Refund Policy

What this policy covers

It covers money moving back to a partner's SmartWallet, or to a Customer's account, on Services delivered through BizIndiapay — Domestic Money Transfer, AEPS, mobile and DTH recharge, BBPS bill payments, credit card bill payment, LIC and insurance premium collection, flight booking, CMS collection and BizGateway.

It does not cover commission disputes, which are handled under clause 06 of the Terms & Conditions.

Successful transactions are final

When a transaction succeeds, the money has already left the system and reached the beneficiary, the biller or the operator. We cannot pull it back, and neither can the Partner Bank.

This means there is no cancellation, no "change of mind" refund and no recall on a successful:

• Money transfer to a beneficiary account
• AEPS cash withdrawal
• Recharge, DTH top-up or bill payment
• Credit card bill payment or insurance premium

Refunds arise in one situation only: the money did not do what it was supposed to do. A transaction failed but the wallet was debited. A reversal is stuck. A load never landed. Those are the cases below.

The three outcomes

Every transaction ends in one of three states. Read the state before you promise the Customer anything.

Failed transactions and auto-reversal

When a transaction fails, the amount is credited back to your SmartWallet automatically. Any commission credited on it is reversed too, since commission only accrues on successful transactions.

Most auto-reversals land instantly. Where the Partner Bank has to confirm the failure first, the credit follows once we receive that confirmation.

If a transaction shows as failed but your wallet has not been credited within T+1 working day, raise a dispute from your dashboard with the transaction ID.

Indicative turnaround times

These are the timelines we work to, measured from when you raise the dispute with a valid transaction ID. T is the transaction date; days are working days unless stated.

These are targets, not guarantees. The Partner Bank, biller, operator or airline controls the outcome and the clock. Where a case needs a bank-side investigation, it can take longer, and we will tell you if it does.

Wallet loads

If your bank account was debited for a load and your wallet was not credited:

1. Wait 30 minutes — most delayed loads settle on their own.
2. Raise a dispute from your dashboard with the UTR / RRN number and a screenshot of the bank debit.
3. We trace it with the collecting bank. If the money reached us, we credit your wallet. If it never reached us, the bank returns it to your source account.

Loads from an account not registered in your name may be frozen and returned to source, and may trigger a KYC review.

Wallet balance is not refundable to your bank on demand as a "refund". To take money out, use Redeem & Payout in your dashboard. Payouts require current KYC, a non-negative wallet and no open investigation.

AEPS and money transfer

AEPS — cash not dispensed

If the Customer's account was debited but you did not hand over cash — because the transaction failed at your end, or the biometric authenticated but the debit reversed — the money goes back to the Customer's own bank account, not to your wallet. We raise it with the Partner Bank; the Customer should also raise it with their bank, quoting the RRN.

If cash was dispensed and the Customer later claims otherwise, the Partner Bank decides on the basis of the transaction log and your records. Keep your receipts and your register.

DMT — beneficiary not credited

If the transfer failed, the amount returns to your wallet within the TAT above. If the transfer succeeded but the beneficiary says the money has not arrived, it is almost always a delay at the beneficiary bank — ask them to check with the RRN before raising a dispute.

Wrong beneficiary, wrong number, wrong amount

These are user errors, and the transaction was successful. We will help, but we cannot promise recovery.

Money sent to the wrong bank account

1. Raise a dispute within 24 hours with the transaction ID and the correct intended account.
2. We ask the Partner Bank to place a recall request with the beneficiary bank.
3. The beneficiary bank contacts its account holder. The money can only be returned if that person consents. No bank can debit their account without it.
4. If they refuse, the only remaining route is a police complaint and civil action, which is between the sender and the recipient.

Recharge to the wrong mobile number

Once an operator delivers the recharge, it is consumed and cannot be reversed. A few operators accept a correction request within a short window — we will try, but the outcome is theirs.

Wrong amount

A successful transaction for the wrong amount cannot be adjusted. The difference has to be settled between you and the Customer.

Flight bookings

Flight refunds follow the airline's fare rules, not ours. Non-refundable fares are exactly that.

• Cancel from your dashboard before departure. The airline computes the refund after its cancellation charge and any fare-rule deduction.
• Our convenience fee and any booking charge are non-refundable, and commission earned on the booking is reversed.
• The refund reaches your wallet only once the airline releases it — typically 7–21 days, and longer for international carriers or bankrupt airlines.
• If the airline cancels or reschedules the flight, its own policy governs the refund. We pass through whatever it releases.
• No-shows are governed entirely by the airline's rules and usually refund only statutory taxes.

What is never refunded

• Successful transactions where the Customer simply changed their mind.
• Convenience fees, platform fees and payment-gateway charges on a delivered transaction.
• Commission on failed, reversed, duplicated or fraudulent transactions — this is reversed, not paid.
• Transactions performed with your credentials by someone you shared them with.
• Any transaction found to be fraudulent, collusive or in breach of the Terms & Conditions.
• Losses from acting on a pending status — paying cash out, or retrying.
• Disputes raised after the window in clause 11.
• Taxes already deposited with the government.

How to raise a refund claim

Raise it from your dashboard — that creates a ticket with a reference number and starts the clock. Email only if you cannot log in.

Have this ready

• Partner ID and registered mobile number
• Transaction ID / RRN / UTR
• Date, time, Service and amount
• A screenshot of the transaction status
• For wallet loads: the bank debit screenshot showing the UTR
• For AEPS: the Customer's bank name and last 4 digits of the account, and their statement entry if available

Time limits

What happens after you raise it

1. Acknowledgement — within 48 hours. You get a ticket number.
2. Verification. We check the transaction log and status at our end.
3. Escalation. If it needs a bank or operator decision, we raise it with them and give you their reference.
4. Outcome. We tell you the result and the reason. If it is approved, the credit goes to your wallet — or to the Customer's account where the debit was theirs.
5. Closure. We aim to close every ticket within 15 days. Cases waiting on a bank investigation can take up to 45 days, and we will keep you updated.

We do not decide bank-side outcomes and we cannot overturn them. What we can do is make sure the claim is filed correctly, chased, and answered.

If you are not satisfied

Escalate to our Grievance Officer with your ticket number.

If a Partner Bank has decided your case and you remain dissatisfied, you or the Customer may approach that bank's Nodal Officer, and then the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021.