1. Scope of Application
This Policy applies to all transactions processed through the Company’s payment gateway platform, limited to bill payments, recharges services.

2. Irrevocability of Transactions
All transactions are processed in real time and are generally final and non-reversible once completed, except under specific circumstances outlined in this Policy.

3. Permissible Cancellations
Cancellation requests shall be entertained only if:
– The transaction remains pending due to technical failure or network downtime.
– A duplicate request is detected before settlement.
– The transaction has been erroneously initiated due to system error.

4. Non-Permissible Cancellations
Cancellations will not be permitted if:
– The transaction has already been processed and settled.
– Incorrect details (account number, UPI ID, biller code, etc.) were entered by the customer.
– The request is raised after settlement is completed.

5. Refund Eligibility
Refunds may be initiated under the following conditions:
1. Amount debited but not credited due to banking failure or payment gateway error.
2. Duplicate transactions verified by system logs.
3. Permissible cancellations under Clause 3.
4. Transactions failed due to NPCI or RBI-mandated reversals.

6. Refund Processing Timeline
Once validated, refunds will be initiated within seven (7) working days of confirmation. Actual credit to the customer’s account depends on the respective bank or payment network and may take longer.

7. Refund Exclusions
Refunds will not be provided in cases where:
– The merchant/sub-agent violates our Terms & Conditions.
– Customer enters wrong information and the payment is successfully processed.
– Delays are caused by third-party service providers or banking partners.

8. Bank & Technical FailuresIn case of bank server downtime, technical glitches, or system interruptions, the Company will make best efforts to coordinate with banks/NPCl to resolve the issue. However, we are not liable for delays beyond our control.

9. Customer Mistakes
Transactions processed with incorrect details entered by the customer (e.g., wrong number, account ID, or biller code) will not be eligible for refund or cancellation. Customers are advised to verify details carefully before initiating payment.

10. Fraudulent or Unauthorized Transactions
If a transaction is flagged as fraudulent, unauthorized, or suspicious, refunds will be withheld pending investigation. The Company may report such cases to banks, regulators, and law enforcement authorities.

11. Merchant & Sub-Agent Responsibility
Merchants and sub-agents must strictly comply with the Company’s policies. Any breach, misuse, or violation of the Terms & Conditions will disqualify them from refund or cancellation claims.

12. Chargebacks
Customers may raise a chargeback dispute with their issuing bank. In such cases, the Company will cooperate with banks and provide supporting documents. Refunds through chargebacks are subject to final decision by the bank or payment network.

13. Request Submission
Refund or cancellation requests must be raised within 7 working days of the transaction. Customers must provide valid details such as transaction ID, date, payment method, and proof of debit.

14. Limitation of Liability
The Company’s liability is limited strictly to the transaction amount received by us. We are not responsible for indirect, consequential, or incidental losses, including but not limited to business loss, interest loss, or reputational damages.

15. Governing Law & Jurisdiction
This Policy is governed by the laws of India. Any disputes arising shall fall under the exclusive jurisdiction of state of Delhi, India.

16. Contact for Support
For refund and cancellation queries, please contact:

Digital Gramin Seva (IMOC Digital Services)
Email: support@digitalgraminseva.in
Phone: +91-8383928391
Address: Plot no 8, 3rd Floor, Vardhman South Plaza, Pocket H, Sarita Vihar, New Delhi 110076