Special Refund Policy for Fund Payments with Gateway/Technical Errors
At Opzioni, we understand that technical issues can sometimes prevent your payment from being successfully allocated. If you have made a payment but it did not get through for allocation, we will support you and help resolve the matter promptly.
1. When This Policy Applies
This special return/refund policy applies only if:
- You initiated and completed a payment for investments via our platform.
- The payment was debited from your bank account or card, but:
- The Fund units were *not allocated* to your folio, or
- The transaction failed due to a *payment gateway error*, technical glitch, or system timeout.
- The issue is reported to us within *15 calendar days* of the payment date
This policy does *not* cover:
- Refunds or returns requested due to change of mind, market performance, or investment outcome.
- Cases where the Funds transaction was successfully processed and units are already allocated.
2. What We Will Do
If your case qualifies under this policy:
- We will investigate the transaction using your payment details and internal records.
- We will coordinate with the payment gateway, bank, and Fund houses to trace the payment and resolve the issue.
- If the payment cannot be successfully allocated, we will initiate a *full refund* of the amount debited (excluding any third‑party charges like GST or bank fees, if applicable).
3. How to Request Support
To get help under this policy:
1. *Contact us* within 15 days of the payment date:
- Email: support@theopzioni.com
- Or use the “Help & Support” section on www.theopzioni.com
2. Provide the following details:
- Transaction ID / Order ID
- Date and time of payment
- Amount paid
- Payment method (UPI, card, net banking, etc.)
- Screenshot of the payment confirmation / bank statement showing the debit
4. Required Proof (Examples)
To speed up resolution, please share:
- Screenshot of the payment confirmation page (showing “Payment Failed” or “Transaction Failed”).
- Bank statement or card statement clearly showing the debit for this transaction.
- Any error message received during the payment process.
- Screenshot of the order status on our platform (e.g., “Pending”, “Failed”, or “Not Allocated”).
5. Processing Time
- Acknowledgement of your request: within *2 business days*.
- Resolution and refund (if applicable): within *7–10 business days* from the date of confirmation that the payment did not go through for allocation.
- Refunds will be credited back to the *original payment method* used.
6. Important Notes
- We will not be liable for any third‑party charges (e.g., bank charges, GST on failed transactions) that may be levied by the bank or payment gateway.
- If the Fund houses later allocates the units, the refund will not be processed, and the investment will be treated as valid.
- We reserve the right to update this policy from time to time. The latest version will always be available on www.theopzioni.com.
* This policy clearly limits the return/refund scope to genuine payment gateway or technical failures in Fund transactions, while setting realistic expectations about timelines, proof, and exclusions. It can be published as a separate section on your website (e.g., “What if my Funds payment fails?”) and linked from your main returns/refunds page.