Refund & Cancellation Policy

1. Overview

ETISALAT ENTERPRISE PRIVATE LIMITED (CIN: U62090MH2025PTC438482, GSTIN: 24AAICE6002F1Z4), located at Shop No. 314, Third Floor, The Gelleria, Nr. Anupam Business Hub, Yogi Chowk to Kiran Chowk Road, Yogi Chowk, Surat - 395010, Gujarat, India, operates as an enterprise fintech technology provider and financial advisory institution.

2. Failed Transactions & Auto-Reversals

In situations where a payer's bank account or card is debited but the merchant system fails to receive confirmation due to network timeouts, inter-bank switch delays, or internet dropouts:

• The automated switch initiates an automatic reversal command through the remitter's payment network.
• In compliance with RBI Circular on Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions, debited funds are typically restored to the source account within T + 5 business days.
• Payers are encouraged to provide the UTR / RRN (Bank Reference Number) to our support team at business@etisalat.live or call +91 9737128679 for expedited tracking if funds are not returned within the prescribed window.

3. Merchant-Initiated Refunds

When an onboarding merchant issues a refund to their customer (e.g., product return, order cancellation, or service non-delivery):

• The refund can be triggered via the Etisalat Merchant Dashboard or through our programmatic Refund API.
• Refunds are routed back exclusively to the original source of payment (UPI ID, source Card, or source NetBanking account) as required by anti-money laundering regulations.
• Estimated processing times post-approval:
  • UPI & Immediate Wallets: Instant to 24 hours.
  • Debit / Credit Cards & NetBanking: 3 to 7 business banking days, subject to the issuing bank's settlement cycle.

4. Financial Advisory Engagements Cancellation

For corporate financial advisory, debt syndication evaluation, or capital restructuring retainers entered into with Etisalat Enterprise Private Limited:

• Preliminary Consultation: Clients may cancel a scheduled consultation up to 24 hours prior to the booked time without penalty.
• Formal Retainers & Syndication Mandates: Retainer fees compensate for initial financial due-diligence, financial model creation, and executive time invested. Once formal project evaluation has commenced, retainer fees are non-refundable, unless explicitly specified in writing within the signed Service Level Agreement (SLA).

5. Chargebacks and Dispute Handling

If an end-consumer disputes a transaction directly with their card issuer or bank:

• The Merchant will receive an automated Chargeback Notification requiring submission of Proof of Delivery (POD) or Service Completion within 5 business days.
• Etisalat Enterprise represents the dispute before the acquiring bank. If resolved in the merchant's favor, reserved funds are released to the merchant's account.

6. Contact for Grievances & Refund Escalations