Refund & Cancellation Policy

1. Scope

This policy applies to all transactions carried out through YouPay Wallet, operated by YouPay Wallet — including mobile and DTH recharges, utility bill payments, FASTag top-ups, money transfers and wallet loading. It forms part of our Terms & Conditions.

2. The basic principle

YouPay Wallet is a technology platform that submits your instruction to an Operator, Biller or Payment Partner. Because of this:

• If the Operator or Biller rejects the transaction, the amount is returned to your Wallet.
• If the Operator or Biller accepts the transaction and delivers the service, the transaction is final and cannot be reversed by us.
• If an amount was debited but the service was not delivered, we will trace it and, once confirmed, refund it.

3. Failed transactions

A transaction is failed when the Operator, Biller or Payment Partner explicitly declines it. In that case:

• The amount is credited back to your YouPay Wallet balance automatically, usually within minutes.
• Any convenience fee charged on the failed transaction is reversed with it.
• You will see the reversal entry in your transaction history against the original reference number.

No action is needed from you for an automatic reversal. If the amount has not appeared within the timeline in section 5, raise a claim under section 11.

4. Pending transactions

Some Operators and billing systems confirm asynchronously, which means a transaction can show as pending for a period before it settles.

Pending transactions are normally resolved within 24 to 48 hours. If a transaction is still pending after 48 hours, contact us with the reference number and we will follow it up with the provider.

5. Refund timelines

Timelines depend on where the money has to travel back from. Once a refund is initiated by us, the credit to a bank account or card is controlled by the receiving bank.

Working days exclude Sundays and bank holidays. Delays caused by the receiving bank, card network or Operator are outside our control, though we will keep following them up on your behalf until the matter is closed.

6. Cancellations

Recharges, bill payments and money transfers are executed in real time and cannot be cancelled once you have confirmed them. There is no cooling-off window, because the instruction has already left our platform.

Please review the number, consumer ID, beneficiary details and amount carefully on the confirmation screen before authorising a payment.

7. Transactions made with incorrect details

If you enter an incorrect mobile number, consumer number, subscriber ID or bank account number and the transaction succeeds, the service has been delivered to the details you provided. Such transactions are generally not refundable.

We will, on request:

• share the transaction evidence and reference number you need to pursue the matter;
• raise a recovery request with the Operator or beneficiary bank where such a mechanism exists; and
• keep you updated on the outcome.

Recovery depends entirely on the co-operation of the third party and the recipient. We cannot guarantee it, and we do not bear the loss arising from details entered incorrectly.

8. Wallet top-up failures

If your bank or card was debited during a wallet top-up but the balance was not credited:

1. Wait for the settlement cycle — most such cases resolve automatically within 24 hours.
2. If the balance is still missing, raise a claim with the bank reference number (UTR / RRN) from your bank statement.
3. We will reconcile with the Payment Partner and either credit your Wallet or, where the amount never reached us, confirm the reversal that the bank will process to your account.

9. Non-refundable items

The following are not eligible for refund:

• Successfully delivered recharges, bill payments and transfers, including those made to details entered incorrectly by the user.
• Promotional credits, cashback, reward points and referral bonuses — these carry no cash value and are not withdrawable.
• Convenience fees and payment gateway charges on successful transactions.
• Amounts forfeited following a breach of our Terms & Conditions, including abuse of promotional programmes or fraudulent activity.
• Charges levied independently by your own bank, card issuer or network operator.

10. Balance on account closure

If you close your account, or if we terminate it for reasons other than fraud or a breach of our Terms, any remaining Wallet balance funded by you will be returned to your verified bank account, subject to:

• successful identity and bank-account verification;
• deduction of any amounts you owe us; and
• any hold required by a regulator, court or Payment Partner.

Requests are normally processed within 15 working days of successful verification. Promotional credits are forfeited on closure.

11. How to raise a claim

Email support@youpaywallet.com from your registered email address, or use the support option in the app, with:

• your registered mobile number;
• the YouPay transaction reference number;
• the date, time and amount of the transaction;
• the service and the number or consumer ID involved; and
• for top-up issues, the bank reference number (UTR / RRN) and a screenshot of the bank statement entry.

We acknowledge every claim within 48 hours and aim to resolve it within 7 to 15 working days, depending on the third parties involved. If you are not satisfied with the outcome, escalate it under our Grievance Redressal Policy.

12. Chargebacks

If you raise a chargeback with your bank or card issuer for a transaction that is under investigation with us, we may temporarily suspend your account until the chargeback is resolved, to prevent duplicate recovery of the same amount.

Where a chargeback is found to be invalid — for example, where the service was in fact delivered — we reserve the right to recover the amount and any associated bank penalty from your Wallet balance, and to restrict access to the Service.

We ask that you contact us first: in most cases we can resolve the matter faster than a chargeback cycle.

13. Contact us

For anything relating to refunds, reversals or a stuck transaction: