Legal · Refunds

Refund Policy

How failed, pending, and disputed agent transactions are reversed and settled.

Zepay Money Agent com.zepay.money.app neo.zepay.money

Zepay Money Agent Android App (com.zepay.money.app)
Effective date: [EFFECTIVE DATE]  |  Last updated: [LAST UPDATED DATE]

This Refund & Cancellation Policy explains how failed, pending, and disputed transactions are handled for the Zepay Money Agent app and https://neo.zepay.money, operated by [COMPANY LEGAL NAME].

Support: [SUPPORT EMAIL] · [SUPPORT PHONE]
Address: [REGISTERED ADDRESS]

1. General principle

Refunds and reversals follow operator / bank / NPCI / partner settlement rules. Amounts are credited back to the same wallet or source account only after upstream confirmation. We do not control all settlement timelines of banks and payment networks.

2. Failed or pending payment transactions

  • AEPS, MATM, DMT, payout, BBPS, recharge, DTH: If a transaction shows failed / pending and your wallet or source is debited without successful service delivery, reconciliation is performed as per partner TAT.
  • Where the originating account is debited but value is not settled due to network or switch issues, automated or manual reversal is typically completed within about T+3 operational days after partner confirmation (timelines may vary by rail).
  • Approved refunds credit the same wallet or source account used for the debit.

3. How to raise a dispute

  1. Open the in-app Complaints / support module (preferred), or email [SUPPORT EMAIL].
  2. Share: transaction ID / UTR, date-time, amount, service type, registered mobile, and screenshots if available.
  3. For payout and AEPS settlement disputes, submit supporting documents through the fund or complaint section as prompted.

Raise disputes promptly within the window shown in the App or required by the operator.

4. Travel search / bookings

Flight / bus flows use travel partners. Cancellations and refunds follow the supplier / carrier policy. Any refundable amount (after partner deductions) is processed after partner confirmation; bank credit may take additional settlement days.

5. Insurance enquiries

Insurance enquiry forms are for follow-up only. Unless a premium payment is successfully collected and a policy is issued under applicable IRDAI rules, enquiry submission alone does not create a refundable charge. Where a regulated free-look or cancellation right applies to an issued policy, that insurer’s rules govern.

6. Non-refundable items

  • Consumed successful services (completed recharge, paid bill, successful transfer, etc.)
  • Platform / administrative fees clearly marked non-refundable
  • Losses from sharing OTP / PIN, device misuse, or prohibited activity

7. Wallet & fund requests

Approved add-money / fund requests credit your wallet as per payment gateway confirmation. Rejected or failed payment gateway attempts are not treated as wallet balance. Duplicate credits, if any, may be reversed after review.

8. Contact

[COMPANY LEGAL NAME]
[REGISTERED ADDRESS]
[SUPPORT EMAIL] · [SUPPORT PHONE]
Related: Privacy Policy · Terms & Conditions