Refund Policy

Refunds are reversal transactions wherein complete or partial money is moved back to the customer’s source account (account from which actual payment was made). A refund can only be created for a successful or settled transaction. The use case for a refund arises in the following scenarios:

• Customer-initiated refund (returns/cancellation):Customer has changed their mind about the consumption of the product pre/post order delivery.
• Merchant-initiated refund: Refund can be initiated by the merchant in the following scenarios:
  • Product/service is out of stock.
  • Merchant works on a prepaid model where the initial amount was higher than the final billed amount (prepaid service model).
  • Mismatch in transaction status between payment gateways (e.g., Paytm, Razorpay, PayU) and merchant systems.

Refund requests typically take 7-14 business days to reflect in the customer’s account, depending on the bank used for payment. If the customer spent 30% of the credit but wants back the remaining 70%, we will refund that 70% amount within 2 to 3 working days for direct account transfers. Payments made using payment gateways may take 7 to 160 working days.

For example, if a customer buys 1 Lakh SMS Credit for ₹14,160 including 18% GST (₹2,160 for GST), the refund will be processed from ₹12,000. In case of a company-side mistake, we will refund 100%. If the mistake is on the customer’s side, 20% of the net payment will be deducted. Note that GST amounts are non-refundable as they are filed for the next month’s input.

• Non-refundable GST: GST amounts are non-refundable as they are filed for the next month’s input.
• Customer-Side Error: In case of customer-side mistakes, a 20% deduction will be applied to the net payment.
• Company-Side Error: If the error is on our end, a 100% refund will be provided.