Refund & Cancellation Policy

Business Information

Business Name: R97 Media

Platform: Match My Query (MatchMyQuery)

Website: https://matchmyquery.com

Email: support@matchmyquery.com

Scope of This Policy

This policy applies ONLY to purchases made to R97 Media for Platform services (credits) processed through PhonePe Payment Gateway.

It does NOT apply to any transactions between Users, which are entirely outside our Platform.

Payment Gateway

All payments on Match My Query are processed securely through PhonePe Payment Gateway.

Accepted payment methods: UPI, Credit Cards, Debit Cards, Net Banking, PhonePe Wallet

Quick Summary

Scenario	Refund Status	Timeline
Payment failed but money debited	✅ FULL REFUND	5-7 business days
Duplicate charges	✅ FULL REFUND	5-7 business days
Technical error (our end)	✅ FULL REFUND	5-7 business days
Successful purchase (credits added)	❌ NO REFUND	N/A
Unused credits	❌ NO REFUND	N/A
Change of mind	❌ NO REFUND	N/A

1. Payment Failures - FULL REFUND

If your payment fails or is not completed successfully but money is debited, you are entitled to a FULL REFUND.

Eligible Scenarios:

Payment declined but amount debited from your account
Transaction timeout but money deducted
Duplicate charges for the same transaction
Technical error on our platform preventing credit allocation
System failure during payment processing

Refund Process:

Refunds are automatically initiated for failed transactions detected by our system.
If not auto-refunded within 48 hours, email support@matchmyquery.com with transaction details.
Refunds are processed back to the original payment method via PhonePe within 5-7 business days.

2. Successful Purchases - NO REFUND

Once credits are successfully added to your wallet, the purchase is final and NON-REFUNDABLE.

Reasons:

Credits are digital goods that can be used immediately upon purchase.
Once credits are added, the service has been rendered.
This is in compliance with the Consumer Protection (E-Commerce) Rules, 2020 for digital goods.

NOT Eligible for Refund:

Unused credits remaining in your wallet
Change of mind after successful purchase
Dissatisfaction with proposals received (we don't guarantee outcomes)
Account suspension due to policy violations
Credits used for unlocking contacts or submitting proposals

3. Cancellation Policy

Before Payment Completion:

You may cancel a purchase at any time BEFORE payment is successfully processed.
Simply close the payment window or do not complete the transaction.
No charges apply for cancelled transactions.

After Payment Completion:

Successful purchases cannot be cancelled as credits are instantly delivered.
Digital goods are exempt from cooling-off period cancellations under Indian consumer law.

4. Refund Method & Timeline

Payment Method	Refund Timeline
UPI	1-3 business days
Debit Card	5-7 business days
Credit Card	5-7 business days
Net Banking	5-7 business days
PhonePe Wallet	1-2 business days

Note: Refunds are always processed to the original payment method. We cannot refund to a different account or method.

5. How to Request a Refund

If you believe you are eligible for a refund:

Email: Send request to support@matchmyquery.com
Subject: "Refund Request - [Transaction ID]"
Include:
- Your registered email address
- Transaction ID / Order ID
- Date and amount of transaction
- Payment method used
- Reason for refund request
- Screenshot of payment debit (if applicable)
Response: We will respond within 24-48 hours

6. Dispute Resolution

If your refund request is denied and you disagree:

First Level: Reply to the support response with additional details.
Second Level: Escalate to support@matchmyquery.com with "Escalation" in subject.
Third Level: You may approach consumer forums or relevant authorities.

Resolution Time: Within 30 days of complaint submission.

7. Contact Us

Customer Support