Refund Policy

1. General Refund Policy

At BillAye, we strive to ensure that all transactions are processed smoothly and accurately. However, we understand that issues may occasionally arise. This Refund Policy outlines the conditions under which refunds may be processed for different types of transactions on our platform.

2. Mobile Recharges

Once a mobile recharge transaction has been successfully processed and confirmed by the service provider, it cannot be canceled or refunded. This is because the service is delivered instantly to the recipient's mobile number.

For Failed Recharges: If a recharge transaction fails and the amount has been deducted from your BillAye Wallet, the amount will be automatically refunded to your wallet within 24-48 hours. No action is required from your end.

For Incorrect Number Recharges: If you have entered an incorrect mobile number for recharge, unfortunately, we cannot process a refund as the service has already been delivered to the number you provided. We strongly advise you to verify all details before confirming any transaction.

3. Bill Payments

Similar to mobile recharges, bill payments that have been successfully processed cannot be canceled or refunded as the payment has already been credited to the biller's account.

For Failed Bill Payments: If a bill payment transaction fails and the amount has been deducted from your BillAye Wallet, the amount will be automatically refunded to your wallet within 24-48 hours.

For Duplicate Bill Payments: In case you have accidentally made a duplicate payment for the same bill, you will need to contact the biller directly for a refund as the payment has already been credited to their account.

4. Wallet Transactions

Adding Money to Wallet: If you have added money to your BillAye Wallet and wish to withdraw it, you can contact us to request a manual withdrawal to your bank account. Please note that a processing fee may apply, and the withdrawal process may take 2-3 business days.

Failed Wallet Top-ups: If you attempted to add money to your BillAye Wallet but the transaction failed and the amount was deducted from your bank account or payment method, the amount will be automatically refunded to your source account within 5-7 business days as per the payment gateway's policies.

5. Cashback Reversals

Commissions earned on successful transactions may be reversed in the following cases:

• If the transaction is identified as fraudulent
• If the service provider reverses the transaction
• If there is a technical error in commission calculation

Commission reversals will be clearly marked in your transaction history with an explanation.

6. Refund Timelines

The refund processing timelines are as follows:

• Failed Transactions (to BillAye Wallet): 24-48 hours
• Failed Wallet Top-ups (to source account): 5-7 business days

Please note that these timelines are indicative and may vary depending on banking holidays, technical issues, or other unforeseen circumstances.

7. Dispute Resolution

If you have a dispute regarding a refund that has not been processed within the specified timelines, please follow these steps:

1. Contact our customer support team with the transaction ID and details
2. Provide any relevant screenshots or evidence to support your claim
3. Allow up to 48 hours for our team to investigate the issue
4. If the issue remains unresolved, you can escalate it to our grievance officer

We are committed to resolving all refund-related issues fairly and promptly.

8. Exceptions

In certain exceptional cases, we may process refunds at our discretion even if they don't strictly fall under the above categories. Such exceptions will be evaluated on a case-by-case basis, taking into account factors like customer history, transaction value, and specific circumstances.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our app and website. We encourage you to review this policy periodically for any updates.