Payment & Billing Policy

This Payment & Billing Policy outlines accepted payment methods, auto-debit rules, failed payment handling, chargeback procedures, and tax compliance for all transactions on NOTOXIC® Universe.

1. Accepted Payment Methods

NOTOXIC® Universe accepts multiple payment methods for your convenience. All payments are processed securely through PCI-DSS compliant payment gateways. Payment method availability may vary by order type, location, and transaction value.

1.1 Credit and Debit Cards

We accept all major credit and debit cards:

Card Networks: Visa, Mastercard, American Express, RuPay, Diners Club
Domestic Cards: All Indian-issued credit and debit cards
International Cards: International cards accepted (subject to processing and currency conversion)
Requirements: Cards must be valid, not expired, and authorized for online transactions
3D Secure: Additional authentication (OTP) may be required for security
Processing: Payment is authorized immediately; funds are captured upon order confirmation

1.2 UPI (Unified Payments Interface)

UPI payments are accepted through:

UPI Apps: Google Pay, PhonePe, Paytm, BHIM, Amazon Pay, and other UPI-enabled apps
Payment Options: UPI ID (VPA), QR code scanning, or mobile number linked to UPI
Processing: Instant payment processing and confirmation
Limits: Subject to UPI transaction limits (typically ₹1,00,000 per transaction)

1.3 Net Banking

Net banking is available through major Indian banks:

Supported Banks: All major public and private sector banks (SBI, HDFC, ICICI, Axis, Kotak, etc.)
Processing Time: 1-2 business days (varies by bank)
Authentication: Bank-specific authentication required (OTP, net banking password)
Order Status: Order is confirmed after payment is received

1.4 Digital Wallets

Digital wallets accepted include:

Paytm, Amazon Pay, Freecharge, Mobikwik, and other wallet services
Instant payment processing
Wallet balance must be sufficient for transaction
Wallet availability may vary by location

1.5 Cash on Delivery (COD)

COD is available with the following terms:

Order Value Limit: Up to ₹5,000 (varies by location and carrier)
Availability: Select cities and pin codes (not available in all locations)
COD Charges: Additional ₹50-₹100 COD charges may apply (varies by carrier and order value)
Payment: Cash payment to delivery person at time of delivery
Change: Exact change preferred; delivery person may have limited change
Restrictions: COD may not be available for high-value orders, international orders, or certain product categories

1.6 Membership Credits and Wallet

Membership credits and wallet balance can be used for purchases:

Credits: Membership tier credits can be applied at checkout (subject to credit balance and terms)
Wallet Balance: Account wallet balance can be used for full or partial payment
Combination: Credits/wallet can be combined with other payment methods for remaining balance
Terms: Subject to terms outlined in Membership Terms
Expiry: Credits may have expiry dates (check membership terms)

1.7 B2B Payment Methods

For B2B orders, additional payment methods may be available:

Credit Terms: Net 15, Net 30, Net 45, Net 60, or Net 90 days (as per B2B agreement)
Bank Transfer: Direct bank transfer (NEFT, RTGS, IMPS)
Cheque: Post-dated cheques (subject to clearance)
Letter of Credit: LC payment terms (for large orders)
Advance Payment: Partial or full advance payment options

B2B payment terms are specified in individual Corporate Supply Agreements. Contact your B2B account manager for details.

2. Payment Processing and Authorization

2.1 Secure Payment Gateway

All payments are processed through secure, PCI-DSS compliant payment gateways:

Primary Gateway: Razorpay (PCI-DSS Level 1 certified)
Security Standards: All payment data is encrypted using industry-standard encryption (TLS/SSL)
Data Storage: We do not store your payment card details (card numbers, CVV, expiry dates) on our servers
Tokenization: For saved payment methods, tokens are stored securely (not actual card data)
Compliance: Payment processing complies with RBI guidelines and PCI-DSS standards

2.2 Payment Authorization

Payment authorization occurs at different stages depending on transaction type:

One-Time Purchases: Payment is authorized and captured at checkout (immediate processing)
Order Confirmation: Payment is captured upon order confirmation (for pre-authorized payments)
Membership Subscriptions: Payment is authorized at time of purchase and auto-debited at renewal dates
Rental Services: Security deposit is authorized (held) at rental confirmation and captured if damage occurs, or released after return
B2B Orders: Payment authorization per B2B agreement terms (may be deferred for credit terms)

2.3 Payment Confirmation

Upon successful payment, you will receive:

Email Confirmation: Transaction confirmation email with payment details, transaction ID, and amount
Order Confirmation: Order confirmation email (for purchases) with order number and details
Payment Receipt: Digital receipt available in your account dashboard
SMS Notification: Payment confirmation SMS (if phone number provided and SMS enabled)
Account Dashboard: Payment status updated in your account

2.4 Payment Status

Payment statuses you may see:

Pending: Payment initiated but not yet confirmed (for net banking, some wallets)
Processing: Payment is being processed by payment gateway
Completed: Payment successfully processed and confirmed
Failed: Payment failed (see Section 4 for failed payment handling)
Refunded: Payment has been refunded (see Section 7)

3. Auto Debit Rules

3.1 Membership Auto-Renewal

Membership subscriptions are set to auto-renew by default:

Auto-debit occurs at the end of each billing cycle
Payment is charged to your registered payment method
You will receive email notification 7 days before auto-debit
You can disable auto-renewal at any time through account settings

3.2 Subscription Services

Subscription services (e.g., HeartQuench) follow similar auto-debit rules.

3.3 Managing Auto-Debit

You can manage auto-debit settings:

Through account settings > Payment Methods
By contacting customer support
By canceling membership/subscription (disables auto-debit)

4. Failed Payment Handling

Payment failures can occur for various reasons. This section outlines how we handle failed payments and what actions you can take.

4.1 Failed Payment Reasons

Payments may fail due to:

Insufficient Funds: Account or card balance is insufficient for transaction amount
Expired Payment Method: Credit/debit card has expired or is invalid
Bank or Card Issuer Decline: Bank or card issuer declined the transaction (fraud protection, spending limits, etc.)
Incorrect Payment Details: Wrong card number, CVV, expiry date, or other payment information
Network or Technical Issues: Internet connectivity issues, payment gateway downtime, or technical errors
3D Secure Failure: OTP authentication failed or was not completed
Transaction Limits: Transaction exceeds daily, monthly, or per-transaction limits set by bank or card issuer
International Card Restrictions: International cards may be restricted by bank or card issuer

4.2 Failed Payment Process

When payment fails:

Order Status: Order is not processed or confirmed until payment is successful
Notification: You will receive email notification of payment failure with reason (if available)
Retry Options: You can retry payment with the same method or update payment method
Order Hold Period: Order is held for 24-48 hours to allow payment retry; after which it may be automatically canceled
Payment Link: You may receive a payment link to complete payment (valid for limited time)
No Charges: No charges are made for failed payments (authorization holds may be released within 2-7 business days)

4.3 Retry Payment

To retry a failed payment:

Log in to your account and go to "My Orders"
Find the order with failed payment
Click "Retry Payment" or "Pay Now"
Update payment method if needed (if card expired or insufficient funds)
Complete payment with updated information

4.4 Failed Auto-Debit (Memberships and Subscriptions)

If auto-debit fails for membership renewal or subscription payment:

Immediate Suspension: Membership or subscription is suspended immediately upon payment failure
Notification: You receive email notification with payment failure reason and payment link
Grace Period: You have 7 days to update payment method and complete payment
Retry Attempts: We may automatically retry payment once or twice during the grace period
After Grace Period: After 7 days, if payment is not completed:
- Membership/subscription is canceled
- Benefits and access are forfeited
- Unused credits may expire (check membership terms)
- You can reactivate by making payment (new subscription terms apply)

4.5 Authorization Holds

For card payments, authorization holds may be placed:

Purpose: To verify card validity and available balance
Hold Duration: Holds are typically released within 2-7 business days if payment fails or is canceled
No Charge: Authorization holds are not actual charges; funds are temporarily reserved
Contact Bank: If hold is not released after 7 days, contact your bank or card issuer

5. Chargebacks and Payment Disputes

A chargeback occurs when you dispute a transaction directly with your bank or card issuer, requesting a reversal of the payment. We encourage resolving disputes through customer support before initiating chargebacks.

5.1 Chargeback Process

If you initiate a chargeback:

Notification: We will be notified by the payment gateway or bank about the chargeback
Investigation: We will investigate the chargeback claim and review transaction details
Evidence Submission: We may provide evidence to the bank including:
- Transaction records and payment confirmation
- Order details and delivery proof
- Customer communication and support tickets
- Terms of service acceptance records
Dispute Resolution: Chargeback disputes are handled through the payment gateway and your bank/card issuer
Timeline: Chargeback resolution typically takes 30-90 days (varies by bank and card issuer)
Outcome: If chargeback is successful, refund is processed; if unsuccessful, original payment stands

5.2 Valid Chargeback Reasons

Valid reasons for chargebacks include:

Unauthorized Transaction: Transaction was not authorized by you (fraud, stolen card)
Product Not Received: Product was not delivered and refund was not provided
Product Not as Described: Significant difference from product description and return/refund was denied
Duplicate Charge: Same transaction charged multiple times
Processing Error: Technical error resulting in incorrect charge

5.3 Chargeback Consequences

Unauthorized, fraudulent, or invalid chargebacks may result in:

Account Suspension: Temporary or permanent account suspension
Account Termination: Permanent account closure for repeated fraudulent chargebacks
Blacklisting: Blacklisting from future transactions and services
Legal Action: Legal action if fraud is suspected or proven
Chargeback Fees: Chargeback fees may be charged to you if chargeback is found to be invalid

5.4 Dispute Resolution Before Chargeback

We strongly encourage resolving disputes through customer support before initiating chargebacks:

Contact Us First: Contact customer support with your concern (email, phone, or chat)
Faster Resolution: Direct resolution is typically faster than chargeback process (30-90 days)
Better Outcomes: We can often resolve issues immediately (refund, replacement, credit)
Avoid Consequences: Resolving through support avoids potential account consequences
Documentation: We maintain records of all support interactions for chargeback defense if needed

We are committed to resolving all disputes amicably and fairly. Chargebacks should be a last resort after attempting resolution through customer support.

5.5 Chargeback Prevention

To prevent chargebacks:

Contact us immediately if you have concerns about a transaction
Use our return/refund policy for product issues
Verify order details before placing orders
Keep your payment methods secure and report unauthorized transactions immediately
Review transaction history regularly

6. Taxes and GST Invoice Compliance

NOTOXIC® Universe is GST-registered and complies with all applicable tax regulations. All prices displayed are exclusive of taxes unless explicitly stated.

6.1 GST Applicability

GST (Goods and Services Tax) is applicable to all transactions and is added at checkout. GST calculation is based on:

Product Category: Different GST rates apply to different product categories (e.g., apparel: 5% or 12%, jewellery: 3%, etc.)
Delivery Location:
- Intra-State: CGST (Central GST) + SGST (State GST)
- Inter-State: IGST (Integrated GST)
Transaction Type:
- B2C: GST is charged to customer
- B2B: GST treatment varies (may be reverse charge or standard)
Order Value: GST is calculated on taxable value (product price + shipping charges, if applicable)

6.2 GST Invoice Generation

GST-compliant invoices are automatically generated and provided for all transactions:

Generation: Invoice is generated upon payment confirmation
Email Delivery: Invoice is automatically emailed to your registered email address
Account Access:Invoice is available for download in your account dashboard under "My Orders" or "Invoices"
Invoice Details: Invoice includes:
- Invoice number (unique, sequential)
- Invoice date
- Our GSTIN (GST Identification Number)
- Your billing details (name, address, GSTIN if B2B)
- Product details with HSN/SAC codes
- Taxable value, GST rate, and GST amount
- Total amount including GST
- Place of supply

6.3 B2B GST Invoicing

For B2B transactions, additional requirements apply:

GSTIN Required: Valid GSTIN (GST Identification Number) must be provided at checkout or in B2B account settings
Business Name: Invoice is issued to registered business entity name (as per GST registration)
Reverse Charge: Reverse charge mechanism may apply for certain B2B transactions (as per GST rules)
Input Tax Credit: B2B customers can claim input tax credit on GST paid (subject to GST compliance)
E-Invoice: E-invoices may be generated for B2B transactions (as per GST e-invoice requirements)

6.4 Invoice Corrections and Re-issuance

If you need invoice corrections or re-issuance:

Corrections: Contact us within 7 days of invoice generation for corrections (name, address, GSTIN, etc.)
Re-issuance: Credit note and revised invoice may be issued for corrections
Time Limit: Invoice corrections must be requested within 30 days of invoice date (as per GST rules)

6.5 International Orders and Taxes

For international orders (when available):

Export: Exports are typically zero-rated (no GST) or eligible for GST refund
Import Duties: Recipient is responsible for customs duties, import taxes, and VAT/GST in destination country
Documentation: Commercial invoice and export documentation provided for customs clearance

7. Refunds and Payment Reversals

Refunds are processed according to our Return, Refund & Replacement Policy and Cancellation Policy. This section covers payment-specific refund details.

7.1 Refund Processing Methods

Refunds are processed to the original payment method used for the transaction:

Credit/Debit Cards: 7-10 business days after refund approval (includes bank processing time)
UPI: 3-5 business days after refund approval
Net Banking: 5-7 business days after refund approval
Digital Wallets: 2-3 business days after refund approval
Cash on Delivery (COD): Bank transfer to registered bank account (5-7 business days after refund approval)
Store Credit/Wallet: 1-2 business days (instant for eligible cases)

7.2 Refund Amount Calculation

Refund amount includes:

Product Price: Full product price as paid
GST: GST amount is refunded as per GST rules (credit note issued for GST compliance)
Shipping Charges: Shipping charges are refunded if applicable per return policy (defective, damaged, incorrect items)

Refund amount excludes:

Processing Fees: Cancellation or processing fees (if applicable) are deducted
Return Shipping: Return shipping charges (for size/fit or change of mind returns) are deducted
Original Shipping: Original shipping charges may not be refunded for certain return reasons

7.3 Refund Timeline

Refund processing timeline:

Refund Request: Refund is requested (return, cancellation, or dispute resolution)
Approval: Refund is approved (typically 1-3 business days after return received or cancellation approved)
Processing: Refund is initiated to payment gateway (1 business day)
Bank Processing: Payment gateway processes refund to your bank (varies by payment method)
Credit: Refund appears in your account (timeline varies by bank)

7.4 Refund Notifications

You will receive notifications:

Email when refund is approved
Email when refund is processed
Refund details including amount, method, and expected timeline
Transaction reference number for tracking

7.5 Partial Refunds

Partial refunds may be issued for:

Partial order cancellations (some items canceled, others shipped)
Partial returns (returning some items from an order)
Discount or promotion adjustments
Processing fees or charges deducted

7.6 Refund to Different Payment Method

Generally, refunds are processed to the original payment method. Exceptions:

Expired Card: If original card is expired, refund may be processed to bank account (for COD orders) or store credit
Closed Account: If payment method account is closed, refund may be processed via bank transfer or store credit
Request: You may request refund to different method (subject to approval and verification)

7.7 GST Credit Note

For GST compliance, credit notes are issued for refunds:

Credit Note: GST credit note is generated and emailed along with refund confirmation
GST Refund: GST amount is refunded as per GST rules
B2B Customers: Credit note allows adjustment of input tax credit

8. Currency, Pricing, and Payment Errors

8.1 Currency

Primary Currency: All prices are displayed in Indian Rupees (INR). All transactions are processed in INR.

International Orders: For international orders (when available):

Prices may be displayed in local currency for convenience
Conversion rates are calculated at time of transaction
Actual charge is in INR (converted from local currency)
Currency conversion fees may apply (charged by bank or card issuer)
Exchange rates are subject to market fluctuations

8.2 Pricing Accuracy

We strive for pricing accuracy, but errors may occur:

Pricing Errors: If we discover a pricing error, we will notify you and offer to honor the price (at our discretion) or cancel the order with full refund
Price Changes: Prices are subject to change without notice (confirmed orders are honored at confirmed price)
Promotional Pricing: Promotional prices are valid for specified periods only

8.3 Payment Errors and Corrections

If you notice a payment error:

Contact Us Immediately: Report the error within 48 hours of transaction
Investigation: We will investigate and verify the error
Correction: If error is confirmed, we will correct it (refund excess charge or collect shortfall)
Documentation: Provide transaction details, invoice, and description of error

8.4 Duplicate Charges

If you are charged multiple times for the same transaction:

Contact us immediately with transaction details
We will investigate and verify duplicate charges
Duplicate charges will be refunded immediately upon verification
Refund processed within 2-3 business days

9. Payment Security and Fraud Prevention

We implement industry-standard security measures to protect your payment information and prevent fraud:

9.1 Security Measures

PCI-DSS Compliance: Payment processing is PCI-DSS Level 1 compliant (highest security standard)
Encryption: All payment data is encrypted during transmission using TLS/SSL encryption
No Card Storage: We do not store your payment card details (card numbers, CVV, expiry dates) on our servers
Tokenization: For saved payment methods, secure tokens are stored (not actual card data)
Secure Gateway: All payments are processed through secure, certified payment gateways (Razorpay)
3D Secure: Additional authentication (OTP) required for card payments when applicable

9.2 Fraud Detection and Prevention

Automated Monitoring: Real-time fraud detection systems monitor transactions for suspicious activity
Transaction Limits: Transaction limits may be applied based on account history and risk assessment
Verification: Additional verification may be required for high-value transactions or unusual activity
Account Security: Multi-factor authentication and secure account access protect your payment methods

9.3 Your Role in Security

You play an important role in payment security:

Keep your account credentials secure and confidential
Use strong, unique passwords
Enable multi-factor authentication when available
Monitor your transaction history regularly
Report unauthorized transactions immediately
Keep your payment methods secure (don't share card details)
Use secure networks when making payments (avoid public Wi-Fi)

9.4 Unauthorized Transactions

If you notice an unauthorized transaction:

Contact Us Immediately: Report within 24 hours if possible
Freeze Account: We can temporarily freeze your account to prevent further unauthorized transactions
Investigation: We will investigate the unauthorized transaction
Refund: If confirmed unauthorized, full refund will be processed
Report to Bank: You may also need to report to your bank or card issuer

9.5 Liability for Unauthorized Transactions

Your liability for unauthorized transactions:

Zero Liability: If reported within 24-48 hours, you typically have zero liability (subject to bank/card issuer policies)
Timely Reporting: Report immediately to minimize liability
Cooperation: Cooperate with investigation to ensure quick resolution

10. Contact Us

For payment or billing inquiries:

NOTOXIC® Universe
Email: [email protected]
Support Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST