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Legal & Compliance Hub/Transactions & Refunds

Refund & Cancellation Policy

Effective: 2026-10-24Last Updated: 2026-10-24Version 2.0 • Active Statutory Framework

Statutory Framework & Regulatory Purpose

Governing Law: India

Rules governing recharge cancellations, failed transactions, auto-reversals, and payment gateway dispute timelines.

Overview & Scope

At PaisaJi, we strive to ensure transparent, automated, and frictionless handling of every digital payment. This Refund and Cancellation Policy outlines the operational procedures, turnaround times (TAT), and conditions governing failed transactions, biller delays, and customer refund claims.

This policy adheres to the RBI Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorized Payment Systems (Circular DPSS.CO.PD No.629/02.01.014/2019-20).

1. Fundamental Rules on Cancellation

1. Finality of Successful Mobile Recharges:
Once a mobile prepaid recharge, DTH top-up, or data pack has been successfully processed and confirmed with an Operator Reference ID by the telecom provider (Jio, Airtel, Vi, BSNL), cancellations cannot be executed. Telecom operators do not permit cancellation or reversal of airtime/data already credited to a SIM.
2. Successful BBPS Utility Payments:
Utility bill payments (Electricity, Water, Piped Gas, Municipal Tax, Broadband) once cleared and acknowledged with a Biller Transaction ID represent settled debts to the respective utility corporation and cannot be revoked through the Platform.

2. Transaction States & Auto-Refund Timelines

Transaction State
Cause & Mechanism
Reversal Turnaround Time (TAT)
Destination Account
Failed at Payment Gateway
Money debited from user bank, but payment gateway marked drop/failure before reaching PaisaJi.
T + 1 to T + 3 Business Days (Automated bank reversal)
Original Bank Account / UPI VPA
Pending / Under Investigation
Biller or Telecom operator server timed out. Recheck job runs for up to 2 hours.
If not confirmed as Success within 24h, automatically reversed (T + 2 Business Days)
Original Bank Account / UPI VPA
Double / Duplicate Debit
Network lag caused two debits for a single recharge attempt.
Automated reconcile script marks second debit as redundant; reversed in T + 1 Business Day.
Original Bank Account / UPI VPA
Operator Plan Rejection
Operator rejected the plan (e.g., circle mismatch, discontinued voucher).
Instant refund credit triggered via webhook (Instant to 48 Hours).
Original Payment Method

*Note: "T" represents the date and time the transaction failure was authoritatively confirmed.*

3. Customer Dispute Mechanism

If funds were deducted from your bank account or card and the transaction did not succeed or auto-reverse within 3 business days:

1. Open the PaisaJi App > Navigate to Transaction History.
2. Select the specific transaction and click "Raise Dispute / Check Live Bank Status".
3. Provide the Bank UTR (Unique Transaction Reference) or Payment Gateway Transaction ID.
4. Our automated reconciliation daemon queries the partner bank switch within 15 minutes. If confirmed debited without delivery, a direct credit refund reference is generated.

4. RBI Mandated Compensation for Delayed Reversals

In strict compliance with RBI TAT circular directives:

If a failed digital payment reversal exceeds the prescribed statutory timeline (T + 5 calendar days) due to delays attributable to payment infrastructure without justifiable cause, the customer is entitled to compensation of ₹100 per day of delay, payable into the customer's account as stipulated by the Reserve Bank of India guidelines.

5. Chargebacks & Fraudulent Claims

Filing fraudulent chargeback claims with your issuing bank for telecom recharges that have been verified as successfully delivered with operator acknowledgment constitutes a violation of platform terms and may result in permanent suspension of your PaisaJi account and reporting to credit reference bureaus.

⚖️ Questions, Account Inquiries or Policy Clarifications?

Contact our operations desk for transaction disputes, or our Data Protection Officer for account erasure & privacy rights.

✉️ support@paisaji.com•🔒 privacy@paisaji.com (Account Deletion)
Nodal Escalation Desk