1. Scope
This Refund Policy applies to the KheeraSetu mobile and web applications and related services (the "Services"), operated by OMFED — The Odisha State Cooperative Milk Producers' Federation Ltd. ("OMFED", "we", "us", "our").
It should be read with our Terms & Conditions and Privacy Policy. This Policy focuses on online payments processed through an authorised payment gateway. Other cooperative payments and deductions are handled separately as described below.
2. What the payment gateway is used for
Only payments for OMFED products are collected through the integrated payment gateway on KheeraSetu (for example, cattle feed, OMFED-branded or federation-supplied products, and other items explicitly sold as OMFED products in the App).
- Before you pay, the App shows the product, quantity, amount and payment method.
- Successful gateway payments are recorded against your account and the relevant order or sale record.
- We do not use the payment gateway to collect routine milk proceeds, society membership fees, or generic society ledger deductions unless clearly labelled as an OMFED product purchase payable online.
3. What is not collected through the gateway
The following are not processed as payment-gateway transactions on KheeraSetu and are not covered by the gateway refund rules in Sections 5 and 6:
- Milk collection amounts and farmer payment settlements administered by your cooperative society or district milk union.
- Society-side deductions (advances, transport, testing, local retail not sold as OMFED gateway products, etc.) recorded in cooperative accounts.
- Any cash or bank transfer arranged directly with your society outside the gateway flow.
Corrections to those records are handled by your society or union under their rules (see Section 7).
4. Wallets
Where the Services provide a wallet (or equivalent stored balance) linked to your account, that balance is used to pay for eligible OMFED product purchases and to receive approved refunds under this Policy.
- Wallet balances are tied to your registered identity and cooperative context as configured in the App.
- Refunds arising from disputes on gateway transactions (Section 6) are credited to the respective wallet associated with the account that made or received the payment, unless applicable law or the payment gateway requires reversal to the original bank or UPI source.
- Wallet terms (validity, withdrawal to bank if offered, and use restrictions) may be shown in the App at the time of use.
5. Failed payments (automatic refund)
If a payment for an OMFED product fails at the payment gateway (for example, timeout, bank decline, or technical error before confirmation):
- The transaction is not treated as a successful sale in KheeraSetu.
- Any amount temporarily debited or blocked by your bank or payment provider is automatically refunded or released by the gateway or your bank according to their standard process. You do not need to submit a separate refund request for a clearly failed gateway attempt.
- Automatic reversal typically completes within 5–10 working days, depending on the bank or UPI provider; in rare cases it may take longer.
- If money was debited but the App shows no successful order after 10 working days, contact us with the gateway reference or UPI/bank transaction ID (Section 9).
6. Disputes & refunds to wallet
For successful gateway payments for OMFED products, the following applies:
- If you raise a valid dispute (wrong product or quantity charged, duplicate charge, non-delivery where delivery is part of the sale, or another error confirmed by OMFED or authorised staff), we will investigate with the payment and order records.
- When a dispute is upheld, the refund is credited to the respective wallet of the account entitled to receive it (typically the payer's wallet, or another wallet specified in the cooperative's process for that transaction type).
- Refunds to wallet are usually available for use on the next eligible OMFED product purchase. Transfer from wallet to a bank account, if available, follows in-App rules and may take additional processing time.
- Disputes that are not upheld, or claims without supporting evidence, will not result in a wallet credit.
- Fraudulent or abusive dispute claims may be rejected and referred to your society or union and handled under applicable law.
This wallet-based refund approach applies to gateway-collected OMFED product payments. It does not replace cooperative settlement of milk dues or society ledger corrections.
7. Milk dues & society adjustments
Milk payment cycles, pricing and settlement remain the responsibility of your primary dairy cooperative society and/or district milk union. KheeraSetu displays and records data; it does not replace official society books.
- Questions about milk payments or society deductions should be directed to your society secretary or union office first.
- Verified corrections appear as adjustments in cooperative records and in the App where applicable — not as payment-gateway refunds unless the charge was an OMFED product payment under Section 2.
8. Timelines
- Failed gateway payment: automatic refund or release by bank/gateway — typically 5–10 working days.
- Dispute acknowledgement: we aim to respond within 7 working days of a complete request.
- Dispute resolution & wallet credit: after approval, wallet credit is applied as soon as operationally possible, usually within 7 working days of the decision.
For gateway payment issues, failed debits, or OMFED product disputes:
OMFED — The Odisha State Cooperative Milk Producers' Federation Ltd.
D-2, Saheed Nagar, Bhubaneswar-751007
Email: omfed@yahoo.com
Phone: 0674-2547119
Include your registered phone number, transaction or UPI reference, order details (if any), and a short description. For account deletion, see Delete account.
10. Changes to this policy
We may update this Policy from time to time. Material changes will be reflected in the "Last updated" date above and, where appropriate, notified in the App. Continued use of the Services after changes take effect means you accept the revised Policy.
