Refund and Cancellation Policy

Scope

This policy covers Recharge and Bill Payment transactions processed through the RupeeBiz platform on behalf of a Partner. It does not cover the Partner's own charges, subscriptions or wallet products, which are governed by the Partner's own policies.

Because RupeeBiz operates behind a Partner's platform, an end customer should always raise a request with the Partner from whom the transaction was made. The Partner escalates to RupeeBiz where required.

Nature of these services

Recharges and bill payments are executed in real time against a telecom operator, utility or biller. Once a transaction has been accepted and fulfilled by the operator or biller, it cannot ordinarily be cancelled, recalled or reversed at RupeeBiz's discretion.

For this reason, cancellation on request is not available for a successfully completed transaction. Relief is available where a transaction has failed, has been debited without fulfilment, or is shown to be erroneous, as described below.

Failed transactions

Where a transaction is declined or fails before the operator or biller fulfils it, the amount is not consumed and is credited back to the source of funds — typically the Partner's prepaid balance, from which the Partner refunds its end customer according to its own arrangements.

A failed transaction is usually reflected in the transaction report and the partner dashboard once the final status is received.

Pending and deemed transactions

Some transactions return a pending status because the operator or biller has not yet confirmed the outcome. A pending transaction is not a failure and must not be presented to an end customer as one.

• RupeeBiz continues to seek the final status from the operator or biller.
• If the transaction is finally confirmed as successful, no reversal is due.
• If it is finally confirmed as failed, a reversal is processed as above.
• Partners should wait for the final status before initiating a fresh transaction for the same request, to avoid a duplicate recharge or payment.

Timelines

RupeeBiz processes a reversal once the operator or biller confirms the failure. The time taken is therefore subject to the biller or operator concerned and to the intermediaries and banking systems involved. We do not offer a fixed guaranteed timeline, because the confirming step is outside our control.

We will acknowledge a request raised through the correct channel, tell the Partner what status we hold, pursue the outcome with the upstream provider and inform the Partner when the position is resolved.

What is not eligible

A refund is not ordinarily available where:

• the transaction was completed successfully and the service was delivered;
• the end customer supplied an incorrect but valid identifier — for example a wrong mobile number or consumer number — and the operator or biller applied the value to that account;
• an incorrect plan or amount was selected by the customer and the operator has fulfilled it;
• the request relates to the Partner's own charges rather than the transaction amount;
• the claim is raised after the dispute window applied by the operator or biller has closed.

Where an operator or biller does, exceptionally, allow a correction, we will pass on the outcome we receive.

Duplicate transactions

Where two identical transactions are created for the same request — for example after a retry that did not use an idempotency key — the position is examined against the operator's records. If the operator confirms that only one was fulfilled, the other is reversed. If both were fulfilled, the value has been delivered and a reversal is not ordinarily available.

How to raise a request

End customers should contact the platform on which the transaction was made.

Partners should raise the request through the agreed support channel or by writing to sales@rupeebiz.com, including:

• the transaction reference and the Partner's own reference identifier;
• the date, time and amount of the transaction;
• the operator or biller and the identifier used;
• the status shown on the Partner's side and any message received by the customer;
• a short description of what is being disputed.

Requests should be raised promptly, because upstream dispute windows are limited. If you are not satisfied with the outcome, the escalation route is set out in our Grievance Redressal Policy.

Chargebacks and recovery

Where a refund is issued after the value has been consumed, or where a chargeback is raised against a transaction that was successfully fulfilled, RupeeBiz reserves the right to recover the amount from the Partner's balance in accordance with the executed commercial agreement.