Refunds, Reversals, and Failed Payments Policy

Document information

GlocalPe Refunds, Reversals & Failed Payments Policy

Effective Date: 1st November 2026

Operated by Dhaniti Fintech Solutions Private Limited. This policy applies only to the GlocalPe services and activities within its stated scope. Applicable law and binding service-specific agreements govern where relevant.

1. Scope and governing documents

This Policy provides general guidance for payment instructions initiated or displayed through GlocalPe. A transaction’s outcome depends on the actual service, payment method, responsible provider, bank, network, transaction stage and binding agreement.

For PayGlocal-enabled services, the merchant’s separate agreement with PayGlocal, applicable PayGlocal service terms, refund procedures, payment-method rules and law govern the service-specific process. This Policy does not replace or amend those documents. A PayGlocal process or timeline must not be assumed to apply to another provider or service.

2. Refund entitlement and merchant policy

Refund eligibility depends on applicable law, the merchant’s published customer-facing cancellation, return and refund terms, the underlying transaction, service-specific agreement and provider/payment-method rules. A payment delay or customer request does not automatically create a right to a refund.

Where you sell goods or services, you are responsible for establishing, maintaining and clearly presenting your cancellation, return and refund policy as required by applicable law, your provider agreement and payment-method rules. Where required by the applicable provider or service, that policy must be made available for review during onboarding and kept current. It should accurately explain eligibility, exclusions, process and any applicable timelines.

For a purchase from a merchant, the payer should first contact that merchant regarding cancellation, returns, service disputes or refund entitlement, unless the applicable service terms specify another route. A merchant must not promise a refund it is not authorised or able to arrange.

3. How to request or process a refund

Submit a request through the channel designated for the relevant service and include the transaction reference, date, amount/currency, payment method and reason. The merchant or responsible provider may request supporting records. Use only the authorised merchant portal, API or other documented process for the selected service.

PayGlocal’s published merchant refund materials describe refund processing through its supported merchant portal/API mechanisms and set conditions for those mechanisms, including transaction-linked refunds and return to the original source. Availability, permitted refund amount, technical prerequisites, exceptions and timing must be confirmed against the current PayGlocal merchant instructions and the merchant’s applicable agreement before the transaction is handled. Do not assume that a standalone refund or alternate route is available.

Where a provider requires the merchant to initiate or approve the instruction, GlocalPe will not represent that it can independently create or approve that refund. Any instruction issued by Dhaniti on a merchant’s behalf must be within the merchant’s explicit, valid and applicable authorisation and the provider’s accepted workflow.

4. Failed, pending, delayed or returned transactions

A transaction may be pending, rejected, returned, delayed or incomplete because of incorrect details, provider or bank processing, compliance review, missing information, payment-method rules, technical interruption or other causes. A displayed status may be based on information received from a provider and may not establish final settlement or beneficiary credit.

Do not initiate a duplicate payment solely because a status has not changed. Contact support@glocalpe.com with the reference so we can route the inquiry where transaction information is available. A provider, bank or network may need to investigate or confirm the result. We do not promise a universal completion, investigation or resolution time.

5. Refund route, currency, charges and timing

Where a refund, reversal or return is approved or required, it will be handled by the responsible merchant, provider, bank or other entity under the applicable process and law. The route, currency, exchange rate, charges, deductions and timing may differ from the original transaction.

Cross-border transactions may involve currency conversion, intermediary institutions, returned funds or additional documentary requirements. The amount ultimately credited may vary due to applicable FX conversion or lawful fees and charges. Material charges and terms should be disclosed before the relevant transaction where required.

Any time estimate published by a responsible provider applies only within its stated scope and conditions. PayGlocal’s published guidance has described a 3–5 working-day reflection period for certain processed refunds; this is not a GlocalPe-wide guarantee, does not establish when a refund will be approved or initiated, and must be checked against current provider disclosures and the applicable merchant agreement before being quoted.

6. Disputes, chargebacks and unauthorised transactions

Report suspected unauthorised or fraudulent activity promptly to support@glocalpe.com and, where appropriate, your bank or payment provider. Issuer, network, provider and statutory dispute processes may apply. A complaint or chargeback request does not guarantee a reversal or refund.

Merchants must cooperate with reasonable, applicable information requests and provide transaction evidence within the timeframe specified by the responsible provider or relevant rules. Records may include invoices, customer communications, order details, fulfilment or service-delivery evidence and refund/cancellation terms.

7. Information and privacy

Provide only information reasonably relevant to the request and use an appropriate secure channel for supporting documents. Never share passwords, OTPs, private keys or full payment credentials. Information is handled under the GlocalPe Privacy Policy and applicable provider notices and agreements.

8. Contact and limitations

Contact support@glocalpe.com for routing assistance. Dhaniti may help identify or communicate with the responsible provider, but does not assume control over funds held by a provider or promise refund approval, transaction completion, reversal or a release date unless expressly confirmed by the legally responsible entity.

Nothing in this Policy excludes a consumer or other statutory right, obligation or remedy that cannot lawfully be excluded.

END OF POLICY