Refund Policy

At TpiPay Financial Technology Private Limited ("TpiPay", "we", "our", or "us"), we are committed to providing a seamless and secure payment experience. This Refund Policy outlines the conditions under which refunds are processed for transactions made through the TpiPay Platform, including our website, mobile application, and associated services.

By using TpiPay Services, you agree to this Refund Policy in conjunction with our Terms and Conditions and Privacy Policy.

1. General Refund Principles

TpiPay acts as a payment intermediary facilitating transactions between users and merchants/service providers. The nature and eligibility of a refund depends on the type of transaction and the policies of the merchant or service provider involved.

• Refunds for successful transactions are subject to the refund policy of the respective merchant or service provider.
• Refunds for failed or erroneously debited transactions are processed by TpiPay as per applicable RBI guidelines and internal policies.
• All refunds are credited back to the original source of payment (bank account, TpiPay Wallet, or card) unless specified otherwise.

2. Failed Transactions

A transaction is considered "failed" when the payment is debited from your account but not received by the merchant or service provider. In such cases:

• TpiPay will initiate an automatic reversal of the debited amount to the source account within 5–7 business days.
• In case of delay, users may raise a dispute through the TpiPay App under the "Help & Support" section or contact our customer support team.
• If the amount is not automatically reversed within 7 business days, TpiPay will investigate and process the refund within 5 additional business days upon verification.

3. Erroneously Debited Transactions

If you believe an amount has been incorrectly debited from your account due to a technical error on TpiPay's part:

• You must report the issue within 30 days of the transaction date.
• TpiPay will investigate the claim and, if validated, process the refund within 7–10 business days.
• Supporting documentation (such as bank statements or transaction screenshots) may be requested to facilitate the investigation.

4. Merchant Refunds

If you have purchased a product or service from a merchant through TpiPay and wish to seek a refund:

• The refund request must be raised directly with the merchant as per their return and refund policy.
• Once the merchant approves the refund, TpiPay will process the credit within 3–7 business days to the original payment source.
• TpiPay is not responsible for merchant refusal to process refunds. Any disputes regarding merchant refunds should be resolved directly with the merchant.
• Platform fee or convenience fee charged by TpiPay for processing the original transaction is non-refundable.

5. Recharge and Bill Payments

For recharge (mobile, DTH, etc.) and utility bill payment transactions:

• Refunds for failed recharges or bill payments are automatically processed to the TpiPay Wallet or source account within 24–72 hours.
• Once a recharge or bill payment is successfully processed by the service provider, it cannot be cancelled or refunded.
• In case of partial success or incorrect recharge, you may contact TpiPay Support with the transaction ID for assistance.

6. UPI and Wallet Transactions

6.1 UPI Transactions

• For failed UPI transactions, the refund is automatically initiated by the banking system and may reflect in your account within 3–5 business days.
• For disputes related to UPI transactions, TpiPay will assist in raising a complaint with the concerned bank or NPCI as required.

6.2 TpiPay Wallet

• Amounts credited to the TpiPay Wallet as a refund can be used for future transactions on the TpiPay Platform.
• Wallet balance refunds to bank accounts are subject to KYC verification and applicable limits as per RBI guidelines.
• Any bonus, cashback, or promotional credits added to the TpiPay Wallet are non-refundable and non-transferable.

7. Non-Refundable Transactions

The following transactions are generally non-refundable:

• Platform fee, processing fee, or convenience charges levied by TpiPay.
• Cashback, rewards, or promotional credits applied to a transaction.
• Successfully completed recharges, bill payments, or services confirmed by the service provider.
• Transactions that violate TpiPay's Terms and Conditions or are flagged as fraudulent.
• Fund transfers that have been accepted by the recipient.

8. Refund Timeline Summary

The following table provides a general overview of refund timelines:

• Failed Transaction (Auto-Reversal): 5–7 business days
• Erroneous Debit (Verified): 7–10 business days
• Merchant Approved Refund: 3–7 business days
• Failed Recharge/Bill Payment: 24–72 hours
• Failed UPI Transaction: 3–5 business days

Note: Timelines are indicative and may vary depending on the originating bank, payment network, or merchant. Business days exclude public holidays and weekends.

9. How to Request a Refund

To initiate a refund request, you may:

• In-App: Go to Transaction History → Select the transaction → Tap Report an Issue or Raise a Dispute.
• Email: Write to us at support@tpipay.ai with your transaction ID, registered mobile number, and a brief description of the issue.
• Phone: Call our customer support at +91 9040888400 during business hours (Monday to Saturday, 10:00 AM – 7:00 PM IST).

Please keep the following information ready when raising a refund request:

• Transaction ID / Reference Number
• Date and Amount of Transaction
• Registered Mobile Number / Email ID
• Bank Statement or Screenshot (if applicable)

10. Dispute Resolution

If your refund request is rejected or you are not satisfied with the resolution provided:

• You may escalate the matter to our Grievance Officer at nodalteam@tpipay.ai.
• You may also raise a complaint with the Reserve Bank of India's Ombudsman Scheme for Digital Transactions, as applicable.
• TpiPay will endeavour to resolve all disputes within 30 days of receipt of the complaint.

11. Chargebacks

In the event you initiate a chargeback through your bank or card issuer for a transaction made via TpiPay:

• TpiPay reserves the right to suspend or terminate your TpiPay Account pending investigation.
• If the chargeback is found to be fraudulent or raised without valid grounds, TpiPay may take legal action as permitted under applicable law.
• TpiPay will cooperate with your bank and provide relevant transaction details during the chargeback investigation process.

12. Changes to This Policy

TpiPay reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on the TpiPay Platform. We encourage you to review this policy periodically. Your continued use of TpiPay Services after any changes constitutes your acceptance of the revised policy.

13. Contact Us

For any refund-related queries or assistance, please reach out to us:

TpiPay Financial Technology Private Limited
Plot No-1367/3053, 644/1188, Laxmisagar (Khorla), Khurda,
Bhubaneswar, Orissa, India – 751006
Email: support@tpipay.ai
Phone: +91 9040888400
Support Hours: Monday to Saturday, 10:00 AM – 7:00 PM (IST)