Refund Policy

1. Merchant Identity & Applicability

This Refund Policy is issued by MALWA TROLLEY, operating the brand and online marketplace InfraDealer at https://infradealer.com.

It applies to all payments collected by MALWA TROLLEY through authorised payment gateways (including PhonePe, Razorpay, Cashfree, PayU, CCAvenue, Stripe, Paytm Payment Gateway and similar processors) for digital marketplace services sold on InfraDealer.

For order cancellation rules, read our separate Cancellation Policy.

2. Marketplace Disclosure (Critical)

InfraDealer does not sell, ship, warehouse, manufacture or take title to trucks, excavators, tippers, trailers, cranes, JCB or any other physical heavy equipment.

InfraDealer is a B2B digital marketplace / software platform. Equipment purchase agreements, advances, logistics, RTO transfer and delivery occur directly between buyer and seller and are outside the scope of this Refund Policy.

Amounts paid to InfraDealer are consideration for digital services such as wallet top-ups, marketplace tokens, contact/lead unlocks, featured listings, advertising/promotion credits, premium dealer tools and optional subscriptions — not the purchase price of machinery.

3. Definitions

• Digital Service Fee — amount paid to MALWA TROLLEY / InfraDealer for platform features.
• Wallet / Tokens — prepaid digital units used to unlock seller/partner contacts or other paid features.
• Featured Listing / Boost / Premium Dealer Listing — paid visibility or promotional placement.
• Advertising / Promotion Credits — prepaid credits for campaigns on the Platform.
• Subscription — time-bound paid plan for marketplace tools (current or future).
• Activation — the moment tokens are credited, a boost goes live, credits are consumed, or subscription benefits unlock.

4. Legal Framework

This Policy is intended to comply with applicable Indian laws including the Consumer Protection Act, 2019 (as applicable to digital services), the Information Technology Act, 2000, and RBI / payment-aggregator settlement practices of our payment partners. Where a mandatory consumer right applies, that right prevails over any conflicting clause herein.

GST invoices, if applicable for digital services, will be issued as per Indian tax law. Refunds of taxable digital services may include corresponding GST adjustment as permitted under GST rules.

5. When Refunds Are Available

• Failed payment: amount debited but service not credited due to gateway or platform failure.
• Duplicate successful charge: same order charged more than once for a single successful fulfilment.
• Technical non-delivery: payment successful but wallet/tokens/featured service not activated due to InfraDealer system error.
• Cancellation before activation: as described in the Cancellation Policy for eligible unused digital orders.
• Platform error removal: featured/promotional service stopped solely due to InfraDealer error — pro-rata credit or re-run may be offered.
• Mandatory law: any refund expressly required under applicable Indian consumer protection law.

6. Tokens & Wallet Refund Rules

• Unused tokens generally remain available on an active account and do not expire unless a campaign states otherwise.
• Once tokens are used to unlock a contact, business partner card, or other feature, that consumption is final and non-refundable.
• If payment succeeds but tokens are not credited, we will credit tokens or refund the amount after validating the payment gateway transaction ID / UTR.
• Voluntary cash-out of unused wallet balance is not a default entitlement, except where we approve a goodwill refund or law requires it.

7. Featured Listing, Boost & Premium Dealer Listing

• Before go-live / activation: cancel within the Cancellation Policy window for full refund or wallet credit.
• After go-live / activation: fee is non-refundable, including early pause/removal by the user.
• If InfraDealer removes a paid placement solely due to our operational error, we will provide a pro-rata wallet credit or equivalent re-run.

8. Advertising & Promotion Credits

• Unused credits may be applied to future eligible campaigns.
• Credits consumed for delivered impressions/placements are non-refundable.
• Campaigns cancelled before delivery start may receive credit reversal as per Cancellation Policy.

9. Subscription Refunds

• You may cancel auto-renewal anytime; access continues until the end of the paid period.
• After subscription activation, the current cycle is generally non-refundable, except for material non-delivery or mandatory legal rights.
• Cancellation before first activation may qualify for full refund if benefits were not used.

10. Non-Refundable Situations

• Change of mind after successful credit/activation of digital services
• User selecting the wrong package after activation
• Dissatisfaction with an off-platform equipment deal between Users
• Seller non-response, equipment condition, logistics or financing disputes between Users
• Account restriction for fraud, abuse, chargeback misuse or Terms violations
• Chargebacks filed without first contacting InfraDealer support

11. Failed, Pending & Duplicate Payments

If your bank/UPI statement shows a debit but Wallet does not update, wait 30–60 minutes, then email support@infradealer.com with registered mobile/email, amount, date/time, and payment gateway transaction ID / UTR / PhonePe or Razorpay reference. Verified failed or duplicate successful charges will be corrected by digital credit or refund to the original payment instrument.

12. Chargebacks & Payment Gateway Disputes

Please contact InfraDealer support before raising a chargeback. We cooperate with PhonePe, Razorpay, Cashfree, PayU, CCAvenue, Stripe and similar partners to resolve genuine disputes. Unjustified chargebacks after successful digital delivery may result in account suspension and recovery actions permitted by law and gateway rules.

13. How to Request a Refund (Dispute Process)

1. Email support@infradealer.com with subject Refund Request – InfraDealer, or use the Contact form.
2. Provide registered phone/email, order/payment reference, amount, date, and reason.
3. Acknowledgement: within 2 business days.
4. Decision: typically within 5–7 business days (up to 14 for complex gateway reconciliations).
5. Refund credit to source (if approved): typically within 5–10 business days after approval; banks/UPI may take additional time.

14. Refund Mode & Currency

Approved refunds are processed to the original payment method via the same payment gateway used for collection, in INR, unless the gateway or law requires another method.

15. Updates to this Policy

We may update this Refund Policy for product, legal or payment-partner compliance. Material changes revise the Effective / Last Updated dates on https://infradealer.com/refund-policy

Merchant / Business Contact Details

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