Last Updated: 1 June 2025

Cancellation &
Refund Policy

Transparent, service-specific refund rules for every FinPe product. Know exactly what to expect — before and after your transaction.

13 Services Covered RBI Compliant Auto-Reversal on Failures 24×7 Support
T+1 Auto-reversal for failed UPI/AEPS
14 Days Max refund processing time
₹0 Extra fee charged on refunds
13 Services with defined policies

Service-Wise Policy

Click on any service to view its cancellation rules, refund eligibility, and expected timelines. All policies comply with applicable RBI and NPCI guidelines.

General Rule: FinPe processes real-time financial transactions. Once a transaction is successfully completed and funds/services have been delivered, cancellation is not possible. Refunds are only applicable for failed transactions, duplicate charges, or platform errors. All refunds are credited to the original payment source — no cash refunds are issued.

AEPS — Aadhaar Enabled Payment System

Cash Withdrawal · Balance Enquiry · Mini Statement via Aadhaar Biometric
Auto-Reversal Non-Cancellable
Refund Eligible Cases
  • Transaction debited from customer's bank account but cash not dispensed at the retailer point.
  • Biometric authentication passed but transaction declined by the bank mid-way.
  • Double debit due to system timeout or network failure.
  • Transaction amount differs from amount requested (partial dispense).
Not Eligible for Refund
  • Cash successfully withdrawn by customer — transaction cannot be reversed.
  • Balance enquiry and mini statement — no monetary value involved.
  • Transaction declined due to incorrect Aadhaar number or biometric mismatch.
  • Customer-initiated cancellation after cash is dispensed.
T+1 Auto-reversal initiated by NPCI / UIDAI settlement
1–3 Days Funds reflect in customer's bank account
48 Hours Raise dispute if auto-reversal not received
AEPS transactions are processed through NPCI and are governed by NPCI dispute resolution guidelines. Contact us with the Transaction Reference Number (TRN) and customer Aadhaar-registered mobile OTP confirmation screenshot.

Aadhaar Pay

Merchant Payments via Aadhaar Biometric Authentication
Auto-Reversal Non-Cancellable
Refund Eligible Cases
  • Amount debited from customer's bank but payment not confirmed at merchant end.
  • Duplicate payment processed for the same transaction.
  • Technical failure after biometric success but before settlement.
  • Wrong amount charged due to system/platform error.
Not Eligible for Refund
  • Payment successfully completed and confirmed to merchant.
  • Merchant dispute or buyer/seller disagreement — civil matter.
  • Payment declined due to biometric failure or Aadhaar seeding issue.
  • Transaction limit exceeded — these are not charged.
T+1 Auto-reversal for failed transactions by NPCI
1–3 Days Credit to customer's linked bank account
Aadhaar Pay is a one-way payment system. Once the merchant receives the confirmed credit, the amount cannot be recalled by FinPe. Merchant-customer disputes must be settled between the parties directly.

Domestic Money Transfer (DMT)

IMPS / NEFT transfers to any bank account across India
Auto-Reversal on Failure Non-Cancellable Once Sent
Refund Eligible Cases
  • Transaction status is Failed or Timed Out but amount was debited from the sender's wallet/account.
  • Transfer rejected by the beneficiary bank (invalid account/IFSC).
  • Double charge for a single transaction due to network error.
  • Amount deducted but transaction ID shows "Pending" beyond 24 hours.
Not Eligible for Refund
  • Transfer successfully credited to the beneficiary account.
  • Transfer to wrong account due to incorrect details entered by the user.
  • Transaction completed but customer regrets sending money.
  • Beneficiary account frozen or blocked by their bank (funds returned automatically).
  • Service/convenience charges levied on the transaction.
T+1 Failed IMPS auto-reversal (NPCI mandate)
3–5 Days NEFT rejected transfers returned by RBI
5–7 Days Manual dispute resolution if auto-reversal fails
Sender's Responsibility: Always verify the beneficiary's account number and IFSC code before confirming. FinPe is not liable for transfers made to an incorrect account due to user error. We recommend double-checking all details on the confirmation screen.

Indo-Nepal Money Transfer

Cross-border remittance from India to Nepal via authorised corridors
Manual Review Non-Cancellable Once Processed
Refund Eligible Cases
  • Transaction failed at the Nepal corridor (partner payout network down).
  • Beneficiary not found in Nepal's payment network / invalid Wallet ID.
  • Amount debited but remittance not initiated — platform-side error.
  • Duplicate transaction within the same session.
  • Transaction held due to compliance review — amount returned if rejected.
Not Eligible for Refund
  • Remittance successfully paid out to beneficiary in Nepal.
  • Transfer sent to wrong Nepal mobile wallet due to incorrect number entered.
  • FX conversion charges and service fees — non-refundable.
  • Delays caused by Nepal-side payout partner (outside FinPe's control).
24–48 Hrs Failed transaction detection & hold
5–10 Days Refund via partner settlement to sender's wallet
Up to 15 Days Compliance-held refunds after RBI reporting
Indo-Nepal remittances are governed by RBI's cross-border remittance framework and NPCI's IMPS-Nepal guidelines. KYC of sender is mandatory. Refunds for failed international transfers may take longer due to partner bank settlement cycles.

Utility Payment Services

Electricity · Water · Gas · Broadband · DTH · Mobile Recharge via BBPS
Auto-Reversal on Failure No Cancellation Post-Payment
Refund Eligible Cases
  • Amount debited but payment not confirmed by the biller (BBPS pending/failed).
  • Duplicate payment for the same Consumer/CA Number in the same session.
  • Wrong biller selected but payment processed — before biller acknowledgement.
  • Mobile recharge credited to wrong number due to platform error.
  • Payment confirmed by FinPe but not received by biller within 48 hours.
Not Eligible for Refund
  • Bill successfully paid and confirmed by the utility provider (electricity board, TRAI, etc.).
  • Mobile recharge/DTH credit successfully applied.
  • Overpayment of bill — contact your utility provider directly for adjustment.
  • Wrong Consumer Number entered by the user.
  • Convenience fees charged by FinPe or the BBPS biller.
T+1 BBPS failed transaction auto-reversal
3–5 Days Disputed biller payment resolved
48 Hours Raise dispute if biller hasn't acknowledged
Utility bill payments are processed through BBPS (Bharat Bill Payment System) operated by NPCI. Refunds on failed BBPS transactions are mandated to be reversed within T+1 business day. Please keep your BBPS Transaction ID for all disputes.

Micro ATM

Debit Card–based Cash Withdrawal & Balance Enquiry via Swipe Machine
Card Bank Dispute Non-Reversible Once Dispensed
Refund Eligible Cases
  • Card debited but cash not dispensed by the retailer/machine.
  • Transaction declined after PIN entry but amount held/blocked on card.
  • Double debit on same card within the same session.
  • Technical failure mid-transaction resulting in partial or no cash output.
Not Eligible for Refund
  • Cash successfully handed over to the customer.
  • Transaction declined — card not charged (authorization hold releases in 3–5 days).
  • Wrong PIN entered — no charge incurred.
  • Balance enquiry — no monetary transaction involved.
48 Hours Report cash-not-dispensed to FinPe support
5–7 Days Dispute raised with acquirer bank
7–10 Days Reversal credited to customer's card account
Micro ATM disputes involve the customer's card-issuing bank. FinPe will raise a chargeback on the customer's behalf. Please provide the card last 4 digits, transaction amount, date/time, and retailer location when raising a dispute.

PAN Card Application

New PAN / Correction / Reprint via NSDL & UTIITSL
Cancellable Before Submission Non-Refundable After Processing
Refund Eligible Cases
  • Application not yet submitted to NSDL / UTIITSL — cancel within 2 hours.
  • Amount debited but application form was not generated due to technical error.
  • Duplicate payment for the same application (double-click/network timeout).
  • Application rejected by NSDL/UTIITSL due to document issues — government fee refunded per their policy.
Not Eligible for Refund
  • Application already submitted to NSDL / UTIITSL (status: Submitted / Under Process).
  • PAN card already dispatched or downloaded.
  • FinPe's service/processing fee — non-refundable at all stages.
  • Errors in application (name, DOB, photo) due to user input mistakes.
  • Correction applications rejected due to mismatched supporting documents.
2 Hours Window to cancel before NSDL/UTIITSL submission
5–7 Days Refund for pre-submission cancellations
Per NSDL Government fee refund for rejected applications
PAN applications are forwarded to NSDL/UTIITSL within 2 hours of successful payment. Cancellations must be requested immediately via support@finpe.net or +91-8154818585. Government fees (₹107 domestic / ₹1,017 NRI) are subject to NSDL/UTIITSL's own refund policy.

Insurance

Motor · Health · Life · Travel Insurance from India's top insurers
Free-Look Cancellation IRDAI Governed
Refund Eligible Cases
  • Free-Look Period (15 days): Cancel any life / health / travel policy within 15 days of policy issuance for a pro-rata refund of the premium.
  • Policy Not Issued: If premium was collected but policy document was not generated within 48 hours due to insurer error — full premium refunded.
  • Duplicate Policy: Two policies issued for the same risk period — second policy cancelled and premium refunded.
  • Motor (New): Cancellable within 15 days if vehicle registration is cancelled before policy start date.
Not Eligible for Refund
  • Policies cancelled after the Free-Look Period (15 days from issuance).
  • Motor insurance renewal — no free-look period applicable.
  • Policy where a claim has already been filed or is in progress.
  • FinPe's service/aggregation fee and GST (18%) — non-refundable.
  • Group or corporate policies — governed by separate agreements.
  • Travel insurance after the journey commencement date.
15 Days Free-Look Period to cancel without penalty
7–14 Days Free-Look refund processed by insurer
48 Hours Policy-not-issued refund initiated by FinPe
Free-Look cancellations are governed by IRDAI (Insurance Regulatory and Development Authority of India) regulations. The refund amount equals the premium paid minus proportionate risk premium for the period on cover and medical examination costs, if any. Contact the insurer directly for Free-Look requests — FinPe will assist in coordination.

Travel Bookings

Train (IRCTC) · Flight · Bus · Hotel Bookings
Fare Rules Apply Provider T&C Govern

🚂 Train Tickets (IRCTC)

Eligible for Refund
  • Train cancelled by Indian Railways — full refund automatically by IRCTC.
  • Passenger cancels e-ticket more than 48 hours before departure — refund per IRCTC cancellation slab.
  • TDR (Ticket Deposit Receipt) filed for train late by 3+ hours or failure to board.
  • Waitlisted ticket not confirmed at chart preparation — auto-refunded.
Not Eligible
  • Cancellation within 4 hours of departure — no refund (IRCTC rule).
  • No-show at station after ticket confirmed.
  • Tatkal tickets — no refund except train cancellation by Railways.
  • FinPe service fee on ticket booking — non-refundable.

✈️ Flights

Eligible for Refund
  • Flight cancelled by airline — full refund per airline policy.
  • Refundable fare booked — cancellation charges as per airline slab.
  • Significant schedule change (>3 hours) by airline — full refund option.
  • Booking failed but amount debited — full refund within 5–7 working days.
Not Eligible
  • Non-refundable/saver fares — no refund on cancellation.
  • No-show at airport or missed check-in window.
  • FinPe's booking convenience fee — non-refundable.
  • GST charged on the ticket price — non-refundable.

🚌 Bus & 🏨 Hotel

Governed by Operator / Property
  • Bus cancellations follow the respective bus operator's cancellation policy (shown at booking).
  • Hotel cancellations depend on the property's policy — Free Cancellation, Partial Refund, or Non-Refundable as shown on the booking page.
  • FinPe displays the operator/property policy during checkout — review before confirming.
  • Refunds for cancelled bus/hotel bookings: 5–21 working days depending on operator settlement.
Auto IRCTC waitlist & train cancellation refunds
5–7 Days Failed bookings refunded to original account
7–21 Days Flight / hotel / bus cancellation refunds
Travel refunds are largely governed by third-party providers (IRCTC, airlines, bus operators, hotels). FinPe acts as an aggregator and will facilitate refund requests, but the actual refund timeline depends on the provider. Always read the fare/cancellation rules shown at the time of booking.

Cash Management Services (CMS)

Cash Deposit & Cash Management for Businesses & Retailers
Non-Reversible Once Confirmed Discrepancy Dispute Allowed
Refund Eligible Cases
  • Cash deposited but account not credited — raise within 24 hours with deposit slip.
  • Amount credited differs from the amount deposited (discrepancy).
  • Duplicate entry due to system glitch — verified by the CMS partner.
  • Deposit rejected by bank due to soiled/mutilated notes — confirmed by teller.
Not Eligible for Refund
  • Cash deposit confirmed and credited to the correct account.
  • Discrepancy raised beyond 24 hours of the transaction without proof.
  • Counterfeit notes detected during deposit — confiscated per RBI regulations.
  • Withdrawal transactions already completed.
  • Service charges for CMS operations — non-refundable.
24 Hours Window to report discrepancy with deposit slip
3–5 Days Investigation with CMS partner & bank
5–7 Days Resolution & account adjustment if discrepancy confirmed
Always retain your physical deposit receipt/slip for CMS transactions. Discrepancy claims without a valid deposit slip or third-party verification cannot be processed. Contact your FinPe Relationship Manager within 24 hours of the deposit for fastest resolution.

Device Orders

Micro ATM · Biometric Device · POS Terminal · Sound Box & Other FinPe Hardware
7-Day Return Window Physical Inspection Required

📦 Order Cancellation

Can Be Cancelled
  • Order cancelled before dispatch from our warehouse — full refund, no questions asked.
  • Order placed but payment confirmation failed — auto-cancelled within 24 hours.
  • Wrong device model ordered — cancel within 2 hours of placing the order.
  • Duplicate order placed in error — cancel the duplicate before dispatch.
Cannot Be Cancelled
  • Order already shipped / dispatched — initiate a return instead.
  • Customised or specially configured devices (custom branding, pre-loaded retailer ID).
  • Bulk orders of 5+ devices once the dispatch process has begun.
  • Devices purchased under a special promotional or subsidised scheme.

🔄 Returns & Refunds

Eligible for Return / Refund
  • Device received in damaged condition — report with unboxing photo/video within 48 hours of delivery.
  • Device is Dead on Arrival (DOA) — does not power on or is non-functional out of the box.
  • Wrong device model / colour delivered by FinPe's logistics partner.
  • Missing accessories in the box (power adapter, USB cable, manual) as listed on order page.
  • Device returned within 7 days of delivery in original, unused condition with all original packaging.
  • Manufacturing defect identified within 30 days of delivery (confirmed by FinPe technician).
Not Eligible for Return / Refund
  • Device physically damaged by the user after delivery (broken screen, water damage, bent body).
  • Return requested after 7 days of delivery (except manufacturing defect within 30 days).
  • Device has been activated and used for live transactions.
  • Tampered serial number, removed warranty sticker, or opened hardware.
  • Device purchased without original packaging (retail box, accessories, documents).
  • Defects caused by use of non-FinPe-approved SIM card, power adapter, or software.
  • Shipping / logistics charges paid at the time of order — non-refundable.

🚚 How to Initiate a Return

Step-by-Step Return Process
  • Step 1 — Report: Email support@finpe.net with your Order ID, device serial number, issue description, and clear photos/video of the defect or damage within 48 hours of delivery.
  • Step 2 — Approval: FinPe support team reviews and approves the return request within 2 working days.
  • Step 3 — Pickup: FinPe arranges a reverse logistics pickup from your registered address at no cost to you (for eligible returns).
  • Step 4 — Inspection: Returned device is inspected at our service centre within 3–5 working days of receipt.
  • Step 5 — Refund / Replacement: On successful inspection, choose between a full refund or a replacement device. Refund initiated within 5–7 working days.

🛡️ Warranty & After-Sales

Warranty Coverage
  • Micro ATM & Biometric Device: 1-year manufacturer warranty from date of delivery.
  • POS / mPOS Terminal: 1-year warranty; battery not covered after 6 months.
  • Sound Box / Peripheral: 6-month warranty on hardware defects.
  • Warranty service is carried out at FinPe-authorised service centres.
Warranty Void If
  • Device opened or repaired by unauthorised technician.
  • Firmware modified or unofficial software installed.
  • Damage from water, fire, power surge, or physical misuse.
  • Serial number label is removed, defaced, or tampered.
2 Hours Cancel before dispatch (wrong model / duplicate)
48 Hours Report DOA / damaged device after delivery
7 Days Return window for unused device (original packaging)
5–7 Days Refund after successful inspection at service centre
Important: Always record an unboxing video when receiving a FinPe device. This is your primary evidence for DOA or damaged-in-transit claims. Claims without photographic or video evidence of the defect at the time of unboxing may not be accepted.

Payment Gateway (PG)

Online Collections via UPI · Cards · Net Banking · Wallets for Merchants & Businesses
Auto-Reversal on Failure Merchant-Initiated Refund
Note: For Payment Gateway transactions, the merchant (FinPe partner) is responsible for initiating customer refunds through the FinPe Merchant Dashboard. End-customers must contact the merchant directly. FinPe processes the refund on behalf of the merchant once instructed.
Refund Eligible Cases
  • Payment deducted from customer but order/service not delivered by the merchant.
  • Transaction marked Failed / Timed Out but amount debited from customer's account.
  • Duplicate charge for the same order (double-click / gateway timeout).
  • Customer returned product / cancelled service — merchant initiates refund via dashboard.
  • Overpayment collected by merchant — partial refund of excess amount.
  • Disputed chargeback raised by customer's bank — subject to chargeback resolution process.
Not Eligible for Refund
  • Payment successfully settled to merchant and service/goods delivered — no auto-refund.
  • Transaction declined — amount was never debited (authorization hold releases in 3–5 days).
  • Merchant's PG settlement fees, MDR (Merchant Discount Rate), and GST — non-refundable.
  • Refund period exceeded — refunds must be initiated within 180 days of the original transaction.
  • Fraudulent chargeback claims proven to be invalid after bank investigation.

💳 Refund Timeline by Payment Mode

Instant–1 Day UPI refunds via NPCI UPI mandate
5–7 Days Debit / Credit Card refunds (card-issuing bank)
3–5 Days Net Banking / Wallet refunds
T+1 Day Auto-reversal for failed / timed-out transactions

⚖️ Chargeback Process

How Chargebacks Are Handled
  • Customer raises dispute with their bank → Bank notifies FinPe's acquiring partner.
  • FinPe forwards the chargeback notice to the merchant within 3 working days.
  • Merchant must provide transaction proof / delivery evidence within 7 days of notice.
  • If merchant provides valid proof → chargeback is contested and amount retained.
  • If merchant does not respond or proof is insufficient → amount is reversed to the customer.
  • Full chargeback cycle: typically 30–90 days as per card network (Visa/Mastercard/RuPay) rules.
Merchants are liable for chargebacks on their PG account. Excessive chargeback ratios (above 1%) may result in temporary hold on settlements or PG account review as per RBI Payment Aggregator guidelines.

Payout Services

Bulk Payouts · Vendor Payments · Salary Disbursement · Agent / Retailer Commissions via IMPS · NEFT · UPI
Auto-Return on Failure Non-Reversible Once Credited
Note: Payout transactions are outgoing transfers initiated by the business/merchant from their FinPe Payout Wallet to beneficiaries (vendors, employees, agents). Once funds are credited to the beneficiary's account, the transaction cannot be reversed by FinPe.
Refund / Return Eligible Cases
  • Payout marked Failed — beneficiary account invalid, closed, or IFSC incorrect.
  • Payout rejected by beneficiary's bank — funds auto-returned to Payout Wallet.
  • Transaction stuck in Pending state beyond 24 hours without settlement.
  • Duplicate payout disbursed to the same beneficiary in the same batch.
  • Payout initiated to a blocked / frozen account — returned by the receiving bank.
  • Amount deducted from Payout Wallet but IMPS/NEFT/UPI not initiated due to system error.
Not Eligible for Refund
  • Payout successfully credited to the beneficiary's bank account or UPI ID.
  • Wrong beneficiary details entered by the merchant/operator — user's responsibility.
  • Payout to correct account but merchant disputes the business transaction — civil matter.
  • FinPe's payout transaction fees and GST — non-refundable in all cases.
  • Commission payouts already credited to agent / retailer accounts.
  • Salary / vendor payments confirmed as received by beneficiary.

⏱️ Auto-Return & Refund Timelines

Instant UPI payout failure — amount returned to Payout Wallet
T+1 Day IMPS failed payout — NPCI auto-return mandate
1–3 Days NEFT returned by RBI due to invalid account
3–7 Days Manual dispute for stuck / unresolved payouts

📋 Bulk Payout — Special Provisions

Rules for Bulk / Batch Payouts
  • Pre-validation: FinPe validates beneficiary account & IFSC before processing bulk files. Invalid records are rejected before debit — no charge for rejected rows.
  • Partial Batch Success: If some payouts in a batch succeed and others fail, only the failed amounts are returned to the Payout Wallet. Successful ones are non-reversible.
  • Duplicate Detection: FinPe's system flags duplicate beneficiary + amount + reference combinations within a 24-hour window. Duplicates are held for merchant review before processing.
  • Cut-off Times: NEFT batches follow RBI's half-hourly settlement window. Payouts submitted after 7:30 PM IST are processed in the next working day's first batch.
  • Holiday Schedule: Payouts via NEFT are not processed on RBI-declared bank holidays. IMPS and UPI payouts run 24×7×365.
Failed / returned payouts are automatically credited back to your FinPe Payout Wallet — available for re-use immediately. No manual claim required for auto-returned transactions. You will receive an SMS and email notification for every auto-return.

General Provisions

Policies that apply uniformly across all FinPe services.

Original Payment Reversal

All approved refunds are credited exclusively to the original payment source — UPI ID, bank account, debit card, or FinPe wallet. We do not issue cash refunds or transfer to a different account.

Non-Refundable Charges

GST (18%), platform convenience fees, service charges, and third-party processing fees are strictly non-refundable under all circumstances, even if the underlying transaction is refunded.

Fraud / Unauthorised Transactions

Report unauthorised transactions within 24 hours by calling +91-8154818585. FinPe will freeze the account and initiate a zero-liability claim as per RBI guidelines for eligible cases.

Governing Law

This policy is governed by the laws of India. Disputes are subject to the jurisdiction of courts in Greater Noida, Uttar Pradesh. Before litigation, try our 3-tier grievance process.

Policy Updates

FinPe may update this policy at any time. Material changes are notified via email or in-app notification. Continued use of services after changes implies acceptance of the updated policy.

Grievance Redressal

Level 1: support@finpe.net — 7 working days.
Level 2: Escalate with "Grievance" in subject — 15 working days.
Level 3: RBI Ombudsman / IRDAI for regulated matters.

Need Help with a Refund?

Our team is available Monday – Saturday, 10 AM to 6 PM IST. For urgent refund matters, email or WhatsApp us — typical response within 4 business hours.

support@finpe.net +91-8154818585 Raise a Ticket
Registered Address
DSEWA SERVICES INDIA PRIVATE LIMITED
T3, B1212, NX One, Plot No-17,
Techzone-4, Greater Noida (West),
Uttar Pradesh — 201306