Cancellation & Refund Policy

Paybazaar Technologies Private Limited ("PayBazaar") provides a digital platform through which registered merchants offer financial services — including AEPS banking, domestic money transfer (DMT), bill payments (BBPS), mobile recharge, and Micro ATM — to end customers across India.

Given the instantaneous, real-time nature of these digital financial services, most transactions are processed and completed within seconds of initiation. Accordingly, cancellations and refunds are governed by strict conditions as described in this policy.

• All transactions conducted by registered PayBazaar merchants on the Platform.
• Wallet recharges and balance top-ups made by merchants.
• Commissions earned or reversed in connection with transactions.

Understanding the nature of each service helps determine cancellation and refund eligibility:

Due to the real-time processing nature of digital financial services, cancellations are generally not possible once a transaction has been initiated.

3.1 When Cancellation is NOT Possible

• Any AEPS transaction once the customer's biometric has been authenticated.
• Any DMT transfer once submitted and forwarded to the beneficiary bank.
• Mobile recharges that have been successfully processed and applied to the operator.
• Bill payments confirmed by the BBPS system.
• Any transaction where a success confirmation has been received.

3.2 When Cancellation May Be Possible

• Wallet top-ups that are in a pending state and have not yet been credited.
• Transactions stuck in "pending" status for more than 2 hours.
• Duplicate transactions initiated within the same session for the same beneficiary.

A refund may be initiated by PayBazaar in the following circumstances where a transaction has failed or resulted in an erroneous deduction:

4.1 Automatically Eligible for Refund

• Failed Transactions: Wallet was debited but transaction was not completed (network failure, bank downtime).
• Duplicate Deductions: Wallet debited twice for the same transaction due to a technical error.
• Failed Wallet Top-Up: Amount debited from bank but not credited to PayBazaar wallet.
• DMT Return: Transfer returned by beneficiary bank due to invalid account or closure.
• mATM Debit Without Dispensing: Customer account debited but cash not dispensed.

4.2 Eligible on Verification

• Transactions stuck in "pending" for more than 4 business hours.
• Incorrect amount debited due to a platform-side technical error (subject to investigation).
• Transactions processed during verified system outages notified by PayBazaar.

The following transactions and charges are strictly non-refundable under any circumstances:

• Successful Mobile Recharges — Once successfully applied to an operator's network, it cannot be reversed or refunded.
• Confirmed Bill Payments — Utility payments confirmed by BBPS are non-refundable even if incorrect details were entered.
• Successful AEPS Withdrawals — Cash dispensed to a customer cannot be reversed after biometric authentication.
• Successful DMT Transfers — Funds credited to beneficiary's account cannot be recalled unless the bank initiates a return.
• Service Charges & Platform Fees — Any applicable platform or processing fees deducted are non-refundable.
• Merchant Error Transactions — Wrong mobile number, account number, or bill reference entered by the merchant.
• Commissions Already Earned — Commissions credited for successfully completed transactions are non-refundable.

Follow these steps to raise a refund or dispute for an eligible transaction:

The following timelines apply once a refund has been approved by PayBazaar:

All timelines begin from the date of refund approval. Bank working days exclude Saturdays, Sundays and public holidays.

PayBazaar merchants maintain a pre-loaded wallet balance used to process customer transactions. The following rules apply:

• Wallet balance is non-transferable and can only be used for processing transactions on PayBazaar.
• On account closure, unused wallet balance (after deducting any dues or penalties) will be refunded within 7–14 working days.
• Wallet top-ups that fail to credit will be automatically reversed within 5–7 working days.
• Failed transaction amounts are credited back to your wallet automatically within 2 hours.

Commissions earned by merchants are credited upon successful completion of transactions. However, the following may result in reversal:

• Commissions on transactions found to be fraudulent or disputed will be reversed without notice.
• Commissions on returned DMT transfers where funds are returned by the beneficiary bank.
• Commissions credited due to a system error or technical glitch will be reversed upon detection.
• For suspended/terminated accounts, pending commissions may be forfeited.

PayBazaar is committed to resolving all transaction disputes fairly and promptly. Our process follows these principles:

• All disputes must be raised within 24 hours of the transaction in question.
• Disputes raised after 24 hours will be considered on a case-by-case basis.
• PayBazaar will acknowledge all dispute requests within 4–6 business hours.
• Investigations are conducted with banking partners, NPCI and other relevant parties.
• Most disputes are resolved within 3–7 working days. Complex cases may take up to 30 days.
• PayBazaar's decision on disputes after investigation shall be considered final and binding.

PayBazaar takes a strict stance against fraudulent transactions and chargebacks:

• Merchants found processing fraudulent transactions will have their account immediately suspended and wallet frozen.
• Chargebacks raised by customers may result in the equivalent amount being deducted from the merchant's wallet.
• Merchants are responsible for maintaining records of customer consent and biometric authentication for AEPS.
• Losses from fraudulent activity by the merchant will be recovered from the merchant including through legal action.
• PayBazaar cooperates fully with law enforcement agencies in cases of financial fraud or cyber crime.

For any refund requests, cancellation queries or transaction disputes, please contact our support team. Always include your Transaction ID and registered mobile number: