Refund Policy

1. Overview

PayMitro is committed to providing excellent service to our customers. This Refund Policy outlines the circumstances under which refunds may be provided for our services and the process for requesting a refund.

Please read this policy carefully before using our services. By using our services, you agree to this refund policy.

2. General Refund Principles

We will consider refunds in the following circumstances:

• Technical failures on our part
• Service unavailability due to system issues
• Duplicate transactions
• Unauthorized transactions
• Service not delivered as promised
• Regulatory requirements

3. Service-Specific Refund Policies

3.1 Banking Services (AEPS, Money Transfer)

Refundable:

• Failed transactions due to technical issues
• Duplicate transactions
• Transactions to incorrect beneficiaries (with proof)
• System timeouts or errors

Non-refundable:

• Successful transactions
• Transactions to correct beneficiaries
• Service charges and fees
• User errors in entering details

3.2 Bill Payments and Recharges

Refundable:

• Failed payments due to system issues
• Duplicate payments
• Payments to incorrect account numbers

Non-refundable:

• Successful bill payments
• Successful recharges
• Service charges
• User errors in entering details

3.3 Travel Bookings

Refundable:

• Failed bookings due to system issues
• Cancellations as per airline/hotel policies
• Duplicate bookings

Non-refundable:

• Non-refundable tickets
• Service charges
• Cancellation fees as per policies

3.4 Insurance Services

Refundable:

• Failed premium payments
• Duplicate payments
• As per insurance company policies

Non-refundable:

• Successful premium payments
• Service charges
• Policy cancellations as per terms

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Reach out to our customer support team within 48 hours of the transaction
2. Provide Details: Include transaction ID, amount, date, and reason for refund
3. Submit Documents: Provide any supporting documents or screenshots
4. Wait for Review: Our team will review your request within 3-5 business days

4.2 Required Information

When requesting a refund, please provide:

• Transaction ID or reference number
• Date and time of transaction
• Transaction amount
• Reason for refund request
• Your registered mobile number
• Any supporting documents

5. Refund Timeline

Refund processing times vary based on the type of transaction:

• Failed Transactions: 24-48 hours
• Duplicate Transactions: 3-5 business days
• Bill Payment Refunds: 5-7 business days
• Travel Booking Refunds: 7-15 business days
• Insurance Refunds: 10-20 business days

Note: These timelines are subject to change based on bank processing times and third-party service providers.

6. Refund Methods

Refunds will be processed through the original payment method:

• Bank Transfers: Refunded to the source account
• UPI Payments: Refunded to the UPI ID used
• Wallet Payments: Refunded to the wallet
• Card Payments: Refunded to the card used

7. Exclusions

The following are not eligible for refunds:

• Service charges and convenience fees
• Successful transactions
• User errors in entering details
• Transactions older than 30 days
• Fraudulent transactions
• Transactions made in violation of our terms

8. Dispute Resolution

If you disagree with our refund decision:

1. Escalate: Contact our escalation team
2. Review: Senior management will review your case
3. Resolution: Final decision will be communicated within 7 days

For unresolved disputes, you may contact the banking ombudsman or relevant regulatory authorities.

9. Contact Information

For refund requests and support:

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be effective immediately upon posting on our website. We will notify users of significant changes through:

• Email notifications
• App notifications
• Website announcements