Refund rules for GemFusionPay FASTag support with proof-based review.

1. Introduction

This Refund Policy applies to FASTag recharge assistance, payment status support, failed payment support, duplicate payment support, refund query assistance and customer service provided through this website by GEMFUSION TECHNOLOGIES PRIVATE LIMITED.

By using this website, submitting a support query, making a payment or contacting support, you agree to this Refund Policy along with the Terms & Conditions and Privacy Policy published on this website.

Refunds are not automatic in every case. Each refund query is reviewed based on payment status, transaction reference, service status, user-submitted details, payment gateway response, bank response, FASTag issuer response and applicable service rules.

2. Eligible Refund Cases

A refund may be considered only after verification of transaction details and service status. Refund eligibility depends on whether the payment was actually received, whether the recharge/service was processed and whether the user submitted correct information.

Refund may be considered in these cases:

• Payment was deducted but the FASTag recharge/service request was not processed.
• Duplicate payment was made for the same FASTag recharge request.
• Payment was successful but the transaction failed at payment gateway, bank, UPI or service processing level.
• Payment was received but GemFusionPay was unable to process the service request.
• Incorrect amount was charged due to a verified technical or system issue.
• Refund is approved by GemFusionPay after internal review of payment and service records.

3. Non-Refundable Cases

Refund will not be provided in cases where the service has already been successfully processed or the issue occurred due to incorrect, incomplete or misleading information submitted by the user.

Refund is generally not applicable in these cases:

• FASTag recharge/service has been successfully processed.
• User entered wrong vehicle registration number.
• User entered wrong registered mobile number.
• User selected or submitted wrong FASTag bank, issuer or provider details.
• User changed mind after payment or after service processing started.
• Payment proof or transaction reference is missing, invalid, altered or unverifiable.
• Delay occurred due to bank, UPI, payment gateway, FASTag issuer, telecom or third-party system.
• User shared incorrect details or raised a false, fraudulent or duplicate claim.
• Service charges, gateway charges, convenience charges or other non-refundable charges were already incurred, where applicable.

4. Cancellation Policy

FASTag recharge and payment-related service requests may move quickly into processing after payment confirmation. Once a recharge or service request has been processed or initiated with the relevant system, cancellation may not be possible.

• Cancellation requests must be raised immediately after payment if the user wants to stop processing.
• Cancellation is not guaranteed once service processing has started.
• Cancellation is not available after successful recharge/service completion.
• If cancellation is accepted before processing, refund may be initiated as per this Refund Policy.

5. Refund Request Process

To raise a refund query, the user must contact GemFusionPay support through the official phone number or email address listed on this website.

Refund request steps:

6. Refund Timeline

Once a refund request is accepted and approved by GemFusionPay, the refund is generally initiated within 5 to 10 business days. The final credit timeline may depend on the bank, UPI provider, payment gateway, wallet provider, card issuer, settlement cycle and payment method used by the user.

In some cases, banks or payment providers may take additional time to reflect the refunded amount in the user’s account. GemFusionPay can share refund initiation details where available, but the final credit depends on the user’s payment provider.

7. Details Required for Refund Query

Refund queries cannot be reviewed properly without complete and accurate payment and service details.

User must provide:

• Full name, if requested for support
• Registered mobile number
• Email address
• Vehicle registration number
• FASTag bank, issuer or provider name
• Recharge amount
• Payment date and approximate time
• Transaction ID, UPI reference, RRN, bank reference, order reference or payment gateway reference
• Payment screenshot or proof, if available
• Clear explanation of the issue

If the user fails to provide complete or correct details, refund review may be delayed, rejected or kept pending until required information is provided.

8. Pending, Failed and Deducted Payments

Payment status may sometimes appear as pending, failed, deducted, processing or successful depending on the response from banks, UPI apps, payment gateways or issuer systems.

• If payment failed and amount was not deducted, no refund is applicable.
• If payment failed but amount was deducted, the user should share transaction details with support.
• If payment is pending, the user should wait for payment confirmation or contact support with payment reference.
• If payment is deducted and service is not processed, refund query will be reviewed after verification.

9. Duplicate Payment Cases

If the user made more than one payment for the same FASTag recharge request, the user must share all transaction references separately.

Required details for duplicate payment review:

• Both or all transaction IDs
• Payment screenshots for all payments
• Payment date and amount for each transaction
• Vehicle number and registered mobile number
• FASTag provider or issuer name

Duplicate payment refunds are reviewed based on whether more than one payment was actually received and whether only one service/recharge was processed.

10. Chargebacks, Disputes and Fraudulent Claims

Users should contact GemFusionPay support before raising a bank dispute or chargeback, so the issue can be reviewed with proper transaction details.

If a user raises a false dispute, submits altered proof, makes a fraudulent refund claim or misuses chargeback mechanisms after successful service processing, GemFusionPay may submit relevant service and transaction records to the payment provider, bank, gateway, legal authority or dispute resolution channel.

GemFusionPay reserves the right to reject fraudulent, false, abusive, duplicate or unverifiable refund claims.

11. Third-Party Payment and Issuer Dependency

FASTag recharge and refund support may depend on third-party systems such as banks, UPI providers, payment gateways, wallet providers, card networks, FASTag issuers, telecom networks and technology service providers.

GemFusionPay is not responsible for delays, downtime, incorrect status, gateway failure, bank delay, issuer delay or payment settlement delay caused by third-party systems beyond its reasonable control.

12. Safety Notice

GemFusionPay support may ask for service-related details such as vehicle number, mobile number, payment reference, amount, payment date and screenshot. GemFusionPay support does not need sensitive banking credentials for refund review.

13. Policy Updates

GEMFUSION TECHNOLOGIES PRIVATE LIMITED may update this Refund Policy from time to time due to changes in service process, payment rules, bank or gateway requirements, legal requirements, operational changes or business needs.

Updated versions will be posted on this page with the revised “Last Updated” date. Continued use of the website or service after changes means the user accepts the updated Refund Policy.

14. Grievance Officer and Contact Details

For refund queries, failed payment issues, duplicate payment concerns, cancellation requests, transaction support or grievance communication, users may contact GemFusionPay through the official details listed below.

Grievance Officer

Name: SAROJ SINGH (DIN)
Designation: Grievance Officer
Company: GEMFUSION TECHNOLOGIES PRIVATE LIMITED

Address:
Office No. 2, Jsel Building, Malviya Nagar, Jaipur, Rajasthan – 302017, India

Phone: +91 8741976556
Email: info@gemfusionpay.in
Support Working Hours: Monday to Friday, 9:00 AM to 6:00 PM