Refund & Cancellation Policy

Introduction:

At BPSPLUS PRIVATE LIMITED(operating the PayRup platform), our commitment is to deliver reliable, secure,and seamless digital payment and financial services to our distributors, retailers, and customers. This Refund & Cancellation Policy outlines the conditions under which refunds, cancellations, returns, or exchanges may be requested when using the PayRup platform. By accessing or using PayRup services, you agree to be bound by this policy in addition to our Terms & Conditions and Privacy Policy.

Scope of Services Covered

This policy applies only to products and services offered directly through the PayRup web portal or application, including but not limited to: - Mobile & DTH Recharge - Utility Bill Payments - Domestic Money Transfer (DMT) -Aadhaar Enabled Payment System (AEPS) - Micro ATM (MATM) - Other digital services explicitly enabled on the PayRup platform Third-party products or services offered through integrations are governed by the respective third-party policies and may not be eligible for refunds or cancellations.

Unused Balance / Wallet Refund

If a retailer or distributor has added funds (top-up or advance) to their PayRup wallet and chooses not to utilize the balance for any goods or services, a refund request may be submitted after completion of one (1) month from the date of deposit.
Upon receipt and verification of the refund request, the unused balance will be refunded within 15–20 working days.
Refunds will be processed only through the original source of payment.
Any applicable charges, reversals, or compliance deductions (if any) may be adjusted before processing the refund.

Return & Exchange Policy

PayRup supports a 3 - day return or exchange window strictly for technical failures or processing errors attributable to the PayRup platform.
A return or exchange request must be raised within 3 days from the date of transaction.
Requests can be submitted only through:
- PayRup Web Portal
- Official Customer Support Email
- Authorized Support Channel

Eligibility Conditions

Transactions such as Mobile & DTH Recharge, Utility Payments, AEPS, MATM, and DMT are eligible for return or exchange only in case of failed, reversed, or erroneous transactions.
Services successfully completed and settled are not eligible for return or exchange.
Products or services not purchased directly from the PayRup platform are excluded from this policy.

If a transaction is completed but the service is not delivered, the customer may choose: - Re-processing of the same service, or - Utilization of the equivalent amount for another service of the same value.

Cancellation Policy

Cancellation requests must be submitted through official PayRup support channels only.
Cancellations are not permitted for transactions that are irreversible or beyond PayRup’s control, including but not limited to:
- Mobile & DTH Recharge
- Utility Bill Payments
- Insurance Premium Payments
- AEPS Transactions
- MATM Transactions
- DMT Transactions

No cancellation or refund shall be applicable for third-party products or services, as these are governed by the respective third-party terms.

Refund Processing Timelines

Approved refund or return requests may take up to 7 working days for internal processing.
Post processing, customers are advised to stay in touch with their respective banks for credit confirmation timelines.
Refunds may be full or partial, depending on the nature of the transaction, applicable charges, and service- specific rules.

Recharge-Specific Disclaimer

All recharge transactions are final and are not eligible for cancellation, refund, or exchange.
PayRup is not responsible for recharges made to incorrect mobile numbers, DTH account numbers, or operator selections.

Failed Recharge Exception

If a recharge transaction is marked as completed but the service is not delivered within 24 hours, customers may raise a complaint through: - “Raise Complaint / Ticket” option on the platform, or - Customer support helpline

Upon verification, if it is confirmed that the amount was debited without successful service delivery, a full refund will be processed within 7 working days from the date of complaint receipt.

Required details include: - Registered mobile number or DTH account number - Operator name - Recharge amount Transaction date - Order / reference number.

Contact & Support

We’re here to help you. Our customer support team is available 24/7 to assist with refund, cancellation, or transaction-related queries. For support, please contact us through the official PayRup communication channels mentioned on our website.

BPSPLUS PRIVATE LIMITED reserves the right to amend or update this policy at any time in accordance with regulatory, operational, or business requirements. Updates will be effective upon publication on the PayRup platform.

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