BBPS Certified Payments Portal • Multi-Operator Telecom Switch • 24x7 IMPS Payouts
ValuePay
Back to Home

Refund & Cancellation Policy

Automated Reversal Protocols & Turnaround Timelines (TAT)

1. Overview & General Policy

At ValuePay, our automated clearinghouse connections ensure over 99.9% of transactions are finalized instantaneously. However, due to occasional upstream bank server congestion, telecom circle maintenance, or utility board gateway timeouts, rare transaction delays or failures can occur. This policy sets out the automated refund rules and resolution turnaround timelines for our partners.

2. Service-Specific Reversal Timelines

Mobile & DTH Recharge Failures

TAT: Instant to 15 Mins

If a prepaid mobile recharge or DTH pack fails at the operator switch (Jio, Airtel, Vi, BSNL, Tata Play), the debited amount is credited back automatically into the agent's wallet within 5 to 15 minutes. If marked “Pending” by the operator, final status is confirmed within 2 hours. If unsuccessful, automatic refund is triggered.

BBPS Utility Bill Payments

TAT: T+1 to T+2 Business Days

BBPS bill payments (Electricity, Water, Gas, FASTag) are verified in real time. In the rare event funds are deducted from your agent wallet but the biller board does not confirm receipt due to central switch timeouts, the transaction is marked for automated reconciliation. As per NPCI Bharat BillPay operating guidelines, unsettled funds are refunded back to the origin wallet within T+1 to T+2 business days.

Instant Bank Payouts (IMPS / UPI)

TAT: Instant to 24 Hours

If an IMPS or UPI payout is rejected by the beneficiary bank (e.g., account closed, invalid IFSC, or beneficiary bank server down), the principal amount and transfer fee are immediately credited back to your payout wallet. For transactions in “Deemed Pending” state at the clearinghouse, status is updated via automated bank polling within 24 hours.

3. Non-Refundable Scenarios

Refunds cannot be granted under the following circumstances:

  • Incorrect Consumer Parameters: Successful recharge or bill payment executed on an incorrect mobile number, DTH subscriber ID, or electricity CA number entered mistakenly by the agent.
  • Completed Successful Transactions: Once an electricity bill or recharge pack is confirmed cleared by the respective board or telecom operator, it cannot be canceled or recalled.
  • Fraudulent / Suspicious Activity: Accounts undergoing regulatory AML investigation.

4. How to Raise a Transaction Dispute

If a transaction remains unsettled beyond the designated TAT, agents can raise an automated ticket:

  1. Log in to the ValuePay Portal and navigate to Transaction History / Reports.
  2. Locate the specific transaction Reference ID / BBPS Biller Reference Number.
  3. Click “Raise Dispute / Check Status” to initiate automated node reconciliation.
  4. Alternatively, email our dispute desk with the Transaction ID at disputes@valuepay.in.

5. Dedicated Dispute Redressal Contact

ValuePay Transaction Settlement & Dispute Cell

ValuePay Financial Technologies Pvt. Ltd., BKC, Mumbai 400051

Email: disputes@valuepay.in

Toll-Free Merchant Line: +91 (800) 555-0199 (Ext. 2 for Disputes)