Kivocredit

Kivo Credit

Refund Policy

At Kivo Credit, we want money matters to be as clear and hassle-free as possible. This policy explains when a payment made through Kivo Credit might be eligible for a refund, and how that process works.

A quick reminder

Kivo Credit is a technology platform, not a lender. The personal loans you access through us are actually given by our lending partner (a bank or NBFC). So when it comes to refunds tied to loan repayments, the final call often depends on that partner's own policy, your loan agreement, your Key Fact Statement (KFS), and the law.

Customer completing a card payment

01

When can you ask for a refund?

There are a few situations where a refund could apply:

Paid the Same EMI Twice

Sometimes a repayment goes through more than once by mistake. If you've paid the same amount twice for one due installment, the extra payment can usually be refunded once we've checked it.

Paid More Than You Owed

If you sent in more money than was actually due, and we're able to confirm that, the extra amount is generally refundable.

Paid by Mistake

Maybe you paid before your due date without meaning to, or the payment wasn't really intended at all. These cases are looked at individually, based on your loan terms and what the lending partner allows.

A Technical Glitch

Occasionally money gets deducted because of a payment gateway hiccup or a processing error, and it doesn't land correctly against your loan. When this happens, we'll dig into it and sort it out based on how the payment and lending systems are set up.

02

Getting a refund isn't automatic

Just asking for a refund doesn't guarantee one — every request goes through a proper check first. We look at things like:

If it turns out money is genuinely owed back to you, we'll process it through the right payment or lending channel.

  • Details of the transaction itself
  • Your loan account information
  • How much was actually received
  • Whether anything is still outstanding
  • What your loan agreement and KFS say
  • The lending partner's own refund rules
  • Bank and payment records
  • Any relevant laws or regulations

03

How long does it take?

Once your refund gets the green light and all checks are done, it usually takes about 7 working days for the amount to be processed. That said, how quickly it actually shows up in your account can depend on your bank or payment provider — sometimes it's quicker, sometimes it takes a bit longer.

Person holding a phone while making a mobile payment

04

Where does the money go?

Approved refunds are sent back to the same bank account or payment method the original payment came from — after we've verified it, of course. For safety reasons, we won't send a refund to someone else's account, even if you ask us to.

Refunds return to the original, verified payment method.

05

Refunds tied to an active loan

If your refund is connected to money you've already paid toward a loan, your lending partner may be the one handling or approving it. It's worth checking:

If a refund complaint comes to us but it's really about the lending partner's process, we'll help point you toward the right place to resolve it.

  • Your Loan Agreement
  • Your Key Fact Statement (KFS)
  • Your repayment schedule
  • The lending partner's grievance or refund process

06

When a refund won't apply

There are certain cases where a refund typically isn't possible:

  • The payment was correctly used to settle money you owed on your loan
  • The amount was contractually required under your loan agreement
  • You're asking to reverse a valid, legitimate repayment with no real basis for it
  • We simply can't verify the request
  • The payment went to the wrong account or through a channel that isn't authorised by Kivo Credit or its partners
  • The request goes against what's written in your loan agreement, KFS, or the lending partner's policy

Of course, none of this takes away any refund or reversal rights you're legally entitled to.

07

How to ask for a refund

Reach out to us through our official support channel, and share the following so we can look into it quickly:

The more complete your details, the faster we can help sort things out.

  1. 1Your full name
  2. 2Registered mobile number
  3. 3Registered email address
  4. 4Loan or application reference number, if you have one
  5. 5Date of the payment
  6. 6Amount paid
  7. 7Transaction or UTR/reference number
  8. 8Why you're requesting a refund
  9. 9Any proof of payment, if you have it

08

Watch out for fraud

Kivo Credit never authorises anyone to collect upfront fees or payments by pretending to represent us. Always make payments only through official, verified channels.

If you think you've paid someone posing as Kivo Credit, contact us right away — and let your bank or payment provider know too, so they can help protect your account.

09

We may need to verify a few things

Before approving any refund, Kivo Credit or the lending partner may check transaction history, bank details, loan records, and other relevant information. We might also ask you for extra documents — this just helps us prevent fraud and avoid mistakes like duplicate refunds.

10

This policy may change

From time to time, we may update this Refund Policy to reflect changes in how we work, new payment processes, updates from our lending partners, or changes in the law. Whenever that happens, the latest version will be posted here.

Kivo Credit — Credit, simplified.