Refund & Cancellation Policy.

1. Overview & Scope

This Refund & Cancellation Policy applies to all transactions performed through the PayBrill platform by registered users and their customers, including mobile and DTH recharges, BBPS bill payments, domestic money transfers, AEPS and Aadhaar Pay transactions, QR payments and wallet top-ups.

This policy should be read together with our Terms & Conditions and Privacy Policy.

2. General Refund Principles

• Refunds apply primarily to failed or declined transactions — cases where money is debited but the service is not delivered;
• Transactions that complete successfully are generally not reversible, because the operator, biller or bank has already delivered the service;
• Reversals are credited to the original source — your PayBrill Wallet, or the originating bank account where applicable;
• Where a reversal is automatic, no action is needed from you. Where manual review is required, you may raise a dispute (see Section 7).

3. Failed Transactions

Our systems continuously reconcile transactions with operator and bank responses. When a transaction fails after the amount has been debited:

• The system initiates an automatic reversal in most cases, without any action required from you;
• Reversals are typically credited within T+1 to T+7 working days depending on the service and partner response times (see Section 4);
• You can track the status of every transaction — including pending reversals — in the Reports section of your dashboard;
• If a failed transaction is not reversed within the stated timeline, raise a dispute through the dashboard or email us (see Section 7).

4. Service-wise Timelines

T refers to the day of the transaction. "Working days" exclude Sundays and public/bank holidays.

5. Wallet Top-up Refunds

• Wallet top-ups that are debited but not credited to the Wallet are traced and credited within 24 working hours of being reported;
• Unused Wallet balances may be refunded to the registered bank account upon written request, subject to verification and to deductions for amounts owed to PayBrill;
• Refunds of Wallet balances are processed within 5–7 working days of approval, credited only to a bank account in the registered user's name;
• Top-ups made from unauthorized or third-party instruments are not refundable and may be frozen pending compliance review.

6. Non-Refundable Cases

The following situations are generally not eligible for refunds:

• User input errors — e.g., recharge completed on a wrong mobile/DTH number or bill payment on a wrong consumer number. In such cases, the operator/biller alone may, at its discretion, adjust or transfer the amount; we will assist with the request where possible;
• Successful transactions claimed as failures without supporting evidence after the dispute window (30 days from the transaction date);
• Fraud or misuse — losses arising from shared credentials, unauthorized access, or violation of our Terms & Conditions;
• Platform & onboarding fees — white-label setup, customization, branding and onboarding charges are non-refundable once the work has commenced;
• Commission and slab adjustments made in accordance with the agreed plan or due to reversed upstream transactions.

7. How to Raise a Refund Request

Step 1 — Log in to your dashboard and open Reports → Transactions.

Step 2 — Locate the transaction and select "Raise dispute". Attach any supporting evidence (screenshots, operator SMS, bank statement).

Step 3 — Alternatively, email support.paybrill@gmail.com with the subject "Refund Request" and include:

• Registered mobile number / business name;
• Transaction ID and date;
• Amount and service type;
• Customer's mobile / consumer / beneficiary number (as applicable);
• Payment proof (bank statement or UPI screenshot).

Our support team acknowledges refund requests within 24–48 working hours and keeps you updated until resolution.

8. Processing Time & Bank Handling

• Once approved, refunds are initiated to the source on the same or next working day;
• The time taken for the credit to reflect depends on the beneficiary bank or payment channel — typically 3–7 working days;
• Refund status updates are shared via the dashboard and email/notifications;
• If a refund is approved but not credited within 10 working days, contact us with your bank statement for a UTR/tracing follow-up with the bank.

9. Duplicate & Erroneous Payments

Duplicate payments for the same bill or number are auto-detected in most cases and reversed as per Section 4. Where both transactions succeed (e.g., two successful recharges or a bill paid twice where the biller supports adjustment), the excess amount may lie with the biller/operator, and we will assist you in pursuing the adjustment with them. Erroneous credits to your Wallet must be reported to us immediately; they may be clawed back with prior notice.

10. Chargebacks & Disputes

If you believe a transaction is unauthorized or wrongfully debited, contact us before initiating a bank chargeback — most issues resolve faster through our dispute process. Unauthorized chargebacks initiated without contacting us may lead to temporary transaction holds or account suspension while the matter is reviewed, as per our Terms & Conditions.

11. Changes & Contact

We may update this policy from time to time; the "Last updated" date above reflects the current version. Continued use of the platform after changes constitutes acceptance of the updated policy.