Refund Policy

1. Refunds, Chargebacks, and Disputes

In most cases, refunds  are processed within 72 hours. However, the exact timeline can vary depending on the policies of the bank or financial institution involved, as well as the type of transaction and payment method used. It’s essential to keep records of the transaction and to contact the merchant or service provider promptly if you haven’t received your refund within this timeframe. They can often provide updates on the status of the refund and help resolve any issues that may arise.

Refunds and Chargebacks. Except as set forth in these Combined Google Pay Terms, all Transactions processed through the Google Pay Services are non-refundable to the Sender by Google Pay and are non-reversible by the Sender through the Google Pay Services. You may have additional refund or chargeback rights under your Payment Instrument issuer agreement or under applicable regulations. You should review the statements you receive from the issuer of your Payment Instrument which should reflect all Transactions through the Google Pay Services.

In the event that the Sender’s Payment Instrument issuer requests a chargeback for a Transaction, Google reserves the right to reverse the Transaction amount. Google further retains the rights to set-off any chargeback amount from subsequent payments to be transferred to the Recipient.

Disputes. You understand that a payment Transaction is solely between the Sender and the Recipient and Google does not provide any guarantees or warranties with respect to any User, Biller, Merchant, third party or any service, good or delivery level commitment provided by such User, Biller, Merchant or third party. Use of Google Pay Services in no way represents any endorsement by Google of any User, Biller, Merchant or third party. You should ensure that you have undertaken adequate due diligence prior to transferring payments to anyone using Google Pay Services. Any dispute is between the Sender and Recipient without making Google and/or the Payments System Providers, a party to such disputes. However, in relation to UPI Payment Transactions, we are responsible for facilitating grievances / complaints resolution for Users. We shall be the first point of contact for all UPI Payment Transaction related grievances/complaints for Users. In case the complaint or grievance remains unresolved, the next level for escalation will be the PSP, followed by the Customer’s Bank and lastly NPCI. After exercising these options you can approach the Banking Ombudsman and or the Ombudsman for Digital Complaints, as the case may be.

In addition, if you choose to use your BHIM UPI or Credit Card credentials created through Google Pay to send payments to a merchant or third party who is not using Google Pay Services for the purpose of processing and/or settlement of funds, Google’s role will be limited to providing the payment instructions to the Payments System Provider. Google will neither be responsible for the processing or settlement of the Transaction nor for any delivery or service fulfilment, provided Google may, in certain circumstances, act as a payment collection agent for the Recipient for the limited purpose of receiving funds on the Recipient’s behalf. It is your responsibility to ensure that the correct information has been provided by you or that you have selected the correct Recipient.

Google is not obligated to mediate disputes between Senders and Recipients or between the Sender/Recipient and the Payment Participants. However, Google will assist Users in communicating with each other regarding a dispute or in sending the User’s complaint to the respective Payment Participant, if required under Applicable Laws or Payment Participant Rules. In the event of any complaints regarding Google Pay Services, please contact Google and we will work with you to resolve it, where possible.

Waiver and Release. You agree to release Google and Group Companies, and their agents, contractors, officers and employees, from all claims, demands and damages (actual and consequential) arising out of or in any way connected with a dispute. You agree that you will not involve Google in any litigation or other dispute arising out of or related to any transaction, agreement, or arrangement with any Recipient, Sender, advertiser or other third party in connection with the Google Pay Service. If you attempt to do so, (i) you shall pay all costs and attorneys’ fees of Google, and Group Companies and shall provide indemnification as set forth below, and (ii) the jurisdiction for any such litigation or dispute shall be limited as set forth below. However, nothing in these Combined Google Pay Terms shall constitute a waiver of any rights, claims or defenses that you may have with respect to a Payment Transaction under the respective Payment Participants Rules or Applicable Laws.

2. Responsibility for Taxes

The reporting and payment of any applicable taxes arising from the use of Google Pay Services is your responsibility. You hereby agree to comply with any and all applicable tax laws in connection with your use of Google Pay Services, including without limitation, the reporting and payment of any taxes arising in connection with Payments made through Google Pay Services, or funds/income received through Google Pay Services

3. Privacy and Communications

Privacy. In addition to other clauses in the Combined Google Pay Terms, you agree and specifically consent that we may collect, store, and use your personal data and any communications made through Google Pay, in accordance with Applicable Laws, and our Privacy Policy, which explains how we treat your personal data and protect your privacy when using Google Pay. In addition to our Privacy Policy, the paragraph below details the use of UPI Transaction Data and Loan Application Data.

UPI Transaction Data:

Google may share your payments related information, including UPI Transaction Data, with Merchants, Banks, Third Party Providers and service providers as required for the purpose of operations, settlement payment processing, and promoting Google Pay Services.

Your UPI Transaction Data will not be used for any monetisation purpose (eg. for advertisements) by any entity other than Google (in other words, Google India Digital Services Private Limited).

If you are a Recipient, you agree and specifically consent that Google may store your information including bank account number on Google Pay for the purpose of sending you payments.

You agree and specifically consent that Google may, through automated means, access your Google Pay navigational, log, and correspondence information/data. This information/data will help us analyze the merchants, markets, technology, operating systems, browsers, devices, locations from/for which our Google Pay Services are used. For example, such information and its analysis will help us to better understand your needs and provide you with a wider range of services, or developing updates for particular operating systems and mobile application versions, etc. The information collected also helps us offer you other products, programs, or services including Offers as provided by Merchants or Billers that we believe may be of interest to you or alert you in case of software compatibility issues.

You agree and specifically consent that Google may, through automated means, access your messages on your mobile device/mobile number and retrieve/use information from your messages to provide you with enhanced services by Google or Group Companies. For example: OTP is a one-time password which is provided by your issuing bank in order to carry out the second factor authentication. If you allow us to access your messages, you understand that we may retrieve your OTP from the message received on your mobile device/number and populate and submit the OTP for second factor authentication.

You represent that you have obtained all requisite prior consents and waivers necessary from any third party or Recipients and have provided such third party or Recipient with notice to permit Google, Group Companies and Payment Participants to carry out actions described in this paragraph. You further warrant that you will provide such notices and secure such necessary consents and waivers in advance of providing similar information to Google in the future.

If you choose to delete or wipe-out any information or data from Google Pay or your Google Account or you or Google choose to terminate the use of your Google Account or Google Pay Services, you understand that we may still retain, use and/or disclose such information/data for legal reasons detailed in the Google Privacy Policy.

The Google Privacy Policy explains how we treat your personal data and protect your privacy when using Google Pay.