This Refunds and Cancellations Policy ("Policy") applies to all transactions on NedPay (nedpay.in) — Simplified Bill Payments, Seamless Recharge Services, Automated Wage Settlements and Secure E-commerce Payment Settlements. It must be read with our Terms and Conditions and Privacy Policy.
All refunds under this Policy are credited to your NedPay balance only, not to any bank account or original payment instrument, except where the law expressly requires otherwise.
1. Cancellation Rules
Whether a transaction can be cancelled depends on its status on your dashboard:
- Before submission to bank / operator: transactions still showing as "Initiated" or "Queued" may be cancelled from your dashboard or by contacting support before we forward them. Debits for such cancelled items are reversed in full, excluding any non-refundable processing fee already disclosed.
- After submission (Pending / In-progress / Submitted to bank): bill payments, recharges, wage settlements and e-commerce settlements cannot be cancelled once forwarded to our banking partner, bank system or operator. You must wait for the final status — do not re-initiate a pending transaction.
- Successful transactions: transactions confirmed as "Success" with a bank reference / operator transaction ID cannot be cancelled or reversed at your request. Any recovery (e.g. wrong details credited) will be attempted only on a best-effort basis under Section 5.
2. When Refunds Apply — Indicative Timelines
Refunds are issued automatically to your NedPay balance when our partner confirms failure. Timelines below follow the Reserve Bank of India's Harmonisation of Turn Around Time (TAT) framework of 20.09.2019 and bank settlement cycles; actual credit depends on partner confirmation:
| Scenario | Refund treatment | Indicative timeline |
|---|
| Failed settlement / recharge / bill payment (debited, credit failed) | Full transaction amount to NedPay balance | Auto-reversal, normally within T+1 working day and not later than T+5 days from transaction date |
| Pending transaction awaiting bank confirmation | No refund until final status; auto-refund only if bank confirms failure / reversal | Minutes to T+5 days; do not re-initiate meanwhile |
| Failed recharge / bill payment | Full amount to NedPay balance | Normally same day to T+2 working days |
| Successful transaction wrongly shown / duplicate debit | Excess amount to balance after reconciliation | Within 5 working days of confirmation |
| Reversed / returned by bank (REVERSED status) | Amount returned to balance, net of non-refundable fees | On receipt of reversal from bank, normally within T+5 days |
If credit is not received within the above timelines, raise a ticket from your dashboard with transaction reference, date, amount and status screenshot. Compensation for delayed reversal, if payable under RBI's TAT framework (Rs. 100 per day beyond TAT), will be passed on to you to the extent received by us from the concerned bank / partner.
3. Fees, Charges, GST and Commissions
- Service charges, convenience fees and taxes (including GST) applied on a transaction are non-refundable, including for failed, disputed or reversed transactions, unless expressly stated otherwise or required by law.
- GST invoices, where issued, are adjusted through credit notes as per the Central GST Act, 2017; cash refund of GST is not available on balance-model transactions.
- Commissions or cashbacks already credited on a transaction that later fails, reverses or is found fraudulent will be debited / reversed from your balance.
4. Disputed Transactions and Chargebacks
- If you dispute a transaction, raise a ticket within 2 working days of the transaction date with full details and supporting documents (dashboard screenshot, payment proof, bank statement, customer authorisation where applicable).
- We will take up the dispute with the concerned bank / payment partner / card network / operator. Final outcome depends on network rules and partner decision and is binding for refund purposes.
- If you fail to respond to our queries or to provide acceptable documentation within the timelines required by the partner / network / issuing institution, we reserve the right to close the dispute and to recover any provisional refund from your future balance credits.
- Chargebacks or penalties levied on us by banks / networks due to your transactions will be debited to your balance along with handling costs.
5. Wrong Payment Details Provided by You
- You are solely responsible for the vendor, employee, merchant and payment details you provide, including mobile number and operator selection. Transactions executed on details provided by you are deemed authorised.
- If funds are credited to a wrong account due to your error, we will provide the bank reference and a confirmation letter on request to help you approach the bank. Actual recovery depends on the recipient's consent and bank process and is not guaranteed.
6. Responsibility and Indemnity
- The responsibility for managing refunds to your own customers / employees / vendors rests solely with you. NedPay's obligation is limited to balance refunds as per this Policy.
- We are not liable for claims, disputes or penalties arising between you and your customers / employees / vendors, nor for losses due to incorrect details, bank downtime, regulatory holds or force majeure.
- You agree to indemnify NedPay against any claims, disputes, penalties, costs and expenses arising directly or indirectly from your refund / dispute claims, chargebacks or violation of this Policy.
7. How to Request Cancellation or Refund
- Dashboard: Tickets / Support section — select transaction, attach reference ID, bank reference (if any) and description.
- Email: info@nedpay.in (from your registered email) with subject "Refund — [Ref ID]".
- Phone: 9807593999 for urgent pending-transaction guidance.
- We aim to acknowledge within 48 hours and resolve within 5–7 working days for balance refunds, and within 30 days for bank-dependent disputes, in line with the Consumer Protection Act, 2019 and RBI complaint timelines.
8. Governing Law and Contact
This Policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Information Technology Act, 2000 and applicable RBI directions. Disputes are subject to the exclusive jurisdiction of the courts at Coimbatore, Tamil Nadu.
- Email: info@nedpay.in
- Phone: 9807593999
- Address: No 6/50, R.N Puram, Tirupur, Karukkampalayam, Avanashi, Coimbatore - 641654
Our Data Retention Policy explains how long transaction and dispute records are preserved for audit and legal purposes.