1. Overview
At Paywish, we are committed to providing a fair and transparent refund experience for all our registered retailers, distributors, and whitelabel partners. This Refund Policy outlines the conditions, processes, and timelines for refunds across all our services.
Our Promise: All wallet balance is 100% refundable at any time — no questions asked. We believe in building trust through transparent financial practices.
2. Wallet Balance Refund
100% Refundable — No Questions Asked
- Your wallet balance (money loaded into your Paywish wallet for conducting transactions) is fully refundable at any time.
- You can request a wallet balance refund regardless of whether your account is active, inactive, or being closed.
- Refund will be processed to the same bank account linked to your Paywish account.
- No deductions, penalties, or processing fees will be charged on wallet balance refunds.
- Minimum refund amount: Rs. 10 (ten rupees).
3. Plan Registration Refund
Plan registration fees are handled as follows:
3.1 Before Activation
- If your account has not been activated and you request a refund within 7 days of payment, a full refund of the registration fee will be processed.
- The refund will be credited to the original payment method within 7-15 business days.
3.2 After Activation
- Once your account is activated and services are provisioned, the plan registration fee is non-refundable as the service has been rendered.
- However, any unused wallet balance loaded after activation remains 100% refundable (see Section 2).
3.3 Duplicate Payments
- If you are charged twice for the same plan registration due to a payment gateway error, the duplicate amount will be refunded automatically within 5-7 business days.
- If the auto-reversal does not occur, contact our support team with transaction details for manual processing.
4. Failed Transaction Refund
- If a transaction (recharge, bill payment, money transfer, etc.) fails after wallet debit, the amount will be automatically reversed to your wallet.
- Auto-reversal timeline: Within 24-72 hours for most transactions.
- In cases where auto-reversal does not occur, you can raise a dispute through our support channels. Disputed amounts are typically resolved within 5-7 business days.
- For banking partner API failures, resolution may take up to 15 business days depending on the partner's response time.
5. Recharge & Bill Payment Refund
5.1 Successful Recharges
- Once a mobile, DTH, or data recharge is successfully processed and confirmed by the telecom operator, it is non-refundable.
- This is because the recharge value has been delivered to the end-customer's account by the operator.
5.2 Pending/Disputed Recharges
- If a recharge shows as "pending" for more than 2 hours, contact support for investigation.
- If the operator confirms the recharge was not delivered, a full refund will be processed to your wallet within 24-48 hours.
5.3 Bill Payments
- Successfully processed bill payments are non-refundable as the payment has been forwarded to the utility provider.
- For failed bill payments, the deducted amount will be auto-reversed within 24-72 hours.
6. Money Transfer Refund
- Successful transfers: Once a money transfer is confirmed as "Success" or "Credited," it is non-refundable from Paywish's end. Any disputes must be resolved directly between the sender and receiver.
- Failed transfers: If the transfer fails (beneficiary bank rejects, invalid IFSC, etc.), the amount will be automatically reversed to your wallet within 24-72 hours.
- Pending transfers: If a transfer remains in "Pending" status for more than 4 hours, raise a support ticket. Resolution depends on the banking partner and typically takes 3-7 business days.
7. AEPS Transaction Refund
- Cash Withdrawal: AEPS cash withdrawal transactions are real-time and debit directly from the customer's Aadhaar-linked bank account. Once confirmed, these transactions are non-refundable from Paywish's end.
- Failed AEPS Transactions: If money is debited from the customer's bank account but cash is not dispensed (due to biometric failure, connectivity issues, etc.), the customer should contact their bank directly. Resolution typically takes 24-72 hours from the customer's bank.
- Commission on AEPS: Commission is only credited for successfully completed AEPS transactions. No commission is deducted for failed transactions.
8. Refund Process
To request a refund, follow these steps:
1
Contact Support
Reach out via WhatsApp at +91-7980421214, call +91-8759759506, or email support@paywish.in. Provide your registered mobile number and transaction details.
2
Verification
Our support team will verify your identity and review the transaction/refund request. You may be asked to provide supporting documentation (payment screenshots, transaction IDs).
3
Processing
Once approved, the refund will be initiated. Wallet refunds are processed to your registered bank account. Transaction refunds are reversed to your Paywish wallet.
4
Confirmation
You will receive a confirmation via SMS/WhatsApp once the refund is processed. Bank credit may take an additional 2-5 business days depending on your bank.
9. Refund Timeline
| Refund Type | Processing Time | Refund To |
|---|---|---|
| Wallet Balance Refund | 3-7 business days | Registered Bank Account |
| Failed Transaction (Auto) | 24-72 hours | Paywish Wallet |
| Failed Transaction (Manual) | 5-7 business days | Paywish Wallet |
| Registration (Before Activation) | 7-15 business days | Original Payment Method |
| Duplicate Payment | 5-7 business days | Original Payment Method |
| Pending Transaction Dispute | 3-15 business days | Paywish Wallet |
Note: Processing times are estimates and may vary depending on banking partners, payment gateways, and transaction complexity. Business days exclude Sundays and national holidays.
10. Non-Refundable Items
The following are not eligible for refunds:
- Plan registration fees after account activation (service has been rendered)
- Successfully processed recharges (mobile, DTH, data)
- Successfully completed bill payments
- Successfully completed money transfers
- Successfully completed AEPS cash withdrawals
- Commissions already earned and settled
- Surcharge profits collected from end-customers
- Any fees or charges incurred due to violation of Terms & Conditions
11. Contact Us
For refund requests, disputes, or any questions regarding this policy, please reach out to us:
Company
Zetu Solutions (OPC) Private Limited
Brand
Paywish India
Address
Habra, West Bengal, India — 743263
Email
support@paywish.in
WhatsApp
+91-7980421214
Phone
+91-8759759506 (11AM - 5PM, Mon-Sat)
Support Hours
Monday to Saturday, 11:00 AM - 5:00 PM IST
CIN
U7499WB2017OPC220149