Fair & Transparent Refunds
At MarwadiPay, we strive to provide seamless payment services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them. Please read this policy carefully before using our services.
Refund Overview
Our refund policy is designed to be fair and transparent. Refunds are processed based on:
Transaction Nature
The type of service and transaction involved
Legal Requirements
Compliance with RBI and financial regulations
Error Type
Whether the issue was technical or user-initiated
Timing
When the refund request was submitted
Important: Refund eligibility varies by service type. Please refer to service-specific policies below.
Eligibility Criteria
Refunds may be issued in the following situations:
Eligible for Refund
- Transaction failed but amount was debited
- Duplicate transaction charges
- Service fee charged incorrectly
- Technical error on our platform
- Transaction to wrong recipient (within 24 hours and before settlement)
- Service was not delivered as promised
- Merchant cancellation before service delivery
Not Eligible for Refund
- Transaction completed successfully to intended recipient
- User error in entering recipient details (after confirmation)
- Refund requested after settlement period
- Service fees for successful transactions
- Third-party service charges
- Transactions older than 90 days
- Change of mind after successful transaction
Refund Request Process
Follow these steps to request a refund:
Submit Request
Log in to your account and navigate to the transaction history. Click on the affected transaction and select "Request Refund"
Provide Details
Fill out the refund request form with transaction ID, reason for refund, and any supporting documentation
Verification
Our team will verify your request and may contact you for additional information within 2-3 business days
Processing
Once approved, the refund will be initiated to your original payment method
Confirmation
You'll receive a confirmation email and SMS when the refund is processed
Required Documentation
- Transaction ID or reference number
- Screenshot of failed transaction (if applicable)
- Bank statement showing debit (for failed transactions)
- Any communication with recipient (if applicable)
Processing Timelines
Refund processing times vary based on several factors:
Note: Credit times depend on your bank's processing speed. Some banks may take longer during holidays or weekends.
Service-Specific Refund Policies
Each service has specific refund conditions:
AEPS (Aadhaar Enabled Payment System)
AEPS (Aadhaar Enabled Payment System)
- Cash Withdrawal: Refund if amount debited but cash not dispensed
- Balance Enquiry: Fee refunded if service failed
- Mini Statement: No refund for successful requests
- Processing Time: 3-7 business days
BBPS (Bill Payment)
- Failed Payment: Full refund if biller didn't receive payment
- Duplicate Payment: Refund for extra charge within 7 days
- Incorrect Amount: Difference refunded after verification
- Processing Time: 7-10 business days
DMT (Domestic Money Transfer)
- Failed Transfer: Amount returned if not credited to recipient
- Wrong Transfer: Possible within 24 hours before settlement
- Service Fee: Non-refundable for successful transfers
- Processing Time: 5-7 business days
Payout Services
- Bulk Payout: Refund for individual failed transactions
- API Fee: Refundable only if service was unavailable
- Scheduled Payout: Cancellable before execution
- Processing Time: 3-5 business days
UPI Payout
- Instant Refund: If UPI transaction fails immediately
- Pending Status: Auto-refund after 24 hours if not settled
- Transaction Fee: Refunded for failed transactions only
- Processing Time: 1-3 business days
Non-Refundable Items
The following charges are non-refundable under normal circumstances:
Non-Refundable Charges
- Service fees for successfully completed transactions
- Monthly subscription or account maintenance fees
- Charges for value-added services that were delivered
- Third-party gateway or processing fees
- Convenience fees
- SMS or notification charges
- Account setup or activation fees
- Premium feature charges after usage
Dispute Resolution
If you're not satisfied with our refund decision:
Contact Support
Reach out to our customer support team with your concerns
Escalation
Request escalation to our disputes team for review
Final Review
Senior management will review and provide final decision
Escalation Timeline
Disputes are typically resolved within 15 business days from the date of escalation. You'll receive updates at each stage.
Refund Methods
Refunds are processed using the following methods:
- Original Payment Method: Refunds are credited back to the same account/card used for payment
- Bank Transfer: Direct credit to your registered bank account
- Wallet Credit: Added to your MarwadiPay wallet (if opted)
Note: You cannot change the refund method. Refunds are always processed to the original source.
Partial Refunds
In certain cases, we may issue partial refunds:
- When only a portion of the service was not delivered
- If applicable fees or charges need to be deducted
- For partially failed bulk transactions
- When agreed upon during dispute resolution
Changes to Refund Policy
We may update this Refund Policy from time to time:
- Updates will be posted with a new date
- Significant changes will be communicated via email
- Changes apply to transactions after the effective date
- Previous policy governs transactions before changes
Need Help with a Refund?
Our support team is here to assist you with refund requests:
Phone
+91 123 456 7890Support Hours: Monday-Saturday, 9 AM - 9 PM IST