Refund Policy

1. General Refund Policy

At Nagad Pay, we aim to deliver secure and reliable recharge, bill payment, and digital financial services. This refund policy explains the conditions under which refunds will be processed for our services including Mobile/DTH Recharge, Utility Bill Payments, DMT, BBPS, and CMS transactions.

2. Failed Transactions

If your transaction fails due to system error, network issue, or third-party failure:

• Refund will be processed within 24-48 hours automatically
• Amount will be credited back to your original payment source
• You will receive SMS/Email confirmation once refund is completed
• No charges will be deducted for failed transactions

3. Mobile & DTH Recharges

• Successful recharges are non-refundable
• Failed recharges will be refunded within 7 working days
• Recharges made to wrong mobile/DTH numbers are not refundable
• Customers must verify the number before confirming

4. Utility Bill Payments

• Successful bill payments cannot be reversed
• Failed bill payments will be refunded within 7 working days
• Duplicate payments may be refunded after verification with the biller
• Payments made to incorrect consumer accounts are non-refundable

5. Money Transfer (DMT)

• Failed transfers will be refunded within 1-3 working days
• Successful transfers cannot be reversed once processed
• Wrong beneficiary account transfers require bank intervention
• IMPS/NEFT delays will be refunded as per bank timelines

7. Refund Timeline

8. Non-Refundable Items

• Service charges and processing fees
• Successful transactions (Recharge, Bill Payment, Transfer)
• Wrong account details entered by users
• Disputes raised after 24 hours of transaction

9. Requesting a Refund

• Raise a support request within 24 hours of the transaction
• Provide transaction ID and relevant details
• Submit required documents (if any)
• Wait for verification before refund approval

10. Dispute Resolution

• Disputes must be reported within 24 hours of transaction
• Complete transaction details must be provided
• Resolution may take 7-15 working days depending on third-party verification
• Final decision will be shared via SMS/Email

11. Refund Process

12. Important Notes

• Always double-check details before making transactions
• Keep your receipts and transaction IDs safe
• Refunds are processed only to the original payment source
• Bank and UPI processing times may vary beyond our control

13. Contact for Refunds