Refunds, Safety & Verification
Refund & Cancellation Policy
Official guidelines on service failure guarantees, closed-loop wallet rules, source reversals, processing fees, and dispute resolution for Rechup Pay.
1. Verification Before Refund
All refund requests and transaction reconciliation inquiries are thoroughly verified through automated API reconciliation and manual security checks. We examine upstream telecom operator response codes, payment gateway callbacks, and internal ledger logs to prevent fraudulent claims. The initial verification process typically takes anywhere between 5 minutes to 7 business days.
2. Service Failure & 100% Full Refund Guarantee
If a mobile recharge, DTH top-up, utility bill payment, or digital voucher purchase fails due to technical downtime, aggregator failure, or operator service issues, the user is protected by our 100% Full Refund Guarantee with ZERO fee deductions:• Instant Wallet Credit (Default): 100% of the debited transaction amount is instantly credited back to your Rechup Pay closed-loop wallet balance, allowing you to re-attempt your payment immediately without delay.• Source Account Reversal: If you specifically request a refund back to your original payment method for a failed transaction, 100% of the amount will be reversed to your source account within 3 to 7 banking days at no extra cost.
3. Closed-Loop Wallet & Source Reversal Processing Fee
Rechup Pay operates a Closed-Loop Wallet. Wallet funds (whether added via top-up, earned via cashback, or credited via failed transaction refunds) are non-transferable and non-withdrawable to bank accounts under standard operations, designed exclusively for digital recharges and voucher purchases.• Exceptional Voluntary Top-Up Reversals: If a user mistakenly loads money into their wallet and requests a reversal to their bank account without utilizing the funds, such requests are subject to strict compliance and risk approval.• Gateway & Administrative Processing Fee: In cases where an exceptional source refund/reversal is approved for an unused wallet top-up, a standard Payment Gateway Processing & Administrative Fee of 2.0% + applicable GST (or a minimum flat fee of ₹10, whichever is higher) will be deducted from the payout to cover non-recoverable banking MDR and gateway processing expenses.
4. Strict "Original Payment Source Only" Rule
In strict compliance with the Prevention of Money Laundering Act (PMLA) and RBI digital payment guidelines, all approved source refunds will strictly and solely be reversed back to the original payment source (the exact Bank Account, UPI ID, or Card used during the initial deposit).• Under no circumstances will refunds be issued to third-party bank accounts, alternate UPI handles, cash, or unrelated accounts.
5. Cashback & Promotional Reward Clawback
If a transaction for which cashback, scratch card bonus, or promotional referral reward was credited is subsequently cancelled, refunded, or reversed, the associated reward amount will be automatically reversed and debited from your Rechup Pay wallet balance to prevent unfair reward churning.
6. Non-Refundable Scenarios
Refunds will strictly not be provided in the following circumstances:• User Input Error: Entering an incorrect mobile number, selecting an incorrect operator/circle, or choosing an unintended recharge denomination. Once delivered by the telecom network, transactions cannot be revoked.• Operator Fulfilment: Any recharge or utility payment confirmed as SUCCESSFUL by the operator with a valid Operator Reference Number (URN/UTR).• Generated Digital Vouchers: Digital brand vouchers, gift cards, or PINs that have already been generated, revealed, or redeemed.• Stale Claims: Disputes or refund requests submitted beyond 30 days from the original transaction timestamp.
7. Prevention of Fraudulent Bank Chargebacks
Rechup Pay maintains immutable digital audit trails for every order. Raising a fraudulent bank chargeback or payment gateway dispute after utilizing wallet credits or receiving successful recharge delivery ("double-dipping") constitutes a material violation of our Terms of Service.In such scenarios, Rechup Pay reserves the full right to immediately suspend or terminate the user account, apply negative ledger adjustments, and initiate formal recovery or legal reporting under applicable Indian cyber and financial laws.
8. High-Value & Escalated Transactions
For high-value transactions or cases requiring upstream banking escalations and dispute arbitrations, the comprehensive verification and settlement lifecycle may take up to 90 days. This period includes mandatory anti-fraud investigations and banking settlement reconciliations.
9. How to Request a Refund & Grievance
To raise a refund request or report a transaction discrepancy, please contact our dedicated support desk:• Email: rechup.support@bhaaratbyte.com• In-App Support: Navigate to Profile > Help & Support / Grievance RedressalPlease include your registered mobile number, Transaction Reference ID, date, exact amount, and operator details to ensure rapid resolution.
10. Final Discretion & Legal Jurisdiction
Rechup Pay reserves the right to approve or reject refund requests based on internal verification, banking logs, and operator reports. All policies, transactions, and disputes are governed by the laws of India and subject to the exclusive jurisdiction of the competent courts in Assam, India.
Corporate & Legal Entity Information
Rechup Pay is a proprietary digital platform owned and operated by Bhaaratbyte Technologies Private Limited.
Corporate Address
Bhaaratbyte Technologies Private Limited,
KOPATI TOWN, KHAJUABIL, Kopati,
Darrang – 784113, Assam, India.