Refund Policy

Kodaloka is a payment and operations middleware. We process payments on behalf of Merchants for goods and services that Merchants themselves sell — we are not the seller. Refunds for the underlying product or service (quality disputes, non-delivery, cancellations, etc.) are between the Merchant and their customer, governed by the Merchant's own policies, not Kodaloka's.

Kodaloka's service fee (the percentage + flat amount charged on each processed transaction, shown before the transaction is created) is generally non-refundable once a transaction has been successfully processed, since the cost of processing has already been incurred with our payment gateway partner.

If a technical error on Kodaloka's or our payment gateway partner's side causes:

• A customer being charged without a corresponding transaction being recorded,
• A duplicate charge for the same invoice, or
• A charge that does not match the amount shown on the invoice,

we will investigate and, where confirmed, refund the erroneous amount to the original payment method. Report suspected errors to [email protected] with the invoice number and transaction details.

A customer disputing a charge with their card issuer (a chargeback) is handled according to our payment gateway partner's dispute process. Merchants are responsible for providing evidence of goods or services delivered if a dispute is raised against one of their transactions.

Email [email protected] with:

• The invoice number,
• The amount and date of the transaction,
• A description of the issue.

We aim to respond within 3 business days.

Questions about this policy can be sent to [email protected].