Refund & Cancellation Policy | Pine Labs - Leading Fintech & POS Service Provider

Refund & Cancellation Policy

Please read the policy, conditions and process carefully as they contain important information and guidelines for customers & merchants of Pine Labs Private Limited (“Pine Labs/We”) on refund and cancellations. Pine Labs may amend this process from time to time which shall be updated on its website www.pinelabs.com. We make every effort to service the order/s placed with us as per the specifications and timelines mentioned. If due to any reason, unavoidable circumstances or beyond the limitations of Pine Labs the order is not deployed then the order will be cancelled and refunded subject to the below terms:

Note: Please do not accept installation of any terminal which is damaged or defective/not working at the time of installation. However once the terminal is installed in working condition no refunds/cancellations will be entertained.

An order may be cancelled before deployment due to any of the following reasons:

  • The specific product/model is out of stock
  • On merchants request; or
  • Any other reason beyond the control of Pine Labs.

Conditions to refund/cancellation:

Following conditions must be satisfied for Pine Labs to consider request for refund/cancellation:

  • The refund shall be processed only after the product/PoS along with the accessories is received to the satisfaction of Pine Labs;
  • Any charges levied as tax are not eligible for refund; and
  • Merchant shall ensure all outstanding payable to Pine Labs are fully paid.

Order Cancellation & Refund Process (Pre-Deployment Refund Policy):

  • Please connect with our customer care at support@pinelabs.com via email or call at 1800-103-9765.
  • Merchant should always register the request on customer support and should always carry the request number/case id.
  • The customer service team of Pine Labs will validate the request by checking the timelines, product type, payment received etc and then shall take the request for refund or exchange.

Order Cancellation & Refund Process (Post-Deployment Refund Policy):

  • Please connect with our customer care at support@pinelabs.com via email or call at 1800-103-9765.
  • Merchant should always register the request on customer support and should always carry the request number/case id.
  • The customer service team of Pine Labs will validate the request by checking the timelines, product type, payment received, product received etc and then shall take the request for refund or exchange.

The amount of refund to be made will vary depending on product type, deployment stage, payments, advances etc and shall be in line with Pine Labs process.

Note: Terminal should be returned in working condition and without any breakage/defect as established by Pine Labs team. If any defect found, merchant has to bear the charges of the particular part/ terminal.

Exclusion:

A refund/cancellation can be refused if the following conditions are met:

  • The services already taken;
  • The product is completely broken and unusable or with scratches or incomplete as per the seller claims from the customer; or
  • There are outstanding on the merchants account which have not been paid.

Note:

  • On cancellation of an order, post completion of internal checks Pine Labs shall endeavour to process your refund within 30 working days.
  • Pine Labs is not liable to pay any penalty or compensation to the customer for cancellation of any order under any circumstances.
  • We will process the refund after receipt of the product by Pine Labs. Refund will be processed based on the mode of payment of the order Refund processed through Credit card / Debit card will reflect in the next Credit Card / Bank statement.
  • Refund Cheque will be issued in the billing name unless otherwise advised by customers.
  • In case the refund Cheque is lost by customer, Cheque will be reissued in 15 working days on the receipt of affidavit.
  • In case of incorrect name on the refund Cheque, a new Cheque will be reissued in 15 working days on the receipt of original Cheque from the customer.
  • Please contact customer care at 1800-103-9765 or at support@pinelabs.com for further assistance.
  • All refunds & cancellations will be as per processes of Pine Labs.