Refund & Cancellation Policy

1 General Refund Conditions

Refund eligibility depends on the payment status, coupon status and whether a ticket code has already been issued or used in a lucky draw.

• A refund request must include valid payment and customer details.
• Refunds are processed only after transaction verification.
• Approved refunds are returned through the original payment method wherever possible.
• Processing time may vary depending on the bank or payment gateway.

2 Eligible Refund Cases

A refund may be considered in the following situations:

• The payment was deducted, but no coupon purchase or ticket code was created.
• The same transaction was charged more than once.
• The payment gateway confirmed a successful payment, but the transaction could not be completed on our platform.
• Onexa Care cancelled the coupon or draw before winner selection.
• A technical error caused an incorrect amount to be charged.

3 Non-Refundable Cases

Refunds will generally not be provided in the following situations:

• A valid ticket code has been successfully generated and entered into a completed lucky draw.
• The customer changes their mind after completing the purchase.
• Incorrect information was provided by the customer.
• The refund request is based only on not winning a prize.
• The coupon or ticket was used, transferred or otherwise consumed where transfer is permitted.
• The account was suspended because of fraud, misuse or a violation of the Terms of Service.

4 Online Payment Refunds

Online payments may be processed through third-party payment gateways. When a refund is approved, Onexa Care will initiate the refund to the original payment source.

These timelines are estimates and may vary depending on the payment gateway, bank, public holidays or technical issues.

5 Cash Payment Refunds

For eligible cash transactions, the customer may be asked to provide a payment receipt, ticket code, mobile number and identity verification. Approved cash refunds may be paid through bank transfer, UPI or another method approved by Onexa Care.

6 Duplicate Payments

If the same purchase was charged more than once, please contact support with both transaction IDs. After verification, the duplicate amount may be refunded while the valid purchase remains active.

7 Failed or Pending Transactions

A failed or pending payment may be automatically reversed by the bank or payment gateway. Customers should first check their account statement before submitting a refund request.

If the amount remains deducted after the standard reversal period, contact Onexa Care support with the transaction details.

8 Coupon or Draw Cancellation

If Onexa Care cancels a coupon or draw before winners are selected, eligible customers may receive:

• A refund of the eligible coupon amount;
• A replacement coupon or ticket; or
• Another remedy communicated by Onexa Care.

9 How to Request a Refund

To request a refund, contact support and provide:

• Customer name and registered mobile number;
• Coupon name and coupon code;
• Ticket code, if generated;
• Payment or transaction ID;
• Payment date and amount;
• A screenshot or receipt of the transaction; and
• A clear reason for requesting the refund.

10 Refund Review

Onexa Care may verify the payment with its records, payment gateway, franchise or employee before approving a refund. Additional information may be requested when necessary.

Submission of a refund request does not automatically guarantee approval.

11 Cancellation by Customer

A customer cancellation request may be accepted only before the ticket is included in a draw and subject to internal verification. Once a draw has been completed, cancellation is not permitted.

12 Changes to This Policy

Onexa Care may update this Refund and Cancellation Policy from time to time. The updated version will be published on this page with a revised effective date.