2. Refund Request Process

To request a refund, please follow these steps:

Step 1: Immediate Reporting

• Report the issue within 24 hours of the transaction
• Contact our customer support at risk@zepay.money
• Use our 24/7 helpline or in-app support chat

Step 2: Provide Required Information

• Transaction ID or reference number
• Date and time of transaction
• Amount involved in the transaction
• Screenshots or proof of failed transaction
• Bank statement showing debit (if applicable)
• Detailed description of the issue

Step 3: Investigation Process

• Our team will investigate the reported issue
• We may contact you for additional information
• Investigation typically takes 5-7 business days
• You'll receive regular updates on the investigation status

Step 4: Resolution and Refund

• If the issue is validated, refund will be processed
• Refund amount will be credited to your original payment method
• You'll receive confirmation via email and SMS
• If dispute is not in your favor, detailed explanation will be provided

3. Refund Processing Timeframes

Refund processing times vary based on the type of service and payment method:

Immediate Refunds (Within 24 hours):

• UPI transactions failed due to system errors
• Wallet-to-wallet transfers within Zepay Money
• Clear technical failures with system logs

Standard Refunds (5-7 Business Days):

• AEPS transaction failures
• Failed bill payments through BBPS
• Mobile and DTH recharge failures
• mATM transaction issues

Complex Refunds (10-15 Business Days):

• Inter-bank transfer issues requiring bank coordination
• Service provider disputes
• Cases requiring detailed investigation
• Regulatory compliance reviews

Bank Processing Time:

• Credit/Debit Card refunds: 5-10 business days
• Net banking refunds: 3-7 business days
• UPI refunds: 1-3 business days
• Bank account transfers: 2-5 business days

4. Non-Refundable Transactions

The following types of transactions are generally not eligible for refunds:

Successful Transactions:

• Completed recharges where service has been activated
• Successful bill payments received by service providers
• Successful cash withdrawals through AEPS or mATM

User Errors:

• Wrong mobile number entered for recharge
• Incorrect beneficiary details provided by user
• Wrong bill payment details entered by user
• Change of mind after successful transaction

Service Charges:

• Transaction fees for successful services
• Convenience charges
• GST and other applicable taxes
• Membership or subscription fees

Third-Party Services:

• Services provided by partner companies
• Insurance policies purchased through our platform
• Investment products and mutual funds
• Loan processing fees

5. Dispute Resolution Process

If you're not satisfied with our refund decision, you can escalate the matter:

Level 1 - Customer Support Team:

• Contact our customer support team
• Response time: Within 24 hours
• Resolution time: 5-7 business days

Level 2 - Grievance Officer:

• Escalate to our designated Grievance Officer
• Email: risk@zepay.money
• Response time: Within 48 hours
• Resolution time: 10-15 business days

Level 3 - Senior Management:

• Final internal escalation level
• Review by senior management team
• Resolution time: 15-21 business days

External Dispute Resolution:

• Banking Ombudsman for banking-related disputes
• Consumer forums for consumer rights issues
• RBI grievance mechanism for regulatory matters
• Legal recourse as per applicable laws

6. Refund Conditions and Limitations

• Time Limit: Refund requests must be made within 30 days of the transaction date
• Original Payment Method: Refunds will be processed to the same payment method used for the original transaction
• Partial Refunds: Service charges and taxes may be deducted from refund amount
• Investigation Rights: We reserve the right to investigate all refund claims thoroughly
• Documentation: Adequate proof and documentation are required for all refund requests
• Bank Charges: Any bank charges for refund processing will be borne by the customer
• Currency: Refunds will be processed in Indian Rupees only

7. Fraudulent Transactions

For transactions involving fraud or unauthorized access:

• Immediate Reporting: Report fraudulent transactions immediately
• Police Complaint: File a police complaint for fraud cases
• Account Security: Change passwords and secure your account
• Investigation: Detailed investigation will be conducted
• Provisional Credit: Provisional credit may be provided during investigation
• Final Resolution: Final decision based on investigation findings

8. Refund Tracking

You can track your refund status through:

• Online Portal: Login to your Zepay Money account
• Mobile App: Check refund status in the app
• SMS Updates: Receive SMS notifications on refund progress
• Email Updates: Email notifications on status changes
• Customer Support: Contact support for status updates

9. Special Circumstances

Refunds in special circumstances:

• System Maintenance: Refunds for transactions during maintenance windows
• Network Failures: Issues due to bank or network provider failures
• Force Majeure: Natural disasters, government actions, or other uncontrollable events
• Service Discontinuation: Refunds when services are permanently discontinued
• Account Closure: Pending balance refunds upon account closure

10. Prevention and Best Practices

To minimize the need for refunds:

• Verify Details: Always double-check transaction details before confirming
• Stable Connection: Ensure stable internet connection during transactions
• Updated App: Use the latest version of our mobile app
• Account Security: Keep your account credentials secure
• Transaction Limits: Be aware of daily and monthly transaction limits
• Service Status: Check service availability before making transactions

11. Updates to Refund Policy

This refund policy may be updated periodically to reflect:

• Changes in regulatory requirements
• New service offerings
• Improved customer experience initiatives
• Technology upgrades and enhancements

Users will be notified of significant changes through email, SMS, or app notifications.

12. Contact Information for Refunds

For refund-related queries and support:

• Email: risk@zepay.money
• Company: Zepay.money [Evyaparpay Financial Technologies Private Limited]
• Address: Lucknow, Uttar Pradesh, India
• Website: zepay.money
• Customer Support: Available 24/7 through our platform
• Response Time: Within 24 hours for all refund queries