of the dispute.
The concerned retailer or User shall cooperate fully with the verification and review process and shall furnish such clarification, records, screenshots, confirmations, or supporting material as may be requested by the Company from time to time.
Where, upon completion of review and verification, the Company determines that a refund, reversal, operational correction, or adjustment is warranted, the Company may process such eligible refund or adjustment within approximately seven (7) working days from completion of the internal verification process, subject to operational feasibility, reconciliation procedures, technical dependencies, and associated settlement mechanisms.
Refund timelines may vary depending upon the complexity of the dispute, availability of operational records, dependency upon third-party systems, technical assessment requirements, banking channels, or external processing infrastructure involved in the transaction flow.
The Company reserves the sole and absolute right to reject any refund claim, dispute request, or operational adjustment request in circumstances where:
Retailers operating through the Platform shall remain solely responsible for all operational activities, transaction confirmations, recharge status reporting, and service-related actions initiated, marked, processed, or represented through their registered accounts
n circumstances where a retailer incorrectly marks, reports, represents, or confirms a recharge transaction as successful, completed, processed, or resolved, and subsequent operational review, customer complaint investigation, technical verification, or dispute resolution establishes negligence, operational misconduct, misrepresentation, manipulation, or fault attributable to the retailer, the Company reserves the unrestricted right to initiate operational recovery proceedings against the concerned retailer.
Such recovery actions may include reversal of commissions, withholding of settlements, adjustment against future operational earnings, deduction from wallet balances or pending amounts, suspension of account privileges, restriction of operational access, permanent termination of Platform access, or initiation of legal, compliance, or recovery proceedings as deemed appropriate by the Company.
The Company further reserves the right to withhold, suspend, reverse, adjust, or recover any operational benefit, settlement amount, commission entitlement, or transaction-related credit pending completion of verification, reconciliation, or dispute review procedures.
Submission of a dispute, refund request, complaint, or operational claim shall not automatically entitle any User or retailer to refund, compensation, reversal, settlement release, or favorable determination. All requests shall remain subject to operational assessment, technical review, reconciliation procedures, and internal verification processes conducted by the Company. The Company acts solely as a technology-enabled operational facilitation platform and shall not be held liable for transaction delays, recharge failures, technical interruptions, telecom-related disruptions, server downtime, external infrastructure failure, third-party processing issues, or operational deficiencies attributable to systems, channels, infrastructure providers, or service entities beyond the direct control of the Company. To the fullest extent permissible under applicable law, the Company shall not be liable for any indirect, incidental, consequential, commercial, reputational, punitive, or business-related losses arising out of or relating to recharge disputes, transaction reversals, refund processing, operational delays, technical disruptions, settlement reviews, or recovery proceedings governed under this Policy.
The Company reserves the right, at its sole discretion and without prior notice, to amend, revise, supplement, replace, interpret, or update this Policy from time to time. Any revised version shall become effective immediately upon publication on the Platform unless otherwise specified. This Policy shall be governed by and construed in accordance with the laws of India and shall be subject exclusively to the jurisdiction of the competent courts situated at New Delhi, Delhi.