01 Overview
Payonclick India processes millions of financial transactions through various services including AEPS, DMT, Recharge, BBPS, and PAN services. While we strive for 100% transaction success, certain transactions may fail due to banking network issues, technical errors, or beneficiary bank problems.
This Refund Policy outlines how we handle:
- Failed transactions and automatic reversals
- Disputed transactions and manual refund requests
- Wallet-related refunds
- Service-specific refund processes
All refunds are credited back to your Payonclick wallet. For wallet-to-bank settlement queries, please refer to the Wallet Top-Up Refunds section.
02 Automatic Reversals
Our system automatically identifies and reverses failed transactions. When a transaction fails:
Transaction Failure Detected
Our system receives a failure response from the banking network or payment processor.
Status Verification
We automatically verify the transaction status with the upstream provider to confirm failure.
Auto-Reversal Initiated
The debited amount is immediately reversed back to your Payonclick wallet.
Notification Sent
You receive a callback/webhook notification and the transaction status updates in your dashboard.
03 Refund Timelines
Refund timelines vary based on the type of transaction and the response from banking partners:
| Scenario |
Timeline |
Credit To |
| Instant failure (API error response) |
Immediate (0–2 minutes) |
Wallet |
| Pending → Failed (bank timeout) |
Up to 24 hours |
Wallet |
| DMT stuck/pending transaction |
T+1 to T+3 business days |
Wallet |
| AEPS failed transaction |
Immediate to 24 hours |
Wallet |
| Recharge failed |
Immediate to 4 hours |
Wallet |
| BBPS bill payment failed |
Up to 48 hours |
Wallet |
| Disputed transaction (manual review) |
5–15 business days |
Wallet |
| Wallet top-up refund (bank error) |
5–7 business days |
Source account |
04 Service-Wise Refund Details
AEPS Transactions
- Failed cash withdrawals are reversed to wallet immediately after bank confirmation.
- If customer's account is debited but cash not dispensed, a dispute must be raised with the transaction ID.
- NPCI-level disputes are resolved within 5–7 business days.
- Balance enquiry and mini statement failures do not involve financial reversals.
DMT (Money Transfer)
- If the transfer fails at the beneficiary bank, the amount is auto-reversed to wallet.
- For IMPS/NEFT failures with "pending" status, we verify with the bank and process reversal within T+1 to T+3 days.
- If the amount is debited from your wallet but not credited to beneficiary, raise a dispute — our team will verify through bank reconciliation.
- Transfer charges/fees are also reversed for failed transactions.
Recharge & DTH
- Failed recharges are reversed to wallet within 4 hours.
- If the operator confirms the recharge but the customer denies receipt, this must be raised as a dispute with the operator through our support team.
- Successful recharges cannot be reversed or refunded.
BBPS (Bill Payments)
- Failed bill payments are reversed within 48 hours.
- If the amount is deducted but the bill is not updated at the biller's end, raise a dispute with the BBPS reference number.
- BBPS-level disputes are resolved per NPCI's dispute resolution framework.
PAN Card Services
- For PAN application failures, the service fee is reversed to wallet.
- If a PAN application is rejected by NSDL/UTIITSL due to document issues, the service fee is non-refundable.
- Government fees paid to NSDL/UTIITSL are non-refundable as per their policies.
05 Wallet Top-Up Refunds
- If your bank account is debited but the wallet is not credited (due to payment gateway failure), the amount will be auto-refunded to your source bank account within 5–7 business days.
- If the wallet is credited and you request a refund of unused balance, please contact support. Unused wallet balance can be transferred to your registered bank account.
- Minimum withdrawal amount and processing charges may apply as per your plan.
- Wallet balance refunds to bank require identity and bank account verification.
06 How to Raise a Dispute
If your transaction wasn't automatically reversed and you believe a refund is due, follow this process:
1
Gather Information
Note down the Transaction ID, date, amount, service type, and a brief description of the issue.
2
Raise a Support Ticket
Email us at support@payonclickindia.com with the subject line: "Refund Request — [Transaction ID]" or use the dispute option in your dashboard.
3
Review & Verification
Our team will verify the transaction with banking partners and upstream providers within 2–5 business days.
4
Resolution
Upon verification, the refund will be processed to your wallet, or you'll be notified if the transaction was successful at the beneficiary's end.
Disputes must be raised within 30 days of the transaction date. Disputes raised after 30 days may not be eligible for review as banking records may no longer be available for verification.
07 Non-Refundable Items
The following are not eligible for refunds:
- Successfully completed transactions (recharges, transfers, bill payments confirmed by the provider)
- Government fees for PAN applications, Aadhaar services, etc.
- Transactions failed due to incorrect details provided by the user (wrong account number, wrong mobile number, etc.)
- API access fees or subscription charges for the current billing period (if applicable)
- Promotional credits, bonus wallet balance, or referral rewards
- Charges incurred due to violation of Terms of Service
08 Escalation Matrix
If you are not satisfied with the resolution, you may escalate your concern:
Level 1
Customer Support
Email: support@payonclickindia.com
Response time: Within 24 hours
Level 2
Senior Support Manager
Escalation after 3 business days of no resolution at Level 1
Response time: Within 48 hours
Level 3
Grievance Officer
Email: grievance@payonclickindia.com
Response time: Within 7 business days