Cancellation & Refund Policy

1. General Overview & Digital Fulfillment

Rebipay provides digital services including prepaid mobile recharge, DTH subscription renewals, utility bill payments (electricity, water, gas, broadband, FASTag), and B2B API integrations. Because digital recharge and bill settlement requests are submitted to telecom operators and biller utilities for instant, automated execution, transactions processed successfully cannot be cancelled, modified, or recalled once fulfilled.

2. Mobile, DTH & Data Recharges

• Successful Transactions: All successful prepaid mobile, DTH, and data plan recharges are final, instantaneous, and non-refundable.
• Incorrect Input by User: The user is solely responsible for ensuring the accuracy of the recipient mobile number, DTH subscriber ID, operator selection, circle, and plan amount before confirming payment. Rebipay cannot reverse or refund recharge payments delivered to an unintended number or account due to customer error.

3. Failed & Incomplete Transactions

A transaction is deemed "Failed" when money has been deducted from your bank account, credit/debit card, UPI, or Rebipay wallet, but the operator/biller confirms that the service could not be delivered.

• Rebipay Wallet Deductions: If the transaction fails while using your Rebipay Wallet, the entire deducted amount is automatically credited back to your Rebipay Wallet instantly or within 15 minutes.
• UPI / Net Banking / Card Payments: In cases where bank deductions occur but the transaction fails at our gateway or operator end, our automated reconciliation engine initiates a refund to the original payment source within 24 to 48 hours.
• Bank Processing Window: Depending on your issuing bank or payment gateway provider, the refunded funds typically reflect in your account within 3 to 7 working days.

4. Pending / Processing Transactions

Occasionally, due to upstream banking gateway delays or operator server latency, a transaction status may remain "Pending" or "Under Process".

• We continuously poll the operator/biller gateway for final status updates.
• If the operator confirms success, the transaction is marked complete and delivered.
• If the operator rejects or times out the request (usually within 24 hours), the transaction is automatically classified as Failed and a full refund is processed immediately to your wallet or source account.

5. Utility Bill Payments (BBPS)

Utility bill payments submitted via the Bharat Bill Payment System (BBPS) or direct biller integrations are routed directly to government, municipal, and private utility service providers.

• Once a bill payment is accepted and acknowledged by the biller, the transaction is irrevocable and cannot be cancelled or refunded by Rebipay.
• In the event of duplicate bill payments or billing discrepancies created by the utility board, customers are advised to contact the respective utility provider with their Rebipay Transaction ID and BBPS Reference Number.

6. B2B Merchant & API Services

• One-Time Setup / Integration Fees: One-time onboarding or API portal setup charges, where applicable, are non-refundable once developer access or API credentials have been issued.
• Wallet Balances: Retailers and distributors maintain pre-funded working capital in their business wallets. Wallet balances are non-interest-bearing and intended for settlement of consumer services. Merchant payouts or balance withdrawals are subject to standard KYC compliance and banking clearance.

7. Cancellation Requests

Due to the automated real-time nature of electronic recharges and payment settlements, cancellation requests cannot be entertained once the payment dispatch signal has been sent to the network operator. If you suspect an unauthorized transaction made from your account, please notify our grievance officer immediately to block the account and initiate fraud investigation protocols.

8. Dispute Redressal & Support Channels

If you have experienced a failed transaction where the refund has not reflected within the stipulated timeframe, please reach out to our dedicated support team with your Order ID, Transaction Date, Mobile Number/Biller ID, and Amount:

• Customer Support Email: info@rebipay.com
• Entity: Shake Hand Services Private Limited
• Registered Office: Villa No. 19, Saffron Villas, Phase-1, Near Amaraa Farma, Sarsawan, Arjunganj, Lucknow, Uttar Pradesh – 226002, India

We are committed to fair, transparent grievance resolution and aim to resolve all billing inquiries within 24 to 48 business hours.