Refund & Cancellation

Last updated: 21 July 2026

This Refund & Cancellation Policy explains how reversals work on the Sterling platform. Sterling provides payment infrastructure to businesses; the underlying goods or services are provided by the merchant, whose own refund terms also apply.

1. Pay-ins (collections)

A collection is credited to the merchant's wallet only after the payment is verified. If a payment fails verification or is not completed, no amount is credited. Where a customer is charged in error, the merchant may request a reversal, which is processed after review.

2. Pay-outs (disbursements)

Pay-outs are reviewed before execution. A pay-out that is pending review may be rejected and the reserved amount returned to your wallet. Once a pay-out has been executed to a beneficiary bank/UPI it cannot be recalled unilaterally; recovery depends on the receiving bank.

3. Cancellation

You may cancel a request while it is still pending review. Requests that have been approved and executed cannot be cancelled.

4. Disputes & chargebacks

Raise disputes from your dashboard. We investigate in good faith with our banking partners; outcomes and timelines depend on the networks involved.

5. Timelines

Eligible reversals to a wallet are typically reflected within 1–3 business days after approval. Bank-side returns follow the beneficiary bank's timelines.

6. Contact

For refund or cancellation help, email hello@sterling.ezeematrix.com with the request ID.