Refund, Fraud, and Complaint Resolution Policy

RahnexTech is committed to providing a transparent, secure, and customer-focused digital payment environment. This policy outlines procedures, user rights, and responsibilities related to refunds, fraud reporting, and complaint handling for all users and merchants on our platform.

🚨 Fraudulent Transactions & Social Engineering Complaints

Reporting Timeline
All fraud-related incidents, including unauthorized transactions or social engineering attacks, must be reported within 24 hours of occurrence to be considered valid.

Required Information for Investigation
Users must provide:

• Transaction ID or reference number

• Date and time of the transaction

• Account or wallet number used

• Any supporting evidence (e.g., screenshots, chats, recordings)

Action & Liability

• A tri-party investigation will be conducted between RahnexTech, the merchant, and the relevant bank or wallet provider.

• If fraud is confirmed, a partial or full refund will be processed depending on fund recovery.

• Reports filed after 24 hours may be declined due to limited traceability or data integrity concerns.

💸 Refund Policy & Eligibility

KYC Requirement
Refunds are processed only after KYC (Know Your Customer) verification, in compliance with regulatory standards.

Valid Refund Scenarios
Refunds may be approved for:

• Duplicate or erroneous charges due to merchant or system error

• Non-delivery of product or service beyond the promised timeline

• Receipt of incorrect, damaged, or defective products

• Fraudulent or unauthorized transactions (reported within 24 hours)

Applicable Deductions
Refund amounts may be adjusted for:

• VAT (Value Added Tax)

• FED (Federal Excise Duty)

• Transaction or gateway processing fees already charged by third parties

Refund Method & Timeline

• Refunds are issued via the same payment method used (e.g., card, bank account, or wallet)

• Refunds are made only to the same account holder to prevent fraud

• Typical processing time: 48–72 working hours from final approval

• Complex cases may take up to 7 working days, with prior notice to the user

📦 Non-Delivery, Product Discrepancy & Damage Complaints

Merchant Delivery Commitment
If a delivery timeline was provided (e.g., 7–10 days), users must wait for this period to elapse before filing a complaint.

Valid Complaint Scenarios

• Product not delivered after the committed period

• Delivered item differs materially from the description

• Item is damaged, expired, incomplete, or defective

Required Evidence

• Order receipt or invoice

• Clear photos/videos of the received product (if any)

• Communication history (email, chat, SMS) with the merchant

Complaint Submission Window
Complaints must be raised within 72 hours of the expected delivery time. Late complaints may not be eligible for a refund.

📋 Refund Policy vs. Merchant Terms

Merchant Policy Precedence
Merchants may have their own delivery, return, or refund policies. RahnexTech respects these unless they conflict with consumer protection laws or platform standards.

Conflict Resolution

• RahnexTech will mediate between the customer and merchant.

• If the merchant fails to respond within 3 working days, we may proceed in favor of the customer after validation.

Non-Refundable Cases

• Change of mind (buyer’s remorse)

• Disputes over price or merchant terms after order confirmation

• Customer failure to review merchant refund policies

• Orders fulfilled as described

⚖️ Legal Disclaimer

RahnexTech is a payment facilitator, not the manufacturer or seller of any products/services. Our role is limited to payment processing and transaction facilitation. We are not liable for indirect damages unless resulting from gross negligence or platform error.

🧭 Complaint Submission & Support

How to File a Complaint

• Visit: https://rahnextech.com/contact-us

• Email: support@rahnextech.com

Required Information

• Full Name & CNIC

• Transaction Reference ID

• Date of Transaction

• Description of the Issue

• Relevant screenshots or documentation

Resolution Timeline

• Complaints are acknowledged within 24 hours

• Standard resolution: within 7 working days

• Complex or cross-border cases may take longer, with proactive updates provided

Contact & Escalation

• Support Email: support@rahnextech.com

• Website: https://rahnextech.com