Refund Policy
Last updated: March 2026
Payvendo's refund policy is designed to be fair and compliant with RBI Circular on Harmonisation of Turn Around Time (TAT) for failed transactions and NPCI BBPS dispute resolution guidelines.
1Overview
This Refund Policy outlines the conditions under which PAYVENDO SOLUTIONS PRIVATE LIMITED ("Payvendo", "we", "us", or "our") processes refunds for its services, including BBPS bill payments, payout disbursements, travel bookings, and API subscription fees.
Payvendo is committed to fair and transparent dispute resolution. We process all refunds in accordance with applicable RBI guidelines, NPCI directives, and our internal compliance framework.
Please read this policy carefully before initiating any transaction. By using our Services, you agree to this Refund Policy.
2Transaction-Level Refunds
2.1 BBPS & Utility Bill Payments
If a BBPS payment (electricity, gas, water, DTH, mobile recharge) is debited from your account but the biller does not receive credit or confirms non-receipt:
- Raise a dispute within 3 business days of the transaction.
- Payvendo will initiate a chargeback or reversal through NPCI BBPS within 5–7 working days.
- Refund will be credited to the original source of payment (wallet/bank account).
Note: Once a biller confirms receipt, refunds are not possible as per NPCI BBPS regulations. In such cases, contact the biller directly.
2.2 Failed Payout / Money Transfer
If a payout fails due to:
- Invalid/incorrect beneficiary account details provided by you → NOT refundable (user error)
- Network/bank-side failure after debit → Automatically reversed within 2–5 working days
- Beneficiary bank rejection → Auto-reversed within 2 working days
All failed transaction amounts are credited back to your Payvendo wallet or source account automatically. If not received within 5 working days, contact support.
2.3 Duplicate Transactions
If a transaction occurs more than once due to a system error on Payvendo's end, we will refund the duplicate amount within 3–5 working days after verification. Raise a ticket with both Transaction IDs at help@payvendo.in.
3Travel Booking Refunds
3.1 Bus Tickets
Refund eligibility depends on the operator's cancellation policy:
- Cancelled more than 4 hours before departure: 75%–90% refund (varies by operator)
- Cancelled 2–4 hours before departure: 50% refund
- Cancelled within 2 hours or no-show: No refund
Platform convenience fee (₹20–₹50) is non-refundable on all bus cancellations.
3.2 Train Tickets (IRCTC)
Train cancellations are governed by IRCTC's refund rules as per Railway Board circular:
- AC classes (1A, 2A, 3A): ₹200–₹480 cancellation fee + clerkage charges
- Sleeper/Non-AC: ₹60–₹120 + clerkage
- Tatkal tickets: No refund if cancelled
- TDR (Ticket Deposit Receipt) filed for train delays/cancellations — IRCTC's standard process applies.
Payvendo processes IRCTC refunds within 5–7 working days after IRCTC credits the amount to our nodal account.
3.3 Flight Tickets
Flight cancellation and refund policies are governed by the respective airline's fare rules selected at the time of booking:
- Non-refundable fares: No refund on ticket value; airport taxes refundable
- Refundable fares: Refund processed minus airline cancellation fee and Payvendo's processing fee (₹250 per passenger)
- Airline-initiated cancellations: Full refund within 7–10 working days
Refunds are processed to the original payment method or Payvendo wallet.
4Platform Subscription & Setup Fee Refunds
4.1 Annual / Monthly Subscription Fees
- If you cancel within 7 days of subscription and have made zero transactions: Full refund minus GST (18%).
- If you cancel after 7 days but within 30 days: Pro-rata refund for unused days, minus GST and ₹500 processing charge.
- No refund is provided after 30 days from subscription date or if transactions have been processed.
4.2 One-Time Setup / Integration Fee
Setup and integration fees are non-refundable once the integration work has commenced (typically within 24–48 hours of payment).
4.3 Security Deposit
Refundable security deposits are returned within 15 working days after:
- Account officially closed with zero outstanding balance
- No pending chargebacks or disputes
- All KYC/compliance documentation submitted
5Non-Refundable Situations
- Convenience fees, platform service charges, and GST on any transaction
- Transactions where the biller/utility provider has confirmed credit receipt
- Transactions cancelled or failed due to incorrect beneficiary details entered by the user
- No-show bus or flight bookings
- Tatkal train tickets
- Subscription fees after the 30-day refund window
- Integration/setup fees once work has commenced
- Any amount lost due to the user sharing credentials, OTP, or account details with unauthorized parties
- Amounts deducted on account of government-mandated TDS/TCS or bank charges beyond our control
6How to Raise a Refund Request
Step 1: Gather Info
- • Transaction ID / Booking Ref
- • Date and time of transaction
- • Amount debited
- • Payment mode
- • Proof/Screenshot (if applicable)
Step 2: Contact Us
Email: help@payvendo.in
Phone: +91 7073022020
Portal: Dashboard → Raise Dispute
Step 3: Acknowledgement – You will receive an email acknowledgement within 24 hours with a Ticket ID.
Step 4: Resolution – Our team verifies the claim. Resolution communicated via email within 5–7 working days (up to 21 for complex cases).
7Refund Processing Timeline
| Transaction Type | Timeline |
|---|---|
| Failed payout (auto-reversal) | 2–5 working days |
| BBPS failed payment | 5–7 working days |
| Bus ticket cancellation | 5–7 working days |
| Train ticket (IRCTC) refund | 5–10 working days |
| Flight refund | 10–15 working days |
| Subscription fee refund | 7–10 working days |
| Security deposit refund | 15 working days |
| Duplicate transaction | 3–5 working days |
All refunds are credited back to the original payment source. Payvendo does not issue cheques or cash refunds.
8Chargebacks & Disputes
If you initiate a chargeback with your bank or card network without first raising a dispute with Payvendo, we reserve the right to:
- Suspend your account pending investigation
- Recover chargeback amounts plus a ₹500 chargeback handling fee from your Payvendo wallet
- Terminate your account if chargeback abuse is found
9Escalation & Grievance Redressal
Level 1: Contact support at help@payvendo.in or +91 7073022020.
Level 2: If not resolved within 7 working days, escalate to our Grievance Officer: help@payvendo.in (Response time: 5 working days)
Level 3: If still unresolved, you may approach RBI's Digital Payments Ombudsman or National Consumer Helpline.
Questions?
For any clarifications regarding this policy, please contact us:
PAYVENDO SOLUTIONS PRIVATE LIMITED
Email: help@payvendo.in
Phone: +91 7073022020