REFUND AND CANCELLATION POLICY – RUPAY GO

Bharat Bill Payment System (BBPS) Services

This Refund and Cancellation Policy governs the bill payment services provided through the Rupay Go Platform, operated by Plutona Digitech Private Limited (“Company”, “We”, “Our” or “Us”). This policy explains the procedures for handling failed transactions, payment reversals, refund requests, and transaction-related complaints in accordance with applicable laws and regulatory requirements.

1. Scope of Policy

This policy applies to bill payment services available through Rupay Go, including supported electricity, water, gas, mobile postpaid, broadband, DTH, credit card, loan repayment, insurance premium, FASTag, education fee, municipal tax, and other supported BBPS bill payment categories.

By using the Platform, customers agree to this policy, subject to their statutory rights and applicable RBI directions, NPCI Bharat BillPay Limited requirements, and other relevant regulations.

The purpose of this policy is to provide transparency in transaction processing, failed payment resolution, refunds, reversals, and customer grievance handling.

2. Cancellation Policy

Once a payment transaction has been authorized and submitted for processing, it may not be possible to cancel it immediately because the request may already have been transmitted to the relevant payment system or biller.

Customers should verify the biller details, consumer number, bill amount, and other payment information before confirming a transaction. Where a cancellation or reversal is supported by the applicable payment system and biller, the request will be handled according to the relevant procedures.

Submitting a cancellation request does not automatically cancel a transaction or guarantee a refund. Successful bill payments may be subject to the biller's applicable rules and procedures. Nothing in this section restricts a refund, reversal, or other remedy required under applicable law.

3. Refund Policy

Customers may raise a refund or transaction investigation request if an amount has been debited but the payment has failed, remains unresolved, or has not been appropriately credited by the relevant biller.

Refund and reversal requests should be submitted through the official contact page at https://rupaygo.co.in/contact or by contacting customer support at rupaygoofficial@gmail.com.

Customers should provide their transaction reference number, payment date, amount, biller details, registered contact information, and relevant payment confirmation or proof of debit.

Eligible refunds and reversals will be processed according to the applicable RBI directions, BBPS requirements, and the procedures of the relevant payment service providers. Where a refund is approved, it will ordinarily be returned through the applicable original payment channel or source, subject to the relevant payment process.

The time required for the refund to appear in the customer's account may depend on the payment system, bank, payment instrument, and other participating entities. Applicable regulatory turnaround times and compensation requirements will be followed.

4. Failed, Pending and Duplicate Transactions

A transaction may remain pending because of technical issues, communication failures, delayed confirmation, or reconciliation between participating systems.

If a payment is pending, customers should check the transaction status before initiating another payment to avoid duplicate payments.

If an amount is debited for a failed transaction, the eligible reversal or refund will be handled within the applicable regulatory timeline. Where duplicate payments are confirmed, the matter will be investigated and addressed according to the relevant payment system and biller procedures.

Customers should retain their transaction receipts and reference numbers until the issue is resolved. Rupay Go will facilitate appropriate investigation and escalation within its role and responsibilities.

5. Non-Refundable Situations and Exceptions

A refund may not be available solely because a customer changes their mind after a successfully completed bill payment, enters incorrect biller information, or requests cancellation after the payment has been processed and credited to the biller.

However, each complaint will be considered in accordance with the transaction facts, applicable biller procedures, and regulatory requirements. Incorrect payments, unauthorized transactions, duplicate debits, and other disputed cases will be handled according to the applicable rules and available remedies.

No provision of this policy excludes a refund, reversal, compensation, or customer protection remedy required by applicable law.

6. Processing, Verification and Administrative Procedures

Rupay Go may request reasonable supporting information to verify the customer's identity, confirm transaction details, investigate suspected fraud, and process a complaint.

Customers must provide accurate information and cooperate with reasonable investigations. Processing may require coordination with the relevant bank, biller, payment gateway, or authorized BBPS participant.

Rupay Go may update this policy to reflect changes in its services, operational procedures, or applicable regulatory requirements. Updated terms will be published on the Platform, and notice or consent will be provided where required by law.

7. Grievance Redressal Mechanism

Customers who are dissatisfied with a transaction, refund, reversal, or complaint resolution may contact the designated Grievance Officer using the details below.

Grievance Officer: Mr. Kushal Moliya

Email: rupaygoofficial@gmail.com

Mobile: +91 90268 99999

Support Page: https://rupaygo.co.in/contact

Customers should include the transaction reference number, date, amount, biller details, and a clear description of the issue when submitting a complaint.

Complaints will be handled within the timelines prescribed by applicable regulations and the relevant grievance framework. Where necessary, complaints may be escalated to the appropriate participating bank, payment service provider, authorized BBPS participant, or competent regulatory authority.

Company Details

Plutona Digitech Private Limited (Rupay Go)

RK Supreme, Third Floor, 317
150 Ring Road, Nana Mava Circle
Rajkot, Gujarat – 360005, India

Website: https://rupaygo.co.in/