Refund & Cancellation Policy
Last updated: 11 May 2025
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
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
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
Email: support@matchmyquery.com
Response Time: Within 24-48 hours
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