Refund Policy

Refund Policy Overview

Unatti Pay provides access to multiple digital financial and utility services through banks, billers, payment networks and other service providers.

Refunds and reversals depend on the status of the original transaction, the selected service and the response received from the relevant service provider.

When A Refund May Be Eligible

A refund or transaction reversal may be considered where applicable in situations such as:

• Amount debited but the transaction failed.
• Duplicate payment caused by a technical processing issue.
• Transaction cancelled or rejected by the relevant service provider.
• Payment captured but the requested service was not successfully delivered.
• A provider or banking partner confirms that a transaction is eligible for reversal.
• Any other case where refund is required under the applicable service process.

Failed Transactions

If a transaction fails but an amount has been debited, the transaction may be automatically reversed after confirmation is received from the bank, biller or other service provider.

Users should first check the final transaction status from the dashboard before raising a refund request.

Pending Transactions

Transactions marked as pending, initiated or processing may still be awaiting confirmation from the respective bank or service provider.

A refund request may not be processed until the transaction reaches a final status such as successful, failed, reversed or rejected.

Duplicate Transactions

If the same payment is processed more than once due to a verified technical issue, the duplicate transaction may be reviewed for refund or reversal.

Users should provide the transaction references for both transactions when submitting a duplicate payment complaint.

BBPS & Utility Bill Payments

Electricity, water, gas, mobile postpaid, landline, broadband, cable TV, credit card, loan repayment, insurance and other BBPS or utility transactions are generally dependent on the final status returned by the biller.

Once a bill payment is successfully accepted by the biller, it may not normally be cancelled through the platform.

Failed or rejected bill payments may be reversed according to the applicable biller and payment network process.

Mobile Recharge, DTH & FASTag

Users must verify the mobile number, subscriber ID, vehicle details, operator and recharge amount before submitting a request.

A successfully processed recharge generally cannot be refunded simply because incorrect customer information was entered by the user.

Failed recharge transactions may be considered for automatic reversal based on the provider's final response.

DMT & Payout Transactions

Before submitting a Domestic Money Transfer or Payout transaction, users must carefully verify beneficiary details, account number, bank details and transaction amount.

If a transfer is successfully credited to the beneficiary, it may not normally be reversible through the platform.

Transactions returned or rejected by the banking system may be reversed after confirmation is received.

AEPS Transactions

AEPS transactions depend on authentication and the final response received from the relevant banking network.

If an AEPS transaction is shown as failed but the customer's bank account has been debited, the transaction may require bank-side reconciliation before reversal.

Successfully completed cash withdrawal transactions are generally not eligible for refund after the customer has received the corresponding cash amount.

Non-Refundable Situations

A refund may not be available in situations including:

• Successfully completed transactions.
• Incorrect mobile number or customer ID entered by the user.
• Incorrect beneficiary or bank details provided by the user.
• Successful bill payments accepted by the biller.
• Successfully delivered recharge services.
• Charges already consumed by third-party providers where those charges are non-refundable.
• Fraudulent, manipulated or unsupported refund requests.

How To Raise A Refund Request

If you believe a transaction requires review, contact support with the relevant transaction information.

• Registered account or retailer ID.
• Transaction ID or reference number.
• Transaction date and amount.
• Service type.
• Description of the issue.
• Supporting screenshot or receipt, where relevant.

Providing complete information helps the support team review the transaction more efficiently.

Refund Processing

Refund and reversal processing times may differ depending on the transaction type, bank, biller, payment network and other service providers.

Some failed transactions may reverse automatically, while other transactions may require manual reconciliation or provider confirmation.

Refund Destination

Where applicable, a refund or reversal will generally be processed back to the original source, wallet, bank account or settlement channel associated with the original transaction.

Refunds are not normally redirected to an unrelated bank account or another person.

Transaction Fees & Service Charges

Where a transaction includes service fees, convenience fees, provider charges or other processing charges, the refundability of those charges will depend on the relevant service and provider rules.

A transaction amount being refunded does not automatically mean that every associated service charge is also refundable.

Third-Party Service Providers

Many services available through Unatti Pay depend on banks, payment networks, billers, telecom operators, verification providers and other third parties.

Their transaction status, reversal rules, processing timelines and service conditions may apply to refund requests.

Transaction Disputes

If the transaction status displayed on the platform does not match the customer's bank statement or service delivery status, users should raise a dispute with supporting details.

Unatti Pay may request additional information to investigate the transaction with the relevant service provider.

Users should not submit multiple or misleading disputes for the same successfully completed transaction.

Changes To This Refund Policy

This Refund Policy may be updated to reflect changes in services, transaction processes, provider requirements or platform policies.

The latest version will be published on this page together with the updated revision date.