Refund & Cancellation Policy

Amounts credited to a Channel Partner's wallet are non-refundable in cash. In the event of a failed wallet-load (amount debited from the bank account but not credited to the wallet), the amount will be auto-reversed within 5–7 working days. If not reversed, the Channel Partner may raise a ticket with the transaction UTR and bank statement; the case will be resolved within 15 working days after coordination with the acquiring bank.

For failed cash-withdrawal transactions where the customer's bank account has been debited but cash was not dispensed / not received, a chargeback will be raised with the issuing bank through NPCI's dispute-management system. As per RBI's Harmonisation of Turn-Around-Time framework, the reversal to the customer's bank account is generally completed within T+5 working days. Where the issuing bank does not honour the chargeback, resolution may take up to 90 working days.

Once a DMT transaction is marked "Success" with a valid bank RRN / UTR, it is considered final and cannot be cancelled or reversed by us. If the beneficiary bank returns the amount (invalid account, IFSC mismatch, account blocked, etc.), the amount will be auto-credited back to the sender's wallet within 3–7 working days. Convenience fee and applicable GST for a successful transfer are non-refundable.

For successful bill payments and recharges, no cancellation or refund is possible once the transaction is confirmed by the biller / operator. In case of a "Failed" transaction with the biller but "Debit" from the wallet, the amount will be auto-reversed within 24–72 hours. Disputes must be raised within 30 days of the transaction date; unresolved BBPS complaints may be escalated to the BBPS Ombudsman.

Government fees paid to NSDL / UTIITSL for PAN applications, corrections and reprints are non-refundable, as the fee is collected by the issuing authority and not by us. Service charges collected by us are refundable only if the application could not be submitted due to a technical failure at our end.

Insurance premiums are paid directly to the IRDAI-registered insurer; refunds, free-look cancellations and pro-rata returns are governed by the terms of the respective policy and IRDAI regulations. Loan processing fees and disbursal terms are governed by the lender's sanction letter. We act only as a sourcing / assisted channel and do not independently refund such amounts.

Cancellation, rescheduling and refund of flight, hotel and bus bookings are governed by the fare rules and cancellation policy of the respective airline, hotel, bus operator and aggregator, plus a service / convenience fee retained by us. Refunds approved by the airline / hotel / bus operator are credited back to the wallet within 7–14 working days of receipt from the operator. International flight refunds may take up to 30–90 working days.

Physical products sold through PaisaVasul are covered by a return / replacement window of 7 days from the date of delivery, unless the product page specifies otherwise. Products must be returned in unused, undamaged condition with the original packaging, invoice and accessories. Refunds for approved returns are credited to the source of payment / wallet within 7–10 working days after the returned product is received and quality-checked. Digital products (gift cards, vouchers, subscriptions) are non-refundable once delivered.

Convenience fees, service charges, GST, statutory levies and government fees for successfully executed transactions are non-refundable, except where refund is expressly required by the RBI, NPCI, IRDAI or other regulator.

To raise a refund or dispute, the Channel Partner or customer must submit a ticket through the retailer portal or write to admin@jssglobal.co.in within 30 days of the transaction date, quoting the transaction ID, date, amount and nature of complaint. Our support team will acknowledge the request within 2 working days and endeavour to resolve it within 15 working days, subject to receipt of confirmation from the concerned bank / biller / operator.

Unresolved complaints may be escalated to the Grievance Officer, whose contact details are provided in our Privacy Policy. Complaints regarding banking, AEPS, DMT and BBPS transactions may further be escalated to the RBI's Complaint Management System at cms.rbi.org.in.