Refund & Dispute Policy

"Dispute" can mean two different things on RupeeX, handled two different ways:

• A complaint about the work (the invoice was wrong, the work wasn't delivered, or the parties simply disagree) — this is handled internally by RupeeX. Either party can open a complaint on an invoice and submit evidence (messages, deliverables, project links, anything that documents what actually happened). We review the evidence from both sides and make a determination. This path is faster than a bank dispute and doesn't affect a payee's standing the way a formal chargeback does — we'd rather resolve a genuine disagreement here first.
• A bank or card-network dispute (a chargeback or an ACH return filed with the paying client's own bank or card issuer) — this is handled by the bank/network, not RupeeX, following their rules and timelines, described below. If you're a client who paid an invoice, we'd ask that you try the internal complaint path first — it is almost always faster and doesn't require your bank at all.

Card and ACH payments are not final the instant they succeed — the paying client's bank retains the ability to reverse them for a window afterward:

• Card chargebacks: cardholders can generally file a dispute with their card issuer within 90–120 days of the transaction (Visa: up to 120 days; Mastercard: 90–120 days depending on the reason). When a dispute is filed, the disputed amount (plus a dispute fee) is deducted from RupeeX's payment processor balance immediately — before any investigation concludes.
• ACH returns: a client's bank can return an ACH debit — most commonly on an unauthorized-transaction claim — for up to 60 days under standard ACH network rules.

Most disputes that happen, happen within days to a few weeks of the transaction — the multi-month tail exists but is the exception, not the norm. RupeeX's payout timing below is calibrated to that reality rather than holding every payout for the full theoretical window, which would defeat the point of an instant-payout product.

A payout from RupeeX is a provisional release of funds, not an unconditional final transfer — it remains reversible under this policy until the relevant dispute window closes. In practice:

• Established users with a clean track record and verified identity/bank details are intended to receive instant payout under this policy.
• New users, first-time invoices, and unusually large invoices may be held for a short review period before payout, rather than released instantly — similar to how payment processors treat new accounts generally.
• Card payments authenticated via 3D Secure benefit from a liability shift that moves fraud-related (stolen card) losses to the card issuer rather than RupeeX — this reduces, but does not eliminate, the risk this policy covers, since it doesn't cover good-faith disagreements about whether work was delivered.

• RupeeX investigates every bank/card dispute and, where the evidence supports it, contests it with the payment processor on the payee's behalf.
• If a dispute is lost, RupeeX has the right to recover the disputed amount from the payee, including by setting it off against that payee's future payouts, or invoicing them directly if no future payout is available to offset against.
• By using RupeeX, a user agrees to indemnify RupeeX for losses arising from a dispute tied to their own invoice, and affirms that each invoice they create reflects real, delivered work for a real client relationship. A false or misrepresented invoice voids the protections in this policy and may create separate liability.
• A pattern of repeated disputes tied to a user's invoices may result in a payout hold being applied to their future invoices, or account suspension, pending review.

Before real payouts go live, users will be required to complete identity verification, and the bank account named on an invoice will need to be verified as belonging to that user or their business. This is both an anti-money-laundering requirement and a direct fraud reduction measure — it substantially narrows who can exploit the instant-payout gap described above, and gives RupeeX a real identity to pursue recovery against when needed.

Contact us with the invoice reference and a description of the issue: support@rupeex.online. For a work-related complaint, include whatever evidence documents what happened — project links, message history, files delivered. We'll review evidence from both sides before making a determination.