Refund & Cancellation Policy
Effective Date: 1st January 2025 | Last Updated: 19th April 2026
This Refund & Cancellation Policy outlines the conditions, timelines, and procedures for refunds on transactions processed through the Payonclick platform operated by VVN MULTISERVICES INDIA Pvt. Ltd.. This policy is framed in accordance with the RBI circular on Turn Around Time (TAT) for Resolution of Customer Complaints (DPSS.CO.PD No.629/02.01.014/2019-20 dated September 20, 2019) and subsequent amendments.
1. General Principles
- Payonclick is committed to processing all transactions successfully and delivering services in real-time.
- In the event of a transaction failure where the User's wallet has been debited but the intended service was not delivered, a refund shall be initiated automatically or upon request.
- All refunds are processed as per RBI-mandated Turn Around Time (TAT) guidelines.
- The Company shall not charge any fee for processing refunds.
2. Automatic Refund Scenarios
Refunds are automatically initiated in the following scenarios:
- Transaction Timeout: When a transaction fails due to timeout at the payment gateway, bank, or service provider.
- Service Provider Rejection: When the operator/bank/biller rejects the transaction.
- Duplicate Transaction: When the system detects a duplicate debit for the same transaction.
- Technical Error: When a system or network error prevents completion of the transaction.
- Beneficiary Account Issue: When the beneficiary bank returns the DMT transaction (account closed, frozen, invalid, etc.).
Automatic refunds are credited to the User's Payonclick Wallet without requiring any manual intervention.
3. Refund Timelines (As Per RBI TAT Norms)
The following Turn Around Times apply for auto-reversal of failed transactions, measured from the date of the transaction:
| Transaction Type | Failure Scenario | Refund Timeline |
|---|---|---|
| Mobile / DTH Recharge | Failed / Rejected by operator | Instant to 24 hours |
| Bill Payment (BBPS) | Failed at biller end | T+1 Business Day |
| Bill Payment (BBPS) | Payment accepted but not updated at biller | As per BBPS TAT (T+2 to T+5) |
| DMT (IMPS) | Amount debited, beneficiary not credited | T+1 Business Day |
| DMT (NEFT) | Amount debited, beneficiary not credited | T+1 Business Day |
| DMT - Bank Return | Beneficiary bank returns funds | Within 24 hours of bank confirmation |
| AEPS Cash Withdrawal | Account debited, cash not dispensed | T+5 Business Days |
| AEPS Balance Enquiry | Failed transaction | No debit; no refund applicable |
| Micro ATM | Card debited, cash not dispensed | T+5 Business Days |
| FASTag Recharge | Failed / Rejected | T+1 Business Day |
| Wallet Load (via UPI/IMPS) | Amount debited from bank, not credited to wallet | T+1 Business Day |
| Wallet Load (via NEFT/RTGS) | Amount debited from bank, not credited to wallet | T+1 Business Day |
"T" refers to the transaction date. Business Days exclude Saturdays, Sundays, and public holidays.
4. Compensation for Delayed Refunds
As per RBI guidelines, if the refund is not processed within the prescribed TAT:
- The Company shall pay compensation at the rate of ₹100/- per day for the delay beyond the specified timeline.
- Compensation will be credited to the User's wallet automatically without the need for a claim.
- This compensation policy is in accordance with RBI circular dated September 20, 2019 on TAT for failed transactions.
5. Non-Refundable Transactions
Refunds are NOT applicable in the following scenarios:
- Successful Transactions: Transactions that have been successfully processed and confirmed by the service provider/bank.
- Incorrect Details: Transactions where the User has provided incorrect beneficiary details (wrong mobile number, wrong bank account number, wrong Aadhaar number, etc.).
- Insufficient Balance Rejections: Transactions rejected at the payment stage due to insufficient wallet balance.
- Third-Party Policy: Where refund is governed by the operator/biller/bank's own policy (e.g., postpaid bill payments, loan EMI payments).
- Fraud/Abuse: Transactions identified as fraudulent or in violation of our Terms & Conditions.
- Services Already Rendered: Where the service has been partially or fully delivered (e.g., recharge successfully applied to the mobile number).
6. Refund Method
- Primary Method: All refunds are credited to the User's Payonclick Wallet.
- Bank Refund: If the User requests a refund to their bank account (instead of wallet), the refund will be processed within 5-7 Business Days via NEFT/IMPS to the registered bank account.
- Wallet refunds are available for immediate use for subsequent transactions.
7. How to Check Refund Status
- Log in to your Payonclick dashboard.
- Navigate to Transaction History or Reports.
- Search for the transaction using the Transaction ID or date.
- The status will show as "Refunded", "Refund Pending", or "Failed".
- Wallet credit entries for refunds are tagged with the original Transaction ID for easy tracking.
8. Dispute Resolution Process
If you believe a refund has not been processed correctly or within the stipulated timeline:
Step 1: Raise a Support Ticket
- Log in to your dashboard and go to Support > Raise Ticket.
- Provide the Transaction ID, date, amount, and nature of the issue.
- Attach any supporting screenshots if available.
- You will receive a Ticket ID for tracking.
Step 2: Investigation
- Our support team will investigate the transaction with the respective bank/operator.
- Investigation is typically completed within 48 hours.
- Status updates will be provided via the ticket, SMS, and email.
Step 3: Resolution
- Upon confirmation of the failure from the service provider/bank, the refund will be processed immediately.
- If the bank/operator confirms the transaction was successful, the User will be informed with evidence (UTR number, operator reference, etc.).
Step 4: Escalation
If not satisfied with the resolution:
| Level | Contact | TAT |
|---|---|---|
| Level 1: Customer Support | Phone: +91 9992688080 | Email: contactus@payonclick.in | 24 hours |
| Level 2: Grievance Officer | Email: grievance@payonclick.in | 48 hours |
| Level 3: Nodal Officer | Email: nodal@payonclick.in | 7 Business Days |
| Level 4: Banking Ombudsman / RBI | RBI CMS Portal | As per RBI norms |
9. Cancellation Policy
- Due to the instant nature of digital financial transactions, cancellation is not possible once a transaction has been initiated and submitted for processing.
- Users must verify all details (mobile number, account number, amount, biller details) before confirming a transaction.
- If a transaction is in "Pending" state, it may be automatically reversed if the service provider does not respond within the specified timeout period.
10. Special Provisions for AEPS Transactions
- AEPS transactions involve debit from the customer's Aadhaar-linked bank account. In case of a dispute, the customer must approach their bank directly for the primary investigation.
- Payonclick will provide full cooperation and transaction logs to the customer's bank for investigation.
- Chargeback and dispute resolution for AEPS follows the NPCI AEPS dispute resolution mechanism.
11. Contact for Refund Queries
VVN MULTISERVICES INDIA Pvt. Ltd.
Email: contactus@payonclick.in
Phone: +91 9992688080
WhatsApp: +91 9992799127
Support Portal: payonclick.in > Dashboard > Support