Transaction Dispute Policy

Last Updated: 05 Feb 2026

This Transaction Dispute Policy (“Policy”) outlines the process for reporting, reviewing, and resolving transaction-related disputes on Flonix (“Company”, “we”, “us”, or “our”).

This Policy applies to all payout, payroll, and vendor payment transactions processed through the Flonix platform (“Services”).

1. Purpose

The purpose of this Policy is to:

• Provide a transparent mechanism for handling transaction disputes

• Ensure timely resolution in line with RBI and banking partner guidelines

• Protect users while maintaining regulatory compliance

2. Scope of Disputes

Users may raise disputes related to:

• Failed or reversed transactions

• Duplicate debits

• Delayed credits

• Incorrect transaction status

• Unauthorized or suspicious transactions (subject to investigation)

This Policy does not cover:

• Commercial disputes between payers and beneficiaries

• Contractual or employment disputes

• Transactions successfully credited to beneficiaries with correct details

3. Dispute Eligibility & Time Limits

• Disputes must be raised within 7 calendar days of the transaction date

• Requests raised after this period may not be considered

• Some disputes may be subject to stricter timelines imposed by banks or payment networks

4. How to Raise a Dispute

Users must provide:

• Transaction ID / reference number

• Date and amount of transaction

• Description of the issue

• Supporting documents (if applicable)

Disputes can be raised via:

• Email: support@flonix.com

• In-platform support ticket (if available)

5. Dispute Review Process

Once a dispute is received:

1. Acknowledgement is sent within 1–2 business days

2. Transaction details are reviewed internally

3. Banking partners or payment networks (IMPS, NEFT, RTGS, UPI) may be consulted

4. Additional information may be requested from the user

6. Resolution Timelines

Resolution timelines depend on the nature of the dispute:

Timelines may vary due to:

• Bank or network dependencies

• Regulatory or compliance reviews

7. Outcomes of Dispute Resolution

Possible outcomes include:

• Refund to source wallet or whitelisted bank account

• Status confirmation with supporting evidence

• Rejection of dispute with reasons

Flonix’s decision will be communicated in writing and shall be final, subject to regulatory requirements.

8. Regulatory & Compliance Holds

Dispute resolution may be delayed or suspended if:

• The transaction is flagged under AML / PMLA monitoring

• RBI, FIU-IND, or law enforcement agencies require review

• There is an ongoing investigation

9. User Responsibilities

Users are responsible for:

• Verifying payment details before submission

• Maintaining transaction records

• Cooperating during dispute investigations

Flonix shall not be responsible for losses caused by incorrect beneficiary details provided by the user.

10. Limitation of Liability

Flonix shall not be liable for:

• Delays caused by banks or payment networks

• Funds credited successfully to beneficiaries

• Disputes arising from user errors or third-party actions

11. Escalation & Grievance Redressal

If a dispute is not resolved satisfactorily, users may escalate to:

Grievance Officer
Email: grievance@flonix.com
Response Time: Within 30 days, as per IT Rules

12. Policy Updates

Flonix reserves the right to amend this Policy at any time. Updates will be published on our website and take effect immediately.

13. Contact Information

For transaction dispute queries:

Email: support@flonix.com