Payment disputes & refund responsibilities

In this document, “Loopul”, “we”, “us” and “our” mean Doublyu Labs, with its registered office at 2-29, Main Street, Mugachinthala Village, Kondapi Mandal, Prakasam District, Andhra Pradesh 523270, India. We operate the Loopul mobile apps, the website at loopul.in and the Loopul shop console. You can reach us at support@loopul.in or +91 79896 51171.

Loopul never holds the money you pay for an order: it always goes to the shop. This page says who refunds what, how fast, and what to do if you disagree. The rules for each situation are in Refunds & cancellations.

1. Who refunds what

• Online payments through a payment gateway (where the shop has them switched on): the payment went to the shop's own merchant account. Refunds due under our refund rules are started automatically by Loopul from that account, back to the card, UPI account or bank account you paid with. Banks usually show them within 5–7 working days. A payment that reaches the shop for an order that could not be created is refunded automatically.
• UPI paid straight to the shop: the shop sends the refund from its own UPI app. Loopul records the amount owed and tells you when the shop says it has sent it. See UPI payments to shops.
• Cash: settled between you and the shop; you pay only for what you receive.

2. If you disagree with a payment

1. Start with the shop: its number is on your order.
2. If that does not resolve it, raise it with us — for a UPI payment, use “Dispute” on the order after the shop has said it could not find the payment; otherwise write to support@loopul.in or use the grievance process. We contact both sides, keep a record, and tell you the outcome.
3. For gateway payments, you can also use your bank's or card issuer's dispute (chargeback) process; the gateway and the shop handle it under the gateway's rules.
4. You keep every right you have under the Consumer Protection Act, 2019, including approaching the National Consumer Helpline (1915) or a consumer commission.

3. Shops' responsibilities

• Honour refunds due under the shop's and Loopul's published rules, keep enough balance in the gateway account to cover them, and send direct-UPI refunds promptly.
• Answer disputes and chargebacks with the gateway or with us honestly and on time.
• A shop that repeatedly fails to refund customers may be suspended under our Terms for shops.

4. What Loopul does not do

Loopul does not receive, hold or move customers' or shops' money for orders, and cannot reverse a payment itself. What we can do — and do — is start gateway refunds from the shop's account where the rules require it, keep the records, help both sides, and act against shops that break the rules.