Refund Policy

This Refund Policy outlines the terms and conditions under which Eximfiles will process refunds for our export management platform services, including payment processing, documentation generation, and compliance services.

By using our services, you agree to this Refund Policy. This Policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

For international payment processing services, processing fees are refundable only in the following circumstances:

• ✓System Error: When payment fails due to technical issues on our platform
• ✓Banking Partner Error: When our banking partners fail to process the transaction
• ✓Regulatory Block: When regulatory authorities block the transaction due to our compliance failure
• ✓Duplicate Processing: When the same transaction is processed multiple times due to system error

Currency conversion fees are non-refundable once conversion is completed, as we convert at the true mid-market rate with zero markup. Refunds may be provided only if conversion fails due to system error.

Payment processing refunds are typically processed within 3-5 business days.

Documentation service fees (starting at ₹99 per shipment) are refundable in the following cases:

• ✓Generation Failure: When documents fail to generate due to system errors
• ✓Template Errors: When our templates contain incorrect regulatory information
• ✓Compliance Failure: When generated documents fail compliance checks due to our error
• ✓Format Issues: When documents are generated in incorrect formats due to system issues

Documentation fees are not refundable when documents are successfully generated and delivered, or when errors are due to incorrect information provided by the user.

Documentation service refunds are typically processed within 2-3 business days.

To request a refund, please follow these steps:

• 1Contact Support: Email support@eximfiles.io with your refund request
• 2Provide Details: Include transaction ID, service details, and reason for refund
• 3Submit Documentation: Provide any relevant screenshots or error messages
• 4Wait for Review: Our team will review your request within 2-3 business days

Your refund request must include account information, transaction details, clear description of the issue, evidence of the problem, and expected resolution.

Refund processing timelines vary by service type:

• ✓Payment Processing Refunds: 3-5 business days
• ✓Documentation Service Refunds: 2-3 business days
• ✓Compliance Service Refunds: 3-5 business days
• ✓Enterprise API Refunds: 5-7 business days

Refunds are processed to the original payment method when possible, or via bank transfer for large amounts. Refunds may also be credited to your Eximfiles account for future use.

Refund requests must be submitted within:

• ✓Payment Processing: 30 days from transaction date
• ✓Documentation Services: 15 days from service delivery
• ✓Compliance Services: 30 days from service completion
• ✓Enterprise Services: 60 days from service delivery

For refund requests and related inquiries, please contact us:

We aim to respond to refund requests within 24 hours and process approved refunds within 3-5 business days.