Refund & Cancellation Policy

At Paybachat (by Shilvora Software Private Limited), we strive to provide a seamless and instant digital payment experience. However, given the nature of real-time financial routing across telecom operators, banks, and the NPCI network, technical interruptions may occasionally occur. This policy governs how we handle refunds, cancellations, and transaction disputes.

1. General Refund Principles

Because our services (Mobile Recharge, DTH, Fastag, BBPS, DMT) process transactions in real-time, successful transactions cannot be cancelled, reversed, or refunded under any circumstances. A transaction is considered successful when the operator, biller, or bank provides a "Success" status to our API.

2. Failed Transactions (Automatic Refunds)

If a transaction fails due to server downtime, network timeout, or operator issues, but the amount has been deducted from your Paybachat wallet, the following applies:

• Recharge & Utility Bills (BBPS): The deducted amount will be automatically credited back to your Paybachat Merchant Wallet within 1 to 24 hours.
• Domestic Money Transfer (DMT): If the beneficiary bank rejects the transaction, the amount will be refunded to your wallet automatically. Depending on bank reconciliation, this may take up to 3 to 7 working days (T+3 to T+7).

3. Wrong Number / Incorrect Details

Paybachat is not responsible for transactions made to incorrect accounts. If a merchant or customer inputs an incorrect Mobile Number, DTH Subscriber ID, FASTag Number, or Bank Account Number, and the transaction is successfully processed by the operator or bank:

• The transaction is considered final.
• No refunds or reversals will be provided by Paybachat.
• The merchant is solely responsible for verifying the details with the customer before initiating the payment.

4. Aadhaar Enabled Payment System (AEPS) Disputes

For AEPS cash withdrawals, if a customer's bank account is debited but the Paybachat merchant terminal shows the transaction as "Failed" or "Pending":

• The merchant must not hand over the physical cash to the customer.
• The debited amount will be auto-reversed by the customer's bank to the customer's bank account, strictly following RBI and NPCI guidelines.
• This reversal process usually takes 3 to 7 working days depending on the customer's issuing bank. Paybachat cannot expedite this process as it is controlled by the customer's bank.

5. Wallet Top-Up Cancellations

If a merchant adds funds to their Paybachat wallet via Payment Gateway (UPI, Net Banking, Debit/Credit Card) and wishes to cancel the load:

Wallet balances are meant exclusively for conducting business on our platform. Once loaded, funds cannot be withdrawn back to the merchant's bank account directly. However, in extreme cases of business termination, the merchant may raise a written request. After deducting applicable processing fees and conducting a security audit, the balance may be refunded within 15-20 working days.

6. Dispute Resolution Process

If a transaction is marked "Pending" for more than 24 hours, or if you have not received an automatic refund for a failed transaction, you must raise a dispute:

1. Log in to your Paybachat Merchant Dashboard.
2. Navigate to the Transaction Report section.
3. Click on the specific transaction and click "Raise Dispute / Complaint."
4. Our backend team will manually check the status with the respective operator/bank and provide a final resolution within 48 to 72 hours.