1.1 We at Qicky Globaltech Private Limited (“our”, “us”, “we”, the “Company”) have developed the mobile application “Quick Money” and the website https://www.quick.money (individually and collectively, the “Platform”), and are happy to have you with us. “Quick Money” is the brand owned and operated by Qicky Globaltech Private Limited.

1.2 The Company acts as a Loan Service Provider (“LSP”) for its RBI-regulated NBFC lending partner (our “Lending Partner”). As of the date of this Policy, the Company’s sole Lending Partner is Ruloans Financial Private Limited, CIN U65999MH2018PTC309853, RBI Certificate of Registration No. N-13.02385. This Refund and Cancellation Policy (“Policy”) forms part of the agreement between you, the Company and the Lending Partner, and must be read together with the Terms and Conditions and the Privacy Policy published on the Platform. In accordance with the RBI Guidelines on Digital Lending (2022, as amended), all repayments are made directly into the bank account of the Lending Partner; the Company does not hold your funds in any pool or pass-through account.

1.3 We value our customers and are committed to providing the best services. We strongly recommend that you read this Policy before making any payment.

2.1 Failed transaction with amount debited. If an amount is debited from your bank account, card or wallet despite a failed transaction, and the amount has not been received by the Lending Partner, the amount will be reversed by your bank/card issuer/wallet provider or automatically refunded by the payment gateway in accordance with its policy and applicable RBI directions on failed transactions and turn-around time. You may contact the payment gateway’s customer support for speedy resolution, and may also write to us at the Support E-mail (defined below) so that we can assist in follow-up.

2.2 Duplicate / excess payment. If you have attempted an online payment more than once, or an EMI has been deducted twice for the same due date (for example, where an auto-debit succeeds and you have also paid manually), and the Lending Partner has received the amount more than once:

• you may raise a refund request by writing to customer support at the Support E-mail, along with the transaction number and the original payment receipt (if any) generated at the time of making the payment;
• the Company and the Lending Partner reserve the right to adjust the excess amount against additional or future repayments towards your loan account(s);
• if the Lending Partner decides to refund the excess amount, the refund will be made through electronic mode to your registered bank account within 15 (fifteen) days of claim acceptance, and in the case of a verified double deduction of EMI, the Lending Partner shall endeavour to process the refund within 2 (two) working days of resolution of the request; and
• if you hold more than one loan account, the Lending Partner reserves the right to adjust the excess amount towards any one or more of such accounts as it deems fit, irrespective of any bifurcation provided by you, subject to applicable law.

2.3 Refund timelines for duplicate/excess payments. The 7 (seven)-day claim window and the timelines in this paragraph apply only to refund requests raised under Clause 2.2 (duplicate/excess payment). You must raise such a request within 7 (seven) days of the relevant payment, and, once approved, the amount will be credited to your bank account within 7 (seven) working days of approval (or such shorter period as required by applicable law or as stated in Clause 2.2(c) above).

2.4 Failed-transaction reversals are not subject to a claim window. Refunds for failed transactions under Clause 2.1 are not something you need to “claim” within a fixed period. They are governed by the Reserve Bank of India’s Turn-Around-Time (TAT) and harmonisation framework for failed transactions, under which the payment system participant responsible for the delay is required to reverse the amount automatically, within the timelines prescribed by RBI, without any action needed from you. If such an automatic reversal does not occur within the RBI-prescribed TAT, you may contact us at the Support E-mail for assistance in following up with the payment gateway or your bank.

To enable us and the Lending Partner to process your request at the earliest, please provide the following details with your request:

Transaction details:

• Merchant name;
• Transaction reference number for the concerned transaction; and
• Date and amount of the transaction.

Refund-related details:

• Beneficiary name as per the bank account (savings/current account);
• Beneficiary account number;
• IFSC code;
• Registered mobile number; and
• Reason for the excess/erroneous payment.

4.1 The Company assumes no responsibility, and shall incur no liability, if it is unable to work with the Lending Partner to effect any payment instruction on the payment date owing to any one or more of the following circumstances:

• the payment instruction issued by you is incomplete, inaccurate, invalid or delayed;
• your bank refuses or delays honouring the payment instruction; or
• circumstances beyond the reasonable control of the Company (including bank/payment-system outages).

If a payment is not effected for any reason, you will be intimated about the failed payment by e-mail or other registered communication channel.

4.2 The Company and/or its Lending Partner may, at their sole discretion and in accordance with applicable law, suspend or terminate the use of online payment services from any payment gateway service provider.

4.3 Non-refundable items. Amounts that are properly due and applied — including EMIs, interest, and fees and charges disclosed in the Key Fact Statement (“KFS”) and the loan agreement — are not refundable under this Policy. Refunds are not applicable to complimentary care packages or other complimentary offerings. Fees for non-lending/value-added services, once such services have been accessed or availed, are non-refundable except where required by applicable law, including the Consumer Protection Act, 2019.

4.4 Cooling-off period. Nothing in this Policy affects your right to exit a digital loan during the cooling-off/look-up period specified in the KFS by paying the principal and the proportionate APR without penalty, in accordance with the RBI Guidelines on Digital Lending.

5.1 For refund requests and payment-related queries, write to us at the Support E-mail: Support@quick.money, or call us at +91 9022491781. We will acknowledge your request within 1 (one) working day.

5.2 If, for any reason, you are not satisfied with our services or the resolution of your request, you may escalate the matter to our Grievance Redressal Officer, whose details are set out in the Terms and Conditions and on the Platform: Durwang Sawant, durwang@quick.money, +91 9022491781, A/702, Akshita Avenue, Holy Cross Road, Borivali West, IC Colony, Mumbai City, Mumbai, Maharashtra, India – 400103. We will give our best effort to improve your satisfaction in such cases.

5.3 If your grievance relating to a lending transaction is not resolved within 30 (thirty) days, you may lodge a complaint under the Reserve Bank – Integrated Ombudsman Scheme, 2021 on the RBI Complaint Management System portal (https://cms.rbi.org.in). Nothing in this Policy limits your rights under the Consumer Protection Act, 2019.