Skydo Technologies Private Limited is a company incorporated under the laws of India with company registration number U72501KA2022PTC158593 (“Skydo”). Skydo is committed to ensuring a transparent and efficient process for handling refunds related payments made by the Customers for an Export Transaction to cross-border payments.

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The capitalized terms used in this Refund Policy, but not defined in this Refund Policy, shall have the meaning given to such terms in the terms and conditions on the website of the Company (“Terms & Conditions”) and privacy policy of the Company (“Privacy Policy”).

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1. Refund Initiation

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   Refunds for payments made by the Customers located outside India (or other jurisdictions as permitted under the PACB Guidelines) using the Services may be initiated under the following circumstances:

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   1. such payment falls outside the risk parameters of Partner Bank;

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   2. such payment does not comply with Terms & Conditions and PACB Guidelines; or

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   3. Customer requests a refund to the source account from which the payment was made by the Customer due to erroneous transfer of funds to User’s account.

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2. Refund Procedure

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   1. Request for Additional Information: For refunds initiated by Partner Bank or Skydo, additional information and document proofs may be requested from the Customers to ensure compliance with regulatory requirements under Applicable Laws and Skydo's internal policies before processing the refund.

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   2. Review and Decision: Upon receipt of the requested documents and information, Skydo's compliance team and/or Partner Bank’s compliance team will determine whether the provided documents are sufficient to process the refund. This decision shall be based on compliance with regulatory requirements under Applicable Law and Skydo's internal policies.

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   3. Processing Refund: Refunds will be processed from Skydo’s local bank account which is in the same jurisdiction of the Customer to the source account of the Customer using the same payment method used for the original transaction.

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   4. Communication: Skydo will keep the Customer and User informed at every step of the refund process, including decision-making, initiation, completion of the refund, or failure to process the refund.

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   5. Alternate Payment Methods: If the original payment method opted by the Customer for Export Transaction fails for the refund, Skydo will attempt to use alternate payment methods.

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   6. Alternate Bank Account Verification: If the refund fails using all available payment methods, Skydo may request details of an alternate bank account from the Customer, including information and proof documents such as ownership letters. Once these details are verified, the refund shall be initiated.

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   7. Holding Refunds: If the Customer is unable to provide alternate details, Skydo will hold the payment until the required details are shared and verified. Skydo will report the situation to its Partner Bank and relevant Governmental Authority.

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3. Refund Charges and Reversals

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   If Skydo is required to make any payment to a Customer on account of a refund or chargeback, Skydo may:

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   1. attempt to reverse the payment.

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   2. debit the balance in the Customer’s account for the reversed payment.

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   3. charge any applicable fees imposed by the issuer of the Customer’s credit or debit card or third-party stored value acquirer.

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   Refunds shall only be processed to the original source account from which the payment was made by the Customer. If the transferred funds are no longer available in the User's account for the reversal and Skydo is required to make such payment to the Customer, the User agrees to:

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   1. promptly pay Skydo for any missing funds.

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   2. cover the cost of any applicable fees actually incurred by Skydo, the Partner Banks, and Facility Providers in connection with refunds.

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   The User shall bear all charges in connection with refunds or chargebacks, and agrees that any fees and charges will be non-refundable. The User agrees that Skydo may set off any amount owed by the User to Skydo, the Facility Providers, or Partner Banks from any other amounts of the User held with Skydo, as determined by Skydo in its sole discretion.

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4. Compliance and Safeguards

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   The Customer agrees and acknowledges that Skydo will not be liable to refund/return any amounts to the Customer on account of any disputes or disagreement between the Customer and the payee, including on account of any defect or deficiency in respect of the goods, services or software provided by the User.

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For any questions or additional support, please contact Skydo help desk at +91-7026000500 or support@skydo.com.