Refund Policy

1. Introduction

This Refund Policy explains the circumstances under which transaction amounts, commissions, or Wallet balances may be refunded, reversed, or credited back to Users of bigpaybharat.com ("Platform", "BigPayBharat"), operated by Weserv Techno Innovative Pvt Ltd ("Company", "we", "us", "our").

This Policy applies to all Users, including Retailers, Distributors, and Master Distributors, and should be read together with our Terms & Conditions and Privacy Policy.

2. General Principle

As a rule, amounts debited from your Wallet for a successfully completed transaction (e.g., a successful money transfer, bill payment, or recharge) are not refundable, since the funds have already been remitted to the intended beneficiary or biller through our banking/NPCI partners.

Refunds are only applicable where a transaction has genuinely failed, timed out, or been reversed at the source (bank/NPCI/biller) level, as detailed in Section 3.

3. Failed & Reversed Transactions

Where a transaction fails or is reversed after your Wallet has already been debited, the amount will ordinarily be credited back to your Wallet automatically, once confirmation of failure is received from our banking or NPCI partners. This includes:

• Money transfer transactions that fail at the beneficiary bank's end
• AEPS transactions that fail due to biometric mismatch, server timeout, or NPCI decline, where the debit is not reversed automatically by the switch
• BBPS bill payments or recharges that fail or are rejected by the biller/operator after debit
• Duplicate debits caused by a technical error on the Platform

In most cases, such reversals are processed automatically by the banking/NPCI system within the timelines in Section 6. Where automatic reversal does not occur, you may raise a request as described in Section 9.

4. Refunds by Service Category

Service	Refund Applicability
Money Transfer (DMT)	Refundable to Wallet only if transaction fails/is reversed by the beneficiary bank; not refundable once successfully credited
AEPS	Refundable to Wallet if the transaction fails or is declined by NPCI/bank, subject to reconciliation; disputed successful transactions are handled per Section 8
BBPS Bill Payments	Refundable only if payment is not confirmed by the biller; once confirmed as paid, refunds must be pursued with the biller directly
Mobile/DTH Recharge	Refundable to Wallet if the recharge fails at the operator's end; successful recharges are non-refundable
UPI Payments	Refundable if the transaction fails or is reversed by NPCI/the receiving bank
Travel Bookings	Governed by the respective travel supplier's/aggregator's cancellation and refund policy, not by BigPayBharat directly

5. Wallet Top-Up Refunds

Amounts added to your Wallet via approved payment channels are generally non-refundable once credited, except where the top-up itself failed but the source account was debited (in which case the amount will be reversed to the original payment source by the payment gateway/bank, subject to their timelines) or where a duplicate top-up occurred due to a technical error, in which case the duplicate amount will be credited back to your Wallet after verification.

6. Refund Timelines

Refunds and reversals are subject to processing timelines of our banking, NPCI, and payment gateway partners, and are outside our direct control. As a general guide:

• Wallet-credit reversals for failed transactions: typically within 24–72 hours of confirmed failure
• Bank-side/NPCI reversals for AEPS or money transfer: as per RBI/NPCI mandated timelines, generally up to T+7 working days for the transaction to reverse to the beneficiary account or your source, where applicable
• Payment gateway refunds for failed top-ups: as per the respective gateway's/bank's policy, typically 5–7 working days

We will keep you informed of the status of your refund request but cannot guarantee timelines that are controlled by third-party financial institutions.

7. Non-Refundable Situations

• Transactions completed successfully and confirmed by the beneficiary bank/biller/operator
• Incorrect beneficiary account number, mobile number, or biller details entered by the Retailer/User
• Transactions where the User (Retailer) has entered incorrect customer information
• Service charges, convenience fees, or platform commissions already processed on a successful transaction
• Losses arising from sharing of login credentials, OTPs, or Wallet access in violation of our Terms & Conditions
• Delays or losses caused by factors outside our control, such as network outages or force majeure events

8. Disputed & Chargeback Transactions

If a transaction is disputed by an end customer or results in a chargeback from a banking partner after funds have already been settled to you, we reserve the right to debit the disputed amount from your Wallet or adjust it against future settlements, pending investigation. We will notify you of any such dispute and provide an opportunity to submit supporting evidence before final adjustment, where feasible.

9. How to Raise a Refund Request

If you believe a transaction has failed but your Wallet has not been auto-credited within the expected timeline, you may raise a request through:

• The Support/Helpdesk section of your Retailer dashboard, referencing the transaction ID and date
• Emailing our support team at the address in Section 12, with transaction details and screenshots where available

All refund requests are subject to verification and reconciliation with our banking/NPCI partners before approval.

10. Retailer Liability

Retailers, Distributors, and Master Distributors are responsible for verifying transaction status with end customers before reporting a transaction as failed. Any false or fraudulent refund claims may result in suspension of your account and forfeiture of associated Wallet balance, in accordance with our Terms & Conditions.

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, banking/NPCI requirements, or applicable regulations. The updated version will be posted on this page with a revised "Last Updated" date. Continued use of the Platform after such changes constitutes acceptance of the revised Policy.

12. Contact Us

For any refund-related queries, please contact us at: