1. Overview
At RupyaSetu, we strive to ensure every transaction is processed smoothly. This policy outlines the circumstances under which refunds are provided, how cancellations are handled, and the process for requesting a refund.
2. Refund Eligibility
Refunds are applicable only in cases where a transaction has failed or was not processed correctly, and the amount has been deducted from your wallet or bank account.
2.1 Eligible for Refund
- Failed Mobile Recharge: If a recharge payment was deducted but the recharge was not applied to the target mobile number
- Failed DTH Recharge: If the DTH recharge amount was deducted but the recharge was not applied to the target DTH account
- Failed AEPS Transaction: If an AEPS withdrawal amount was deducted from the customer's bank account but cash was not dispensed, or the transaction was flagged as failed by the banking network
- Duplicate Transaction: If the same transaction was processed twice due to a system error
- Wallet Recharge Discrepancy: If a UPI payment was successfully made but the wallet was not credited after admin approval
2.2 Not Eligible for Refund
- Successful recharges — once a recharge is confirmed by the operator, it cannot be reversed
- Incorrect mobile number, DTH account, or bank details provided by the user
- Transactions that fail due to insufficient wallet balance (no amount is deducted)
- Commissions earned and credited to the wallet
- Wallet recharge requests that are rejected by the admin (no deduction occurs)
- Service charges or convenience fees, if applicable
3. Refund Timeline
| Transaction Type | Refund Timeline | Refund Method |
|---|
| Failed Mobile Recharge | 3-5 business days | Vendor Wallet Credit |
| Failed DTH Recharge | 3-5 business days | Vendor Wallet Credit |
| Failed AEPS Transaction | 5-7 business days | Customer's Bank Account (via banking network) |
| Duplicate Transaction | 3-5 business days | Vendor Wallet Credit |
| Wallet Credit Issue | 1-2 business days | Vendor Wallet Credit (after verification) |
Note: For AEPS-related refunds, the timeline depends on the customer's bank and the NPCI dispute resolution process, which may take up to 7 business days.
4. Cancellation Policy
4.1 Transaction Cancellation
Due to the instant nature of recharge and AEPS services, transactions cannot be cancelled once initiated. Please verify all details (mobile number, operator, amount, Aadhaar number) before confirming a transaction.
4.2 Wallet Recharge Cancellation
Wallet recharge requests (via UPI) that are pending admin approval can be cancelled by contacting support before approval. Once a wallet recharge is approved by the admin, it cannot be reversed.
4.3 Account Cancellation
You may request to close your account at any time. Upon account closure:
- Any remaining wallet balance will be refunded to your registered bank account within 15 business days
- Pending transactions will be processed or refunded before account closure
- Transaction records will be retained as per our Privacy Policy data retention requirements
5. How to Request a Refund
- Check Transaction Status: First, check your transaction history in the app to confirm the transaction has failed
- Contact Support: Email us at support@rupyasetu.com with the following details:
- Your registered phone number
- Transaction ID or reference number
- Date and time of the transaction
- Amount involved
- Screenshot of the failed transaction (if available)
- Verification: Our team will verify the transaction with our API partner and banking network
- Resolution: Once verified, the refund will be processed within the timelines mentioned above
6. Dispute Resolution
If you are not satisfied with the refund resolution, you may escalate the matter:
- Email your concern to support@rupyasetu.com with "ESCALATION" in the subject line
- Our senior team will review and respond within 48 hours
- If still unresolved, you may pursue dispute resolution as outlined in our Terms and Conditions
7. Contact for Refund Queries
For any questions regarding refunds or cancellations, reach out to us: