1. Purpose of this policy
This Refund Policy describes how NexPe India handles refunds, reversals, and billing adjustments for platform fees, wallet loads, and transaction-related charges. It supplements your partner agreement and our Terms of Service.
2. Onboarding and subscription fees
One-time onboarding fees (for example Retailer, Distributor, or White Label tiers) and recurring subscription or support charges are quoted clearly during registration or in your written order confirmation.
Unless your agreement specifies a different cancellation window, prepaid annual or quarterly subscription amounts are generally non-refundable once the service period has commenced, because capacity and support resources are allocated at activation.
If you cancel within any trial or cooling-off period explicitly stated in your onboarding documents, eligible fees will be returned to the original payment source or credited to your wallet, minus payment gateway charges where applicable.
3. Wallet top-ups
Prepaid wallet balances are used to fund live recharge, BBPS, payout, and related transactions. Unused wallet balance may be withdrawn subject to minimum thresholds, settlement verification, and compliance review outlined in your partner agreement.
Wallet load amounts credited in error due to a verified system fault on our side will be reversed or re-credited after investigation. Wallet loads completed successfully through your chosen payment method are not refundable simply because services were not consumed.
4. Transaction and commission charges
Per-transaction fees, operator deductions, and network costs associated with successfully submitted API requests are typically non-refundable, because upstream operators and payment rails incur costs at submission or settlement.
If a transaction fails at the operator or biller level and no service was delivered, the principal amount and applicable commission are usually auto-reversed to your wallet in the next reconciliation cycle. Timing depends on the product (mobile recharge, DTH, BBPS, IMPS payout, etc.).
5. Duplicate or incorrect billing
If you believe you were charged twice for the same wallet load, subscription invoice, or platform fee, email info@nexpeindia.com with:
- Partner ID or registered email
- Transaction reference or invoice number
- Date, amount, and brief description of the issue
Valid duplicate charges confirmed by our finance team are corrected within ten (10) business days via wallet credit or original payment method refund, depending on the payment rail used.
6. Failed or disputed transactions
For disputes involving end-customer recharges or bill payments processed through your integration, follow the dispute workflow in your dashboard and preserve API logs. NexPe India will assist with operator trace requests where supported, but final resolution may depend on third-party network rules.
Chargebacks initiated without supporting evidence may be declined. Repeated abusive dispute patterns can result in account review or suspension.
7. Account closure
When a partnership ends, remaining wallet balance after clearing pending settlements, chargebacks, and contractual dues may be released according to the exit terms in your agreement. Processing may require updated KYC and bank verification.
8. Escalation
Unresolved refund requests may be escalated through your assigned account manager or support ticket reference. Formal dispute escalation paths defined in your commercial agreement take precedence where they differ from this policy.
9. Policy changes
We may update this Refund Policy to reflect product, regulatory, or operational changes. The latest version will always be available on this page. Continued use of NexPe India services after updates constitutes acceptance of the revised policy.
10. Contact
Refund and billing queries: info@nexpeindia.com