REFUND POLICY

Dutch Vibrations Solutions Private Limited having its registered office at 12/901 Lotus Boulevard, Sector 100, Noida, Uttar Pradesh IN 201304, owns and operates a web/mobile application called “Xley”, available as iOS and Android-based applications, as well as through website.

At Xley, we are committed to ensuring a transparent and secure platform for all users. This Refund Policy outlines the process and conditions under which refunds will be processed for payments made by mistake.

1. REFUND ELIGIBILITY

1.1 Mistaken Payments: Refunds shall be considered only in cases where payments made by brands are identified as erroneous. This includes, but is not limited to, duplicate payments, overpayments, or payments made due to an input error by the brand.

1.2 Claim Verification: All refund requests shall be subject to a thorough verification process by Xley. The verification process is intended to ascertain the validity of the claim and to ensure that the request is not associated with any fraudulent or malicious activity.

1.3 Timeline for Refunds: If, upon completion of the verification process, the refund claim is deemed valid, Xley shall process the refund to the brand. The refund shall be initiated promptly following the conclusion of the verification process.

2. REFUND REQUEST PROCESS

2.1 Submitting a Refund Request: Brands seeking a refund for a mistaken payment must submit a formal refund request to Xley via [Insert Contact Email or Refund Request Form Link] within four (4) hours of the transaction in question. The refund request must include the following mandatory details:

• Transaction Details: Information such as the payment ID, transaction date, and the exact amount paid.
• Reason for the Refund Request: A clear and concise explanation of why the payment is being disputed as erroneous.

Failure to submit the refund request within the specified time frame or to provide the required information may result in denial of the refund request.

2.2 Verification Period: Upon receipt of the refund request, Xley shall initiate a verification process to assess the validity of the claim. The verification process may include, but is not limited to:

• Cross-Checking Transaction Records: Reviewing payment details to confirm the accuracy of the claim.
• Review of User Activity: Evaluating any activities related to the payment to ensure there is no evidence of fraudulent or malicious intent.

Xley reserves the right to request additional documentation or information from the brand if deemed necessary for the verification process. No refunds shall be processed until the verification is satisfactorily completed.

3. REFUND CONDITIONS

3.1 Refund Denial: Xley reserves the right to deny refund requests under the following circumstances:

• Fraudulent or Malicious Claims: If the refund claim is found to involve fraudulent or malicious intent, or if the brand provides inaccurate or misleading information during the refund process.
• Services Rendered or In Progress: If the payment was made for services that have already been rendered or are actively in progress at the time of the refund request.
• Non-Compliance with Refund Policy: If the refund request is not submitted in accordance with the time frame or procedures outlined in this Refund Policy.
• Insufficient Documentation: If the brand fails to provide adequate documentation or information required to verify the refund claim, including transaction details or other supporting evidence.
• Disputes Outside Xley’s Control: If the dispute regarding the payment arises from matters unrelated to Xley's platform or services, such as external agreements or arrangements made independently by the brand.
• Third-Party Errors: If the erroneous payment resulted from a third-party error (e.g., banking or payment gateway error), and not from any action or omission by Xley.
• Chargeback or Double Claims: If the brand has initiated a chargeback or similar claim through their payment provider in addition to the refund request submitted to Xley.
• Violation of Terms and Conditions: If the refund request is associated with an account or transaction that violates Xley’s Terms and Conditions or other applicable policies.

Refund denials will be communicated to the brand, along with a brief explanation of the grounds for denial, to ensure transparency.

3.2 Refund Mode: For approved refund claims, the refund shall be processed using the same payment method employed for the original transaction. Xley will not accommodate requests for refunds via alternative payment methods unless legally required to do so.

Refund processing times may vary depending on the policies and procedures of the payment processor or financial institution. Xley shall not be liable for delays caused by third-party payment systems.

4. General Terms

4.1 Xley’s Rights: Xley reserves the right to modify, amend, or update this Refund Policy at any time without prior notice. Any changes to the Refund Policy shall be communicated through updates on Xley’s official website. It is the responsibility of users to review the Refund Policy periodically to stay informed about any modifications.

4.2 No Liability for Processing Delays: While Xley endeavors to process all refunds within the stipulated time frame, it shall not be held liable for any delays resulting from third-party banking systems, payment processors, or other financial institutions beyond Xley’s control.

For any questions or further assistance regarding refunds, please contact us at [email protected].