General Policy Principles
At CASHPAY MITRA, customer and retailer satisfaction is our primary commitment. As a provider of instant digital financial facilitation—including Mobile Recharges, Utility Bill Payments, Aadhaar Enabled Payment System (AePS), and Money Transfer—all transactions are routed directly to authorized telecom operators, utility boards, NPCI, and partner banks.
This Cancellation and Refund Policy clearly outlines the circumstances under which refunds, transaction reversals, and credit adjustments are initiated, processed, and settled.
Mobile & DTH Prepaid Recharge Refunds
If a recharge request fails at the operator switch (due to operator downtime, invalid denomination, or circle mismatch) and the amount was deducted from your CASHPAY MITRA wallet, the full amount will be automatically refunded and credited back to your wallet balance within 15 minutes to 24 hours.
If a transaction status reflects as "Pending", it means the telecom operator's billing gateway is awaiting final acknowledgment. Our automated cron system checks the operator status periodically. If the operator eventually fails the recharge, your wallet is auto-refunded. If confirmed success, the operator transaction reference number is logged.
Please double check all mobile numbers, DTH subscriber IDs, and operator circles before completing payment. If you mistakenly execute a recharge to an incorrect phone number and the telecom operator successfully fulfills it, the transaction cannot be reversed or refunded, as telecom carriers treat fulfilled digital airtime as irreversible.
BBPS Utility Bill Payments
Bharat Bill Payment System (BBPS) handles real-time and near-real-time bill payments for electricity, water, municipal tax, gas, and broadband providers:
- Successful Biller Clearances: Once a utility bill payment receives an acknowledgment and BBPS Transaction Reference Number from the biller board, the payment cannot be cancelled or recalled under any circumstances.
- Biller Rejections: If a bill payment fails due to biller timeout or account validation rejection after wallet deduction, the deduction will be automatically reversed and credited back to your merchant wallet within 2 to 3 business days.
AEPS & Micro-ATM Cash Withdrawal Disputes
In rare circumstances, a customer's bank account may be debited while the retailer machine shows a transaction failure or timeout:
As per Reserve Bank of India (RBI) circular on Harmonization of Turn Around Time (TAT) and customer compensation for failed transactions:
- Failed AEPS transactions where customer account is debited are automatically reversed by the customer's issuing bank within T+5 business days without requiring intervention from CASHPAY MITRA.
- Retailers should provide the customer with the official RRN (Retrieval Reference Number) from the transaction log so the customer can track the refund with their home bank branch.
Domestic Money Transfer (DMT) Refunds
For DMT remittances sent via IMPS/NEFT rails:
- Failed IMPS Transfer: If the beneficiary bank declines or rejects the incoming transfer, the gateway initiates an auto-reversal back to the retailer's CASHPAY MITRA wallet.
- OTP Verification for Claiming Refund: For security reasons, merchant DMT refunds may require OTP verification sent to the remitter's registered mobile number before wallet balance is restored.
- Incorrect Account Number: CASHPAY MITRA cannot be held liable for funds transferred to an incorrect beneficiary account if the account number or IFSC was wrongly provided by the customer or retailer. Always verify recipient name via account verification before transferring funds.
Wallet Top-up & Gateway Reversals
When loading your merchant wallet via UPI, Net Banking, or Debit Cards:
Debited but not Credited?
Payment gateways reconcile pending batches every 2 to 4 hours. Once the payment gateway confirms credit settlement, your wallet is automatically updated.
Unsettled Gateway Drops
If the payment gateway marks the transaction as failed, the deducted sum is returned by your bank/UPI app back to the source bank account within 3 to 7 working days.
Merchant Onboarding & ID Activation Fees
Fees paid towards retailer registration, eKYC document verification, distributor package onboarding, or hardware dispatch (such as SoundBox or Micro-ATM machines) are strictly non-refundable once the account ID has been activated and software access credentials issued.
How to Raise a Dispute or Refund Ticket
If any eligible refund is not credited within the specified turnaround timeframe, please submit a support ticket with the following details:
Required Information for Ticket:
- Registered Merchant Mobile Number & User ID
- Transaction Date & Precise Timestamp
- Transaction ID / Order ID
- RRN (Retrieval Reference Number) / Operator Ref ID
- Transaction Amount (₹)
- Clear screenshot of the transaction passbook or error message