Refund & Cancellation Policy

Aakhri badlaav: 29 September 2026

1. Yeh policy kis par laagu hai

Ye policy GR Recharge par kiye gaye recharge (mobile prepaid, DTH) aur wallet me paisa daalne (add money) par laagu hai. Ye B2B seva hai, isliye "refund" ka matlab hai aapke wallet me paisa wapas — bank me wapas nahi (uske niyam neeche point 6 me hain).

2. Recharge fail ho gaya

Teen halat hoti hain:

• Turant fail (Failed) — API partner ne saaf mana kar diya. System usi waqt poora paisa wallet me daal deta hai, aur commission bhi wapas le leta hai. Wallet Statement me ye entry "Refund" ke naam se dikhegi.
• Pending / Process me — operator ne abhi haan-na kuch nahi kaha. Aisa recharge apne aap jaancha jata rehta hai. Nateeja aane par: safal = kuch nahi badlega, fail = paisa turant wapas. Aam taur par ye kuch minute me ho jata hai, par operator ki taraf se deri ho to 24 se 48 ghante bhi lag sakte hain (operator ka niyam, hamare haath me nahi).
• Pehle safal dikha, baad me operator ne wapas kiya — aisa bahut kam hota hai. Tab bhi paisa aapke wallet me wapas daal diya jata hai.

Har refund ki entry aapke Wallet Statement me rehti hai — kis order ka refund hai, yeh bhi likha hota hai. Receipt (PDF) bhi Recharge History se kabhi bhi nikal sakte hain.

3. Galat number / galat DTH ID par recharge

Recharge operator ke paas turant chala jata hai. Galat number par safal recharge wapas nahi ho sakta — na hum, na operator use wapas la sakte hain. Isliye Send dabane se pehle number aur amount do baar dekh lein.

Phir bhi, hum aapki madad karte hain: ticket banayein, hum API partner ke through operator tak aapki baat pahunchate hain. Par safalta ka vaada nahi kar sakte, aur is halat me refund hamari zimmedari nahi hai.

4. Galat plan / galat amount

Amount aapne chuna hai, isliye "galat plan" ka refund bhi nahi hota. Operator ne amount lagakar plan de diya to lenden poora maana jayega.

5. Add money (wallet me paisa daalna) fail ho gaya

• Paisa bank se kat gaya par wallet me nahi aaya — to system payment gateway se apne aap milaan (reconcile) karta hai aur paisa wallet me daal deta hai. Aam taur par kuch minute, bank ki deri ho to 24 ghante tak.
• 24 ghante me bhi na aaye to ticket banayein aur UTR / reference number zaroor likhein. Hum gateway se milaan karke 2 kaam ke din me hal karte hain.
• Payment bilkul fail hua ho to paisa aapke bank / UPI se hi wapas aayega, bank ke apne samay me (aam taur par 5-7 kaam ke din). Ispar hamara koi control nahi hota.

6. Wallet ka paisa bank me wapas lena

Wallet ka balance recharge karne ke liye hai, isliye aam taur par bank me wapas nahi hota. Account band karna ho ya koi khaas wajah ho, to admin se baat karein — jaanch ke baad, payment gateway / bank ka charge kaat kar, bacha hua paisa lautaya ja sakta hai. Iske liye KYC poori honi chahiye aur bank account aapke hi naam ka hona chahiye.

7. Commission ka kya hota hai

Recharge fail ya wapas hone par us par mila commission bhi wapas le liya jata hai — aapse, aur aapke upar wale distributor / master se bhi. Ye apne aap hota hai.

8. Vivaad — kitne din me likhein

• Recharge se judi shikayat: 7 din ke andar. Recharge History > order kholein > "Complaint karein" — ye seedha API partner tak jaati hai.
• Wallet / commission ki shikayat: 7 din ke andar Help & Support se ticket.
• Shikayat me order ID / UTR aur tareekh zaroor likhein.
• Hum aam taur par 2 kaam ke din me pehla jawab dete hain. Operator se poochhna pada to 7 se 15 din lag sakte hain (operator ka samay).
• Itne din baad aayi shikayat par operator ka record hi nahi milta, isliye hal nahi nikal pata.

9. Koi "service charge" nahi

Refund par hum apni taraf se koi kaat-kasar nahi karte — jitna kata tha, utna hi wapas. Sirf point 6 (bank me wapas lena) me gateway / bank ka asli charge katta hai.

10. Shikayat ka agla darwaza

Hal na mile to Grievance Cell me likhein. Hum 48 ghante me shikayat mil jaane ki khabar dete hain aur 15 din ke andar hal karne ki koshish karte hain.