Refund & Cancellation Policy
1. Overview
This Refund & Cancellation Policy explains when a payment made through BharatPaye for Electricity Bill Payment, FASTag Recharge or Mobile Recharge can be refunded, and how such refunds are processed. It should be read together with our Terms & Conditions.
2. Cancellations
Electricity bill payments, FASTag recharges and mobile recharges are transmitted to the biller, FASTag issuer or mobile operator through the Bharat Bill Payment System (BBPS) the moment you confirm payment. Because these requests are processed instantly, they cannot be cancelled, paused or modified once submitted — there is no order to cancel before it reaches the biller.
3. Failed or Pending Transactions
If an amount is debited from your payment source but the corresponding bill payment or recharge is not confirmed successful by the biller, FASTag issuer or mobile operator, our BBPS payment aggregator automatically attempts reconciliation with the biller/NPCI.
Once a transaction is confirmed as failed, the amount is reversed to your original payment source within the timelines prescribed by NPCI/BBPS and your bank — generally within 5–7 working days. You can track the status of any request from your Transactions page using its reference ID.
4. Duplicate Payments
If a network or session issue causes the same electricity bill, FASTag account or mobile number to be charged more than once for the same billing cycle or recharge, the duplicate amount is eligible for a refund. Reach out to us with both transaction reference IDs and we will verify and process the refund for the extra payment to your original payment source.
5. Payments Made With Incorrect Details
You are responsible for verifying the vehicle number, issuer bank, electricity provider, consumer/account number, mobile number and operator before confirming a request. Once a payment or recharge has been successfully credited by the biller, FASTag issuer or mobile operator to the details you entered, BharatPaye cannot reverse or refund it — this includes cases where the details were valid but did not belong to the account you intended to pay.
6. Refund Method & Timelines
- All eligible refunds are credited back to the original payment method used for the transaction — BharatPaye does not issue refunds in cash, to a wallet, or to a different account.
- Refunds are typically processed within 5–7 working days of the failure or duplicate charge being confirmed, subject to your bank's or card network's own processing times.
- Any convenience fee charged at the time of payment, where applicable, is non-refundable once a transaction has been successfully completed.
7. How to Request a Refund
To report a failed, duplicate or disputed transaction, visit your Transactions page to find the relevant reference ID, then reach us through the Contact Us page or by emailing support@bharatpaye.in with the reference ID, the amount and a brief description of the issue. We aim to acknowledge every refund request within 24–48 hours.
8. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time to reflect changes in our services, our BBPS payment aggregator's processes, or applicable regulations. Continued use of BharatPaye after an update constitutes acceptance of the revised policy.
9. Contact Us
For any refund or cancellation query, write to us at support@bharatpaye.in or use our Contact Us page.