Your Trust Matters
At Brillianix Hub, your trust is our top priority, and that includes how we handle refunds. This Refund Policy explains the circumstances under which a refund may be issued, how to request one, and what you can expect from both Brillianix Hub and the merchants you interact with.
The terms “we,” “our,” and “us” refer to Brillianix Hub, while “you” and “your” refer to the users of our platform. Please read this policy carefully to understand your rights and responsibilities.
Who This Policy Covers
This policy applies to all users of our platform, including individual customers, merchants, and business partners. It governs transactions processed through our payment gateway, including payments via credit/debit cards, net banking, UPI, and digital wallets.
Note that this policy does not replace the merchant’s own refund policies for their products or services. It only applies to the payment process and does not cover the goods or services themselves.
When You Can Receive a Refund
Refunds may be issued in the following situations:
Duplicate or Incorrect Payments: If a technical issue results in multiple or incorrect charges.
Failed Transactions: Payments that fail due to system errors or bank issues.
Extra Charges: If additional fees are applied due to platform or gateway errors.
Unauthorized Transactions: Payments confirmed as unauthorized after investigation.
Mistaken Payments: Payments made in error because of system malfunctions.
Canceled Transactions: Payments canceled based on the merchant’s request and policy.
Refunds are processed only after the merchant confirms eligibility and requests the refund.
When Refunds Are Not Available
Some payments are non-refundable. Refunds generally do not apply to:
Service Fees: Charges for setup, convenience, or platform usage.
Completed Services: Fees for services such as KYC verification or onboarding.
Explicitly Non-Refundable Payments: Transactions marked as non-refundable.
Policy Violations: Payments linked to fraudulent activity or terms violations.
Late Claims: Requests submitted after the time limit set by regulations.
Missing Documentation: Claims without required supporting documents.
Platform Fees and Deductions
Certain fees, such as gateway charges, convenience fees, or setup costs, are non-refundable unless a payment fails due to a platform error. Refunds may be adjusted to account for processing costs already incurred, and this will be clearly communicated.
How to Request a Refund
To request a refund, please follow these steps:
Contact Us: Reach out to info@brillianixhub.com.
Provide Details: Include payment ID, date, amount, payment method, and reason for the refund.
Share Evidence: Attach supporting documents, such as screenshots or merchant communications.
Verification: Our team may request additional information to complete the process.
Following these steps ensures your refund is processed quickly and transparently.
Refund Processing Time
Once approved, refunds are initiated within 5–7 business days. The time it takes for the amount to reflect in your account depends on your bank, card issuer, or payment method. We will send a confirmation notification once the refund has been processed.
Transaction Reversals and Chargebacks
If you dispute a transaction directly with your bank, a chargeback process is initiated. We work with the merchant to resolve the issue. If approved, the funds are returned to you, and any applicable fees may be the merchant’s responsibility. All cases are verified to protect both customers and merchants.
Taxes and Other Fees
Refunded amounts may include taxes such as GST where regulations allow. Administrative or processing fees may be deducted, and details will be clearly stated in your refund confirmation.
Merchant Responsibility
Merchants approve refunds for their products or services. We process refunds only upon merchant request, except in cases of confirmed platform errors or fraud. Merchants are expected to maintain clear refund policies and cooperate in resolving disputes.
Policy Updates
This policy may be updated to reflect new regulations or service improvements. Updates will appear on this page with a revised “Last Updated” date. Continuing to use the platform after changes constitutes acceptance of the updated policy.
Contact Us
For any questions or assistance regarding this Refund Policy, please contact us at:
info@brillianixhub.com
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