How fund top-ups, failed transactions and refunds are handled on the PayClarity platform.
This Refund Policy explains how PayClarity Services Private Limited handles fund top-ups, failed transactions, reversals and disputes across AEPS, BBPS, DMT, MATM, CMS and Insurance services.
Funds added to your PayClarity account are intended for use across our services and are non-refundable except in cases of duplicate top-up, technical error, or as required by applicable law. Verified erroneous top-ups will be reversed to the original payment source.
If a transaction (AEPS withdrawal, BBPS bill payment, DMT transfer, MATM transaction, CMS collection or insurance premium payment) fails after the amount has been debited from your account, the amount is automatically reversed to your account once confirmed as failed by our banking or service partner. Most automatic reversals complete within 24-48 hours; in some cases, partner-side reconciliation may take up to 7 working days.
If a transaction appears debited but the customer did not receive the expected outcome (for example, cash not dispensed for AEPS, or a bill payment not reflecting with the biller), retailers should raise a dispute through the support channel with the transaction reference. We will investigate with the relevant partner and update the account accordingly once resolved.
Where a transaction is reversed or disputed successfully, any commission credited for that transaction will be debited back from the retailer's or distributor's account as part of the reversal.
Refunds for insurance premiums are governed by the respective insurance partner's policy terms, including any free-look period or cancellation window. PayClarity will assist in routing such refund requests to the insurance partner but does not independently process insurance refunds.
Once a refund or reversal is approved, the amount is credited to the account typically within 1-3 working days, though partner-dependent cases (DMT, insurance) may take longer based on the partner's own turnaround.
To raise a refund or reversal request, contact us with the transaction date, amount, service type (AEPS, BBPS, DMT, MATM, CMS or Insurance) and the transaction reference number.
For refund-related queries, write to us at help@payclarity.in or visit our registered office at 8th Floor, Office No. 820/A, Galleria Tower DLF IV, Galleria Road, Gurugram, Haryana 122009.