Refund Policy

1. Introduction

At VishPay, we are committed to ensuring your satisfaction with our bill payment services. This Refund Policy outlines the procedures and guidelines regarding refunds for transactions processed through our platform.

By using our platform, you agree to the terms of this Refund Policy. Please read it carefully to understand your rights and responsibilities regarding refunds.

2. Successful Transactions

For successful transactions where the payment has been properly processed and the bill has been paid:

• Refunds are generally not provided for successful transactions
• Once a bill payment has been successfully processed and confirmed by the biller, it cannot be reversed or refunded through our platform
• If you believe you have made a payment in error, you will need to contact the biller directly to resolve the issue

3. Failed Transactions

For transactions that fail to process correctly:

Automatic Refunds

In most cases, if your payment fails to process and the money has been debited from your account, the amount will be automatically refunded to your original payment method. This typically occurs in the following situations:

• Technical failures during the payment process
• Connectivity issues between our platform and the biller's system
• System timeouts during transaction processing
• Rejected transactions due to validation errors

Automatic refunds are usually processed within 5-7 business days, depending on your payment provider or bank's policies.

4. Duplicate Payments

If you accidentally make a duplicate payment for the same bill:

• You will need to contact our customer support team within 48 hours of the duplicate transaction
• Provide the transaction IDs for both payments
• We will verify the duplicate payment and, if confirmed, initiate a refund for the duplicate amount
• The refund will be processed to your original payment method

Please note that some billers may directly refund duplicate payments to your biller account as credit for future bills rather than processing a cash refund.

5. Incorrect Amount Payments

If you pay an incorrect amount (either more or less than the actual bill amount):

• For overpayments: The excess amount typically remains as a credit in your biller account for future bills
• For underpayments: The partial payment will be applied to your bill, but the biller may still consider the bill partially unpaid

The handling of incorrect payments ultimately depends on the biller's policies. VishPay cannot issue refunds for payments that have been successfully transferred to the biller, even if the amount was incorrect.

6. Refund Process and Timeline

When a refund is approved:

• We will initiate the refund process within 1-2 business days of approval
• Refunds will be processed to the original payment method used for the transaction
• Credit/debit card refunds typically take 5-7 business days to reflect in your account
• Bank transfers may take 3-5 business days
• Digital wallet refunds are usually processed within 1-3 business days

Please note that the actual time for a refund to appear in your account depends on your financial institution's policies and processing times.

7. Service Fees

When a refund is processed:

• For failed transactions: Any service fees charged will be refunded along with the payment amount
• For duplicate payments: Service fees for the duplicate transaction will be refunded
• For successful transactions that cannot be refunded: Service fees are non-refundable

8. How to Request a Refund

To request a refund for a failed or duplicate transaction:

1. Log in to your VishPay account
2. Go to 'Transaction History'
3. Locate the transaction in question
4. Click on 'Report an Issue' next to the transaction
5. Select the appropriate reason for your refund request
6. Provide any additional information or documentation requested
7. Submit your request

Alternatively, you can contact our customer support team at support@vishpay.com with your transaction details.

9. Refund Exceptions

Refunds may not be available in the following circumstances:

• The transaction was successfully completed and the bill was paid
• The refund request is made more than 30 days after the transaction date
• The payment was made to a biller who does not support refunds
• You have provided incorrect biller account information
• The transaction is under investigation for suspicious or fraudulent activity