Refund Policy

Vexoli is operated by Vexoli. Vexoli provides the UPI payment service used by the merchant you purchased from; your contract for the goods or services themselves is with that merchant. Questions about this policy: support@vexoli.theraphael.online.

Refunds for goods or services are approved by the merchant you purchased from, under that merchant’s own refund and returns terms and applicable law. Vexoli does not decide whether a purchase qualifies for a refund. Once the merchant approves a refund, Vexoli processes it — the merchant does not need to pay you separately, and you should not be asked to pay any charge to receive an approved refund.

Approved refunds are processed by Vexoli back to the source account — the bank account / VPA from which the original UPI payment was made. Refunds cannot be redirected to a different account, a different person, or paid out in cash. The refund is recorded against the original order in the merchant’s ledger, the corresponding amount is debited from the merchant’s wallet balance (or recovered from a later settlement if the amount has already been settled), and the order’s status and tracking page are updated so both the merchant and the customer can see its progress.

A refund can be for the full order amount or, where the merchant approves a partial refund, for part of it. Only amounts that were verified as successfully paid on that order can be refunded on it.

Contact the merchant first, quoting your Order ID, and ask them to approve the refund under their refund terms. If you cannot reach the merchant, or the merchant has approved the refund but it has not been processed, contact Vexoli at support@vexoli.theraphael.online or through the Contact page with your Order ID and your UPI transaction reference (UTR), and we will contact the merchant and track the refund for you. Never share your UPI PIN or bank password with anyone in connection with a refund — neither the merchant nor Vexoli will ever ask for it.

If you paid twice for the same order, or paid an amount different from the amount shown on the cashier, the following resolution flow applies:

1. Report it. Contact the merchant or write to support@vexoli.theraphael.online with the Order ID and the UTR of each payment you made.
2. We trace it. We match each UTR and amount against the order and its verification records. A second verified payment for an order that was already fulfilled by the first payment is treated as a duplicate; an amount that does not match the order is treated as a wrong-amount payment.
3. Resolution. For a duplicate payment, the duplicate amount is refunded in full to the source account once the merchant confirms the order was fulfilled only once — if the merchant does not respond within 3 business days of our notice, we may process the duplicate refund on the strength of the verification records alone. For a wrong-amount payment, the merchant may either apply the amount paid against the order (with any shortfall or excess settled between you and the merchant) or approve a refund of the amount actually paid, which we then process to the source account.
4. Confirmation. The order status and tracking page are updated when the refund is initiated, and the refund carries its own reference that we can share with you on request.

If a payment was debited from your account but never reached the order — for example the UPI app shows a debit with no matching verified payment — tell us with the UTR and the payment time. If no matching credit is found in verification, the amount is normally auto-reversed by your own bank under UPI rules; we will confirm the result of our trace either way so you can follow up with your bank with the correct reference.

• Initiation: Vexoli initiates an approved refund within 3 business days of the merchant’s approval (or, for duplicate payments, within 3 business days of the confirmation described above).
• Bank credit: after initiation, credit to the source account typically takes 5–7 business days, depending on the customer’s bank and the UPI network. Weekends and bank holidays do not count as business days.
• Updates: if a refund has not been credited after 7 business days from initiation, contact us with the Order ID and we will trace it with the refund reference and confirm its status.

The Vexoli transaction fee charged on the original successful payment is not returned to the merchant when an order is refunded; this is shown per order in the merchant’s settlement report.

A merchant may cancel its Vexoli account at any time from the merchant panel or by writing to support@vexoli.theraphael.online. On cancellation: no new orders can be created; refunds already approved before cancellation are still processed to customers under the timelines above; any remaining verified wallet balance that has become available for settlement, less approved refunds, fees and any amount we are required to hold by law or for an open dispute or duplicate-payment review, is settled to the merchant’s nominated bank account or VPA in the next settlement cycle. Amounts under an open review are settled or refunded to the customer, as applicable, once the review closes. Cancellation does not affect a customer’s right to a merchant-approved refund for a payment made before cancellation, and transaction records are retained for the period described in the Privacy Policy.

Customers do not hold Vexoli accounts and do not need to cancel anything; a customer’s refund rights for a completed payment are unaffected by the merchant’s account status.

If a refund issue remains unresolved, you may raise a grievance with our Grievance Officer at grievance@vexoli.theraphael.online, including your registered email address and the Order ID. Grievances are acknowledged within 48 hours and resolved within 30 days, as described in the Grievance Redressal section of the Privacy Policy and the Contact page.