This policy explains how returns and refunds work across PAY9INDIA services — wallet balances, banking transactions, hardware devices and insurance. Because we operate regulated financial rails, different rules apply to different products, as set out below.
01Agent wallet balances
Funds loaded into a Business Correspondent / Agent wallet are a prepaid arrangement used to deliver banking services to customers.
Wallet balances are non-refundable. They can only be used to deliver services on the PAY9INDIA platform. If an account remains inactive for two continuous years, the remaining balance may be forfeited as described in our Terms & Conditions.
02Banking transactions
Successful banking transactions — AEPS withdrawals, fund transfers (IMPS/NEFT/RTGS/UPI), BBPS bill payments and similar — are final and cannot be reversed once completed, as they settle directly with banks, billers and NPCI.
Failed or disputed transactions
If money is debited but the service fails (for example, cash is not dispensed or a bill is not marked paid), the amount is auto-reversed by the bank or biller, usually within 5–7 working days, in line with the prescribed Turn Around Time (TAT) and customer-compensation framework.
If a reversal does not happen within the expected window, raise a dispute with us and we will pursue it with the sponsor bank or NPCI on your behalf.
03Hardware — Kiosks, POS & Micro-ATM
Physical devices ordered from PAY9INDIA are covered by a return window and warranty:
- 30-day return — devices may be returned within 30 days of delivery if unused, undamaged and in original packaging.
- Dead-on-arrival — units that do not power on or are faulty on delivery are replaced free of charge.
- Warranty — manufacturing defects are covered for 12 months from delivery (POS / Micro-ATM) or as specified in your kiosk agreement.
- Security deposits on leased kiosks are refundable on return of the device in working condition, net of any damage or dues.
Returns must be initiated through your partner manager or support@pay9india.com with the order/serial number.
04Device refund timeline
Once a returned device passes inspection, eligible refunds are processed to the original payment method within 7–10 working days. Shipping or installation charges, where applicable, are non-refundable unless the return is due to a defect or our error.
05Insurance premiums
Insurance is underwritten by our IRDAI-registered insurer partners, and refunds follow the chosen insurer's policy:
- Free-look period — most policies allow cancellation within 15–30 days of issuance for a refund, less proportionate risk and stamp-duty charges.
- After the free-look period, refunds (if any) follow the policy's surrender terms.
- PAY9INDIA's distribution/convenience fee, where charged, is non-refundable once the policy is issued.
06Service & convenience fees
Convenience fees, gateway charges and platform fees disclosed at the time of a transaction are non-refundable once the service is rendered, except where a transaction fails and is reversed.
07How to request a refund
To raise a refund or return request:
- Email support@pay9india.com with your registered mobile number and the transaction / order ID.
- Or call our 24×7 support line and quote the reference number.
- Attach any receipt, screenshot or bank statement that helps us trace the transaction.
We acknowledge requests within 48 hours and keep you updated until resolution.
08Escalation & grievance
If you are not satisfied with the resolution, escalate to our Grievance Officer at grievance@pay9india.com. We follow the prescribed grievance-redressal and customer-compensation guidelines for payment-system disputes.
09Changes to this policy
We may revise this policy from time to time. The current version, with its "last updated" date, always governs. Continued use of our services means you accept the latest policy.