Refund Policy

This Refund Policy applies to all users, customers, merchants, retailers, distributors, master distributors, white label partners, API partners, business partners, and any person or entity using HWRS PayTech's website, application, APIs, payment systems, recharge services, BBPS services, AEPS services, UPI services, wallet services, merchant services, or other digital financial services.

Refunds or reversals are processed only where a transaction is eligible for refund under applicable service provider rules, banking partner policies, NPCI/BBPS guidelines, payment gateway rules, RBI guidelines, operator policies, or internal operational policies of HWRS PayTech.

A transaction may be treated as failed when:

• Amount is debited but service is not delivered.
• Amount is debited but beneficiary/operator/biller does not receive confirmation.
• Transaction status remains pending for longer than the applicable settlement period.
• Technical failure occurs at bank, NPCI, BBPS, operator, payment gateway, API provider, or third-party service provider level.
• Duplicate debit occurs for the same transaction.
• Transaction is rejected by the biller, operator, bank, or service provider.

No refund shall normally be provided for successful transactions where:

• Recharge is successful.
• Bill payment is accepted by the biller.
• AEPS / Micro ATM transaction is approved.
• UPI transaction is successful.
• PAN, insurance, travel, courier, or government service request has been successfully submitted.
• API transaction has received success confirmation from upstream provider.
• User entered wrong mobile number, consumer number, customer ID, biller ID, account details, IFSC, beneficiary details, operator, amount, or service details.
• Retailer, distributor, master distributor, white label partner, or API partner submitted incorrect information.

If a transaction status is shown as “Pending”, “Processing”, “In Process”, “Initiated”, or similar status, the user must wait until final confirmation is received from the concerned bank, biller, operator, NPCI, BBPS, payment gateway, or service provider.

Pending transactions may be marked as successful, failed, reversed, or refunded based on the final response received from the relevant service provider.

Refund timelines may vary depending on the transaction type, banking partner, payment gateway, operator, biller, BBPS system, NPCI system, API provider, and settlement cycle. Indicative refund timelines are:

Where the payment was made through HWRS PayTech wallet or partner wallet, eligible refunds may be credited back to the same wallet after confirmation from the service provider.

Wallet refunds are not equivalent to cash withdrawal unless specifically permitted under the applicable service rules, KYC status, banking partner policies, and platform policies.

HWRS PayTech may adjust wallet balances in cases of:

Where the payment was made through bank account, UPI, card, payment gateway, or net banking, eligible refunds may be processed to the original payment source only.

API partners using HWRS PayTech APIs are responsible for maintaining correct request data, transaction IDs, callback handling, ledger entries, customer communication, and reconciliation at their own platform level.

• Refund will be considered only after final status confirmation from HWRS PayTech or upstream provider.
• API partner must not mark refund as final without confirmation.
• Duplicate API calls caused by partner system errors may not qualify for refund if processed successfully.
• Wrong parameter, wrong operator, wrong customer number, wrong amount, or wrong biller data submitted by API partner shall be the responsibility of the API partner.
• API partner must maintain transaction logs, request payload, response payload, callback logs, IP logs, and customer records.

White Label Partner means a business entity using HWRS PayTech technology, infrastructure, APIs, or platform under its own brand, design, domain, panel, app, or business identity. White Label Partners may onboard their own Master Distributors, Distributors, Retailers, Merchants, and Users.

• HWRS PayTech may provide backend technology, APIs, service routing, transaction processing, and operational support.
• White Label Partner is responsible for its own branding, user communication, onboarding, KYC collection, support handling, commission structure, retailer management, and customer-facing commitments.
• Refunds will be processed only as per actual transaction status received from bank/operator/biller/API provider.
• White Label Partner must not promise instant refund unless confirmed by HWRS PayTech or relevant provider.
• Any refund dispute raised by White Label Partner's downstream network must be routed through proper transaction ID and support ticket.

Master Distributors, Distributors and Retailers are responsible for verifying customer details before submitting transactions. Refunds shall not be applicable where wrong details are entered by Master Distributor, Distributor, Retailer, Merchant, or Customer.

Examples:

The following may be non-refundable once successfully processed or submitted:

In case of chargeback or payment dispute raised by bank, card network, payment gateway, NPCI, customer, retailer, distributor, API partner, or white label partner, HWRS PayTech may:

Refunds may be withheld, delayed, rejected, or investigated where HWRS PayTech suspects:

To raise a refund or reversal request, the user must contact HWRS PayTech support with the following details:

HWRS PayTech reserves the right to debit, adjust, hold, recover, or reverse any amount from user wallet, partner wallet, distributor wallet, retailer wallet, API partner account, white label account, settlement account, commission account, or future payouts in cases of:

HWRS PayTech shall not be liable for:

• Delay by bank, biller, operator, NPCI, BBPS, payment gateway, API provider, or third-party service provider
• Wrong details entered by user or partner
• Successful transaction where service has been delivered
• Network failure, downtime, server issue, or technical interruption
• Loss caused by user negligence, password sharing, OTP sharing, device compromise, or unauthorized access
• Indirect, incidental, punitive, or consequential damages
• Business loss, loss of profit, loss of reputation, or loss of opportunity