Refund & Cancellation Policy

1. Cancellation of Non-Fixed Rate Orders

I. Nature of Non-Fixed Rate Orders

For Non-Fixed Rate Orders, users confirm eligibility to book a retail transaction without paying a deposit or locking the rate in advance. The applicable rate will be the rate displayed on the Website at the time of actual transaction execution.

II. Cancellation Conditions

• Cancellation request must be made at least 2 hours before scheduled transaction time; OR
• Before full payment is completed — whichever is earlier.

No cancellation charges apply under these conditions.

III. Irrevocability After Execution

Once the transaction is executed, the order cannot be cancelled.

IV. Cancellation After Full Payment

If full payment has already been received, cancellation charges may apply depending on cost, market fluctuation, and operational risk at the time of cancellation.

2. Cancellation of Fixed Rate Orders

I. Nature of Fixed Rate Orders

Users may lock in the live transaction rate displayed on the Website. The locked rate remains valid for three (3) working days from the date of confirmation.

II. Booking Methods

• 5% refundable rate-guarantee deposit (non-adjustable); OR
• Full upfront payment via Digi Pay Website.

III. Automatic Cancellation

If not utilized within 3 working days (including booking date), the order will be cancelled and the 5% deposit forfeited.

IV. Regulatory / Compliance Cancellation

• Non-compliance with laws or RBI/FEMA guidelines
• Invalid or incomplete KYC/AML documentation

In such cases, the deposit will be forfeited to cover rate fluctuation and operational cost.

V. Forfeiture Scenarios

• Trip postponed/rescheduled
• Missing or incomplete documents
• Traveler unavailable
• Forged or expired documents
• Incorrect product selection
• Insufficient balance
• Payment not made within 3 working days
• Misleading or inaccurate information

3. Refund Policy – Fixed Rate Orders

I. Successful Completion

100% of the rate-lock deposit will be refunded once the transaction is successfully completed within the validity period.

II. Cancellation / Non-Completion

Deposit may be partially refunded or fully forfeited depending on actual cost incurred by affiliate money changer or authorized dealer.

III. Customer Cancellation

Cancellation requests must be submitted before refund processing begins. Refunds are initiated only after verification.

IV. Refund Request Deadline

Refund claims must be submitted within 7 days from cancellation or validity expiry. After this period, deposit is deemed forfeited.

V. Refund Turnaround Time (TAT)

• Net Banking: 5–7 working days
• Debit Card: Up to 10 working days
• Credit Card: Up to 21 working days

Actual credit timing depends on banking cycle and settlement process.

4. How Can an Order Be Cancelled?

Email Support

Email: digipouch83493@gmail.com

• Order ID
• Registered mobile number
• Registered email
• Reason for cancellation

Manage Your Order (Online)

• Open confirmation email
• Click “Manage Your Order”
• Select “Cancel Order”