Refund & Cancellation Policy

Effective Date: December 10, 2025 | Version: 2.5

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1. General Terms of Refund

Paysaral (hereinafter referred to as "The Company") operates as a B2B/B2C fintech platform. Due to the digital nature of our services, strict refund policies apply. By using our portal, you acknowledge that:

• All transactions are processed in real-time via API integration with National & International operators.
• Refunds are only applicable if the service was NOT delivered but money was deducted.
• User error (entering wrong number, wrong amount, wrong bank account) is NOT a valid ground for a refund request.

2. Telecom & DTH Recharge Policy

For prepaid mobile and DTH recharge services:

• Successful Transaction: If the Operator ID is generated, the recharge is deemed successful. No refund can be processed even if the user claims non-receipt of benefits (User must contact the Operator directly).
• Failed Transaction: If the transaction fails at our server or operator end, the amount will be reversed to the Retailer Wallet instantly.
• Pending Transaction: In cases where status is "Pending", the final status (Success/Fail) will be updated within 24 hours. The user must wait for this period before raising a dispute.

3. Domestic Money Transfer (DMT) Rules

Money Transfer services utilize IMPS/NEFT channels:

• Beneficiary Validation: We highly recommend using the "Account Validation" feature before sending money. Paysaral is not liable for funds transferred to an incorrect beneficiary added by the retailer.
• Bank Downtime: If money is debited but not credited to the beneficiary due to bank server issues, the refund will be processed automatically within T+2 bank working days.
• Transaction Fees: In case of a refund for a failed transaction, the principal amount is returned. However, the surcharge/fee levied by the banking partner may not be refundable in certain scenarios.

4. AEPS & Micro ATM Settlements

Aadhaar Enabled Payment System (AEPS) transactions are governed by NPCI:

• Deemed Approved / T+5 Cases: If a customer's account is debited but the transaction fails on the Paysaral portal, the amount is held by the customer's base bank. As per NPCI guidelines, this amount is auto-refunded to the customer's bank account within 3 to 7 working days. Retailers must communicate this to the customer.
• Wallet Settlement: Once money is moved from the AEPS Wallet to the Main Wallet or Bank Account (Move-to-Bank), it cannot be reversed.

5. BBPS (Bill Payment) Disputes

Bharat Bill Payment System (Electricity, Water, Gas, Fastag):

• Processing Time: Bill payments may take up to 3 working days to reflect on the Biller's portal. Users are advised to pay bills at least 3 days before the due date. Paysaral is not responsible for late fees charged by the biller.
• Double Payment: If a bill is paid twice for the same consumer number, a refund is subject to the Biller's approval and may take 15-30 days.

6. PAN Card & Government Services

• Token Generation: Once a PAN Card coupon or token is generated, the fee is non-refundable.
• Application Rejection: If a PAN application is rejected by NSDL/UTI due to document mismatch, the processing fee is forfeited. Only the coupon may be reused within a specific timeframe as per NSDL norms.

7. Hardware & Device Warranty Policy

For biometric devices (Mantra/Morpho), Micro ATMs, and Printers purchased from Paysaral:

• Dead on Arrival (DOA): If a device is non-functional upon delivery, it will be replaced free of cost if reported within 48 hours. Video proof of unboxing may be required.
• Warranty Claims: All hardware carries a 1-Year Manufacturer Warranty. After the return window (7 days), the user must visit the nearest service center of the respective brand (e.g., Mantra Servicing Center) for repairs. Paysaral does not provide in-house repair services.
• No Return Policy: Functional devices cannot be returned for a refund simply because the user "changed their mind" or "does not need it anymore".

8. Subscription & ID Cancellation

Membership fees (Retailer/Distributor/Super Distributor) are for the license to use our software platform.

• Non-Refundable: Registration fees, onboarding charges, and software upgrade fees are 100% non-refundable once the User ID is active.
• Termination: You may choose to stop using our services at any time. However, no residual wallet balance below ₹100 will be refunded to a bank account upon closure.

9. Chargebacks & Penalty Clauses

Definition: A chargeback occurs when a customer disputes a transaction with their bank. If a Retailer is found to be involved in fraudulent chargebacks:

• The disputed amount will be immediately frozen or deducted from the Retailer's wallet.
• A penalty of ₹500 + GST per chargeback will be levied.
• Paysaral reserves the right to take legal action under the IPC (Indian Penal Code) for financial fraud.

10. Force Majeure (Uncontrollable Events)

Paysaral shall not be liable for any failure to perform its obligations where such failure is a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane, or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, or confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, lockout, or interruption or failure of electricity or telephone service.

11. Grievance Redressal (Escalation Matrix)

We follow a 3-tier escalation matrix for resolving refund disputes:

12. Policy Updates & Modifications

Paysaral reserves the right to modify, amend, or update this Refund & Cancellation Policy at any time without prior individual notice to the user. Any changes will be effective immediately upon posting on this website. Retailers and Users are strictly advised to review this policy page periodically to stay informed about their rights and responsibilities.

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By creating an account on Paysaral, you acknowledge that you have read, understood, and agree to this Refund & Cancellation Policy.