1. Legal Business Information

Website and Brand Name: Mastiwala.in
Business Name: BigVed Company
Website: www.mastiwala.in

All eligible payments, invoices, refunds, tax records, and business transactions completed through Mastiwala.in are processed under the legal business identity of BigVed Company.

2. Transaction Currency

All prices and payment transactions displayed on Mastiwala.in are generally stated and processed in Indian Rupees (INR) unless expressly stated otherwise.

Customers are responsible for checking the final payable amount before submitting an order.

3. Available Payment Methods

Depending on availability, customer location, order value, payment-provider support, and internal verification, Mastiwala.in may accept payment through:

– Unified Payments Interface or UPI
– Debit cards
– Credit cards
– Net banking
– Supported mobile wallets
– Supported payment applications
– Other payment methods offered by our authorised payment-service provider
– Cash on Delivery, where available

Not every payment method will necessarily be available for every customer, product, order, or delivery location.

The payment methods displayed during checkout are the methods currently available for that particular order.

4. Payment Gateway

Online payments are processed through an independent third-party payment gateway or authorised payment-service provider.

Payment Gateway or Payment Service Provider: Paytm Payment Gateway

The payment gateway may process payment information according to its own terms, security practices, and privacy policy.

Mastiwala.in and BigVed Company do not control the banking network, card network, UPI system, payment application, payment gateway, or financial institution used by the customer.

The availability and success of a payment may therefore depend on the relevant payment provider, bank, card issuer, UPI application, internet connection, and authentication system.

5. Payment Authorisation

A customer may be required to authorise an online payment using a method supported by their bank or payment provider, including:

– One-Time Password or OTP
– UPI PIN
– Banking application approval
– Card authentication
– Biometric authentication
– Another authorised security method

Payment authorisation is completed directly through the customer’s bank, UPI application, card issuer, or payment-service provider.

Mastiwala.in does not require customers to disclose their confidential authentication credentials to our customer-support team.

6. Final Payable Amount

Before submitting an order, the checkout page will display the applicable payable amount, which may include:

– Product price
– GST or applicable taxes
– Shipping charges
– Cash on Delivery charges, where applicable
– Handling or convenience charges, where lawfully applicable and clearly disclosed
– Discounts
– Coupons
– Promotional adjustments
– Final order total

No amount should be charged without being displayed or otherwise clearly disclosed before the customer confirms the order.

The customer should carefully check the complete order summary before making payment.

7. Taxes and Invoice

Product prices may be inclusive or exclusive of applicable taxes as clearly displayed on the product page, cart, checkout page, or invoice.

Where applicable, an invoice will be issued under the legal business identity of BigVed Company.

The invoice may include:

– Legal business name
– GSTIN
– Billing information
– Order number
– Product description
– Taxable value
– Applicable tax
– Shipping or other charges
– Total amount paid

Customers must provide accurate billing and tax information before placing an order.

Once an invoice has been generated, changes may not be possible where the original transaction record must be preserved for tax, accounting, or legal compliance.

8. Successful Payment

A payment will be treated as successful only when:

– The payment gateway confirms the transaction; and
– Mastiwala.in receives or records successful payment confirmation

A payment success message from the customer’s bank or payment application does not by itself guarantee that Mastiwala.in has received final payment confirmation.

After successful payment confirmation, the customer may receive an order acknowledgement through email, the website, or another available communication method.

An order acknowledgement does not necessarily mean that the order has been finally accepted or dispatched.

Order acceptance remains subject to product availability, payment verification, delivery serviceability, and other conditions stated in our Terms and Conditions.

9. Failed Payment

A payment may fail because of:

– Incorrect payment information
– Incorrect OTP or UPI PIN
– Insufficient account balance
– Card or account restrictions
– Transaction limit
– Bank server interruption
– Payment gateway failure
– Internet connectivity problem
– Payment application error
– Security or fraud-prevention checks
– Technical interruption
– Another issue outside our reasonable control

Where payment fails and no amount is debited, the customer may attempt payment again using the same or another available payment method.

Customers should check their bank account or payment application before repeating a payment to avoid accidental duplicate payment.

10. Amount Debited but Order Not Confirmed

In some cases, the customer’s account may be debited even though:

– The payment page displays failure
– The transaction remains pending
– The order is not generated
– An order confirmation is not received
– Mastiwala.in does not immediately receive payment confirmation

The customer should first check:

– Bank account statement
– UPI or payment application history
– Email inbox
– Customer account order history
– Payment reference or transaction ID

The customer should then contact our customer-support team and provide:

– Customer’s full name
– Registered email address
– Registered mobile number
– Transaction date
– Transaction amount
– Payment reference or transaction ID
– Screenshot of the debit confirmation, with confidential credentials hidden
– Order number, where generated

Customer Support Email: mastiwalamart@gmail.com

We will verify the payment status using the available payment gateway and order records.

Where the amount has been debited but payment was not successfully received by Mastiwala.in, the customer may need to contact their bank, card issuer, UPI application, or payment provider for reversal or dispute assistance.

11. Pending Payments

A payment may temporarily appear as “Pending,” “Processing,” or “Awaiting Confirmation.”

A pending payment does not mean that the order has been successfully paid or accepted.

Customers should avoid repeatedly making payment while the original transaction is still pending.

Where reasonably possible, the payment status will be updated after confirmation is received from the payment gateway.

If the status remains pending for an unusual period, the customer should contact our support team with the transaction details.

12. Duplicate Payment

A duplicate payment may occur if:

– The customer submits payment more than once
– The payment page is refreshed
– The payment button is repeatedly selected
– The bank or payment application processes multiple attempts
– A technical error creates more than one transaction

If more than one successful payment is received for the same order, the excess eligible amount will be verified and refunded.

The customer should contact customer support and provide:

– Order number
– Transaction IDs
– Amount of each transaction
– Date and time of payment
– Relevant payment screenshots or statements

An approved duplicate-payment refund will normally be initiated to the original payment method.

13. Cash on Delivery

Cash on Delivery may be available for selected products, order values, customers, and serviceable PIN codes.

Cash on Delivery availability may depend on:

– Customer location
– Courier availability
– Product type
– Order value
– Previous order history
– Order verification
– Internal fraud or risk assessment

A Cash on Delivery order may require confirmation before dispatch.

The customer must pay the complete amount shown in the order confirmation at the time of delivery.

The courier representative is generally not authorised to:

– Accept partial payment
– Negotiate or change the order price
– Apply a new discount
– Open the parcel before payment
– Approve a return, replacement, or refund
– Collect an amount different from the official payable amount
– Provide medical or detailed product advice

Customers should not make any additional payment to a courier representative beyond the official Cash on Delivery amount shown for the order.

Repeated refusal of confirmed Cash on Delivery orders may result in:

– Cash on Delivery being disabled
– Prepaid payment being required
– Pending orders being cancelled
– Customer account or address being restricted

14. Payment Verification and Fraud Prevention

To protect customers and the business, Mastiwala.in or its payment-service providers may perform reasonable payment and order verification.

Verification may include:

– Payment-status verification
– Billing and delivery-address checks
– Order-pattern review
– Customer-contact verification
– Fraud-risk screening
– Transaction-velocity checks
– Review of repeated failed payments
– Review of unusual order quantities
– Verification requested by a bank or payment gateway

An order may be placed on hold or cancelled where:

– Payment cannot be verified
– Payment appears unauthorised
– Customer information appears false
– The transaction is flagged as suspicious
– Another person’s payment method appears to have been used without permission
– The order presents a genuine fraud or security risk

Where a genuine prepaid order is cancelled after payment verification, the eligible amount will be refunded in accordance with this policy and applicable law.

15. Payment Security

Mastiwala.in aims to use reasonable technical and organisational safeguards for website and transaction security.

Online payment information may be entered directly on a secure payment gateway or payment-provider interface.

Mastiwala.in and BigVed Company do not intentionally collect or store:

– UPI PIN
– Debit or credit card PIN
– Internet-banking password
– Banking application password
– One-Time Password or OTP
– Complete confidential card-authentication credentials

Limited transaction information may be retained, including:

– Payment status
– Transaction ID
– Payment method
– Amount paid
– Refund reference
– Payment date
– Limited masked payment details supplied by the gateway

No internet transmission, website, or electronic system can be guaranteed to be completely secure.

Customers must take reasonable precautions when making payments.

16. Important Customer Security Instructions

Customers must never share their:

– UPI PIN
– ATM PIN
– Debit or credit card PIN
– OTP
– CVV
– Internet-banking password
– Mobile-banking password
– Complete card details
– Screen-sharing access
– Remote device access

with anyone claiming to represent Mastiwala.in, BigVed Company, a bank, courier company, or payment gateway.

Mastiwala.in and BigVed Company will never request such confidential credentials through:

– Email
– Customer-support calls
– Messaging applications
– Social media
– Refund forms
– Courier representatives

Customers should make payment only through the official checkout options displayed on www.mastiwala.in.

17. Unauthorised Payment Links and Impersonation

Customers should not make payment using:

– Unofficial payment links
– Unknown QR codes
– Personal bank accounts not displayed through the official checkout
– Social-media messages claiming urgent payment
– Links sent by unauthorised persons
– Requests to install remote-access applications

Mastiwala.in and BigVed Company are not responsible for payments voluntarily made to an unauthorised person or unofficial account, except where responsibility cannot lawfully be excluded.

Suspected impersonation or fraudulent payment requests should be reported immediately to:

Customer Support Email: mastiwalamart@gmail.com

Customers should also promptly contact their bank or payment provider where financial fraud is suspected.

18. Discounts, Coupons, and Promotional Payments

Where a coupon, discount, or promotional offer is applied:

– The final payable amount will be shown at checkout
– The refund will generally be based on the actual amount paid
– A coupon may have eligibility or expiry conditions
– A coupon may not be exchangeable for cash
– A used coupon may not automatically be restored after cancellation
– A proportionate discount adjustment may apply to partial refunds
– A promotional benefit may be withdrawn where the qualifying order conditions are no longer met

Any specific promotional terms displayed at the time of purchase will form part of this Payment Policy.

19. Payment for Modified Orders

A request to change a product, quantity, size, variation, or delivery method may result in a change to the payable amount.

Where an approved order modification increases the amount, the customer may be asked to pay the difference through an official payment method.

Where an approved modification reduces the amount, the eligible difference may be refunded according to the original payment method or another lawful method agreed with the customer.

Order modifications are subject to our Cancellation Policy, availability, and processing status.

20. Cancellation and Payment Refunds

Cancellation of an order is governed by our Cancellation Policy.

Where an eligible prepaid order is cancelled before dispatch, the approved refund will normally be issued to the original payment method.

An order is not considered cancelled until written cancellation confirmation has been issued by Mastiwala.in.

Once an order has been dispatched, cancellation and refund eligibility may be subject to the conditions stated in our Cancellation Policy, Shipping and Delivery Policy, and Return and Refund Policy.

21. Returns, Replacements, and Refunds

Payment refunds relating to damaged, defective, incorrect, missing, undelivered, or eligible returned products are governed by our Return and Refund Policy.

Submitting a return or refund request does not automatically mean that the refund has been approved.

A refund will be initiated only after reasonable verification and approval.

22. Refund Method

Approved prepaid-payment refunds will generally be issued to the original payment method, including:

– Original UPI account
– Debit or credit card
– Net-banking account
– Supported wallet
– Original payment gateway

For eligible Cash on Delivery refunds, the customer may be asked to provide:

– Verified UPI ID
– Account holder’s name
– Bank account number
– IFSC code
– Other limited information reasonably required to process the refund

Mastiwala.in will never request a UPI PIN, card PIN, banking password, or OTP to process a refund.

23. Refund Processing Time

After a refund has been approved, Mastiwala.in will normally initiate the refund within:

7 business days.

After initiation, the customer’s bank, card issuer, UPI provider, payment gateway, or financial institution may require additional time to credit the amount.

The exact credit time is controlled by the relevant financial institution or payment service and may be outside the direct control of Mastiwala.in and BigVed Company.

Where available, a refund reference number may be provided to the customer.

24. Refund Deductions

Any deduction from a refund will be made only where:

– It is permitted under applicable law
– It is covered by the relevant website policy
– It is connected to the order circumstances
– The charge was disclosed or is otherwise lawfully applicable

Possible deductions may include reasonable shipping expenses where a prepaid parcel is returned because the customer:

– Provided an incorrect or incomplete address
– Refused delivery without a valid reason
– Remained unavailable after reasonable delivery attempts
– Failed to respond to courier communication

No deduction will be made to remove or restrict a mandatory consumer remedy.

25. Chargebacks and Payment Disputes

Customers should first contact Mastiwala.in where they believe that:

– Payment was charged incorrectly
– More than one payment was collected
– A refund has not been received
– An unauthorised transaction appears connected to an order
– The product or order has not been provided as agreed

We will make reasonable efforts to investigate a genuine payment complaint.

Nothing in this policy prevents a customer from using a lawful dispute, chargeback, banking, or consumer-redressal process.

However, knowingly submitting a false, duplicate, or misleading chargeback may result in:

– Order cancellation
– Account restriction
– Cash on Delivery restriction
– Submission of transaction evidence to the payment provider
– Recovery or legal action where appropriate

26. Unauthorised Transactions

If a customer believes their card, UPI account, bank account, wallet, or payment credentials have been used without permission, they should immediately:

– Contact their bank or payment provider
– Block or secure the affected payment method
– Report the transaction through the payment provider’s official process
– Change compromised passwords
– Contact Mastiwala.in with the relevant order and transaction information
– Report cyber fraud to the appropriate authority where necessary

Mastiwala.in may cooperate with banks, payment gateways, law-enforcement authorities, and payment providers in investigating a valid unauthorised-transaction complaint.

27. Payment Records

BigVed Company may retain relevant payment and transaction records for:

– Order processing
– Refunds
– GST and taxation
– Accounting
– Fraud prevention
– Customer support
– Legal compliance
– Dispute resolution
– Audit requirements

Payment records will be handled according to our Privacy Policy and applicable law.

28. No Recurring or Automatic Charges

Mastiwala.in does not ordinarily charge customers on a recurring or subscription basis unless a recurring service is expressly introduced and clearly disclosed.

No recurring payment should be created without the customer’s clear consent and appropriate payment authorisation.

A normal product purchase through Mastiwala.in is a one-time transaction unless expressly stated otherwise before payment.

29. Payment-Service Interruptions

Mastiwala.in may temporarily suspend a payment method because of:

– Payment gateway maintenance
– Bank or UPI network interruption
– Security concerns
– Technical failure
– Regulatory requirements
– Fraud risk
– Service-provider unavailability

Where one payment method is unavailable, another payment option may be offered where available.

30. Consumer Rights

Nothing in this Payment Policy is intended to exclude, restrict, or override any mandatory consumer, payment, refund, or legal right available under applicable Indian law.

Where any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

31. Changes to This Payment Policy

BigVed Company may update this Payment Policy to reflect changes in:

– Payment methods
– Payment gateways
– Business operations
– Refund procedures
– Security requirements
– Applicable laws
– Website functionality

The revised policy will be published on Mastiwala.in with an updated “Last Updated” date.

The policy applicable to a payment will generally be the version displayed at the time the transaction was made, subject to applicable law.

32. Contact Information

For payment, transaction, duplicate debit, failed payment, or refund-related enquiries, contact:

Website: www.mastiwala.in
Website and Brand Name: Mastiwala.in
Business Name: BigVed Company

Customer Support Email: mastiwalamart@gmail.com

Customer Care Number: +919760868788

Grievance Officer: Sagar Malik

Please include the order number, transaction ID, payment date, and registered customer details in all payment-related enquiries.

Thank you for shopping with Mastiwala.in