1. General rules

• Refunds are sent back to the original source account whenever the network allows it

• We show the status in your dashboard and by webhook events

• Refund speed depends on the method, bank uptime, and partner rules

• If law or network rules require a specific process or time, those rules win

Important timelines set by regulators

• RBI Turn Around Time rules require automatic reversal for failed digital payments within defined days. For example, cash not dispensed at an ATM must be reversed within T plus 5 days and similar TAT rules apply across rails. Delays can trigger compensation.

• For UPI, NPCI prescribes dispute and chargeback steps and time windows for banks and apps to act. Recent circulars update response times and acceptance windows.

• For BBPS, RBI requires a central complaint number, tracking, and escalation through BBPCU and BBPOUs to the biller.

2. When a refund or reversal applies

• You cancelled the order or service

• The customer returned the product or did not receive the service

• You charged in error or charged the wrong amount

• A UPI or BBPS payment failed after the customer account was debited

• A payout was sent to a wrong beneficiary and a recall is possible under partner rules

For failed transactions, banks must auto reverse within the timelines set by RBI or NPCI. You and your customer do not need to raise a manual request for a genuine failure.

3. Method wise guidance

3.1 UPI collection

Refunds after a successful capture

• You can start a refund from the dashboard or over the API

• Refund posts back to the original UPI linked account

• Typical completion is near instant to a few hours, but bank windows may push this to T plus 2 working days

Failed UPI transactions

• If the customer account was debited and the merchant did not receive confirmation, the bank must auto reverse

• RBI and NPCI guidance sets outer limits such as T plus 1 day for person to person and T plus 5 days for merchant payments. If a bank misses the deadline, compensation may apply as per the TAT circulars that banks follow.

Disputes and chargebacks

• Customers raise complaints in their UPI app which flows to the TPAP, then the PSP bank, then the issuing bank, and finally NPCI if needed. We support with logs and references when asked.

3.2 Instant payouts

• Once a payout moves to success, recall is rare and only possible if the receiving bank cooperates

• For IMPS or NEFT based flows, if credit does not happen within the prescribed time the bank is liable for penal interest and reversal as per RBI FAQs for NEFT and similar guidance for IMPS.

3.3 BBPS

• Refunds and corrections follow BBPS procedural rules

• Each complaint gets a unique reference number and is tracked until closure through BBPCU and the concerned operator unit

• Compensation and reversal steps are driven by the Master Directions and the procedural guidelines that BBPS participants follow.

3.4 Connected banking

• Balance and statement pulls do not involve customer charges

• If a settlement entry is duplicated or misposted due to an integration error, we will coordinate with your bank for correction and follow RBI TAT guidance that applies to failed or erroneous entries.

3.5 Travel booking payments

• Refunds for cancellations, schedule changes, or no show follow airline or OTA rules

• We pass back the refund when the partner processes it and we show the reference in the dashboard

4. How to start a merchant initiated refund

1. Open the payment in the dashboard

2. Choose Full refund or Partial refund

3. Add the reason and supporting note

4. Confirm

We create a refund reference ID and share it by webhook if you use APIs. You can export a refund report from the Reports area.

5. Time to credit

These are typical ranges. They can be faster and they can be slower if a bank has downtime or there are public holidays.

• UPI refunds
  Near instant to T plus 2 working days

• BBPS corrections
  Same day to T plus 3 working days

• NEFT or IMPS related reversals
  Within two hours of the batch for NEFT or as per IMPS windows for credit or reversal, with penal interest if the bank misses the rule.

6. Fees

• We do not charge a separate fee to start a refund

• Original processing fees are not returned unless your contract or law requires it

• If a partner or network charges a fee for a special case, we pass it at cost with the receipt

7. Exceptions

A refund may not be possible when

• Law enforcement has frozen the funds

• The account is flagged for fraud or money laundering risk

• The rails do not support refund for that flow

• The payout has already reached the beneficiary and recall is not possible

We always provide a reason and the next step.

8. How your customer can check status

• We show payment and refund references on the receipt that you can share

• For UPI, the customer can also see the status in the bank or TPAP app and can raise a complaint from the payment detail screen as per NPCI guidance.

9. Support and escalation

• Email [support email] or use the Help section in the dashboard with the payment reference

• If a bank or partner misses a mandatory reversal timeline, quote the RBI TAT circular when you contact your bank and copy us. We will provide logs and references.

• If you do not receive a response within thirty days or you are not satisfied with the resolution, you can reach the RBI Integrated Ombudsman as the final recourse after contacting the regulated entity.

10. Changes to this policy

We may update this policy when rules change or when we add new products. We will post updates here with a new date and we will try to give reasonable notice for major changes.