Refund & Cancellation Policy

This policy explains when charges on NearPe are refunded, how refunds are made and how long they take. It applies to our website, mobile app and APIs, and is part of our Terms & Conditions.

1. How refunds are made

• Refunds for services are credited to your wallet, usually automatically as soon as the failure is confirmed. Any commission earned on that transaction is reversed at the same time.
• You can see every debit and refund in Wallet Ledger / Reports in the panel or app, with the order ID.
• Money added to your wallet is refunded to your bank or payment source only in the cases described in sections 2 and 9.

2. Adding money to the wallet

• If your bank or UPI account was debited but your wallet was not credited, the payment is usually reconciled and credited automatically within 24 hours.
• If it is still not credited, the payment gateway refunds the amount to the original payment source, normally within 5–7 working days (bank timelines may vary). Contact us with the payment reference / UTR number if it does not arrive.
• Money successfully added to the wallet cannot be withdrawn to a bank account, except when you close your account (section 9).

3. Mobile and DTH recharge

Status	What happens
Success	Final. It cannot be cancelled or refunded because the operator has already applied the recharge.
Failed	The full amount is refunded to your wallet automatically.
Pending	Usually resolved within a few minutes, and at most within 72 hours: either completed or refunded to your wallet.

A recharge made successfully to a wrong number or wrong operator entered by you cannot be refunded. If a recharge shows Success but was not received, raise a dispute from Recharge History → Dispute within 7 days; we will take it up with the operator, and any refund the operator approves is credited to your wallet.

4. Bill payments (BBPS)

• A successful bill payment is final and cannot be cancelled. It is credited by the biller as per their own timelines, usually within 2–3 working days.
• A failed payment is refunded to your wallet automatically. A pending payment is completed or refunded as soon as the biller confirms, usually within 72 hours.
• If the biller has not credited a successful payment, raise a complaint with us and quote the BBPS reference ID, and we will follow it up through the Bharat BillPay complaint process.

5. PAN card applications (NSDL / UTIITSL)

• The application charge is taken when you start the application.
• If the application cannot be started (for example because of a technical error), the charge is refunded to your wallet immediately.
• If the applicant does not complete eKYC / eSign and the agency marks the application failed or incomplete, the charge is refunded automatically once that status is confirmed. This check starts about 30 minutes after the application.
• If UTIITSL refunds or reverses an application, the amount is credited back to your wallet automatically.
• Once the application has been submitted and an acknowledgement number issued, it cannot be cancelled or refunded, because the fee has been paid to the agency. Rejection by the Income Tax Department or the agency because of wrong or mismatched details is also not refundable.

6. Verification services

You are charged only when a verification returns a result. Failed or invalid requests are free. A result that has been delivered cannot be refunded, even if the record says the document or account does not exist, because the lookup has already been done.

7. SMS OTP (API)

You are charged only when the message is accepted for delivery. Requests with an invalid number or code, or that the SMS provider rejects, are not charged. Messages that were accepted cannot be refunded.

8. Onboarding, activation and account-opening charges

• Agent onboarding and service activation charges are refunded in full if onboarding fails. Once onboarding or activation succeeds, they are non-refundable.
• NSDL Payments Bank account-opening charges are refunded if the account is not opened (for example, if the customer does not finish eKYC). Once the account has been opened, they are non-refundable.

9. Closing your account

When you close your account (see Delete Account), we first complete or refund any pending transactions. Your remaining wallet balance, excluding any amount under dispute or on hold for investigation, is transferred to a bank account in your own name, which you confirm through KYC, within 7–15 working days. We do not charge any fee for this.

10. Cancellation

Our services are processed instantly, so a request cannot be cancelled once you have confirmed it. Please check all details carefully before confirming.

11. Wrong credits, chargebacks and fraud

• If money or a refund is credited to your wallet by mistake, we may reverse it.
• If you raise a chargeback with your bank for a wallet top-up that was successfully credited, we may put a hold on the wallet balance until it is resolved.
• Transactions under investigation for fraud may be held or reversed, as described in our Terms & Conditions.

12. How to ask for a refund or raise a complaint

• In the panel or app: Complaint / Help section, or Dispute on the transaction.
• Or contact us using the details below, with your registered mobile number, the order ID and a short description.

We acknowledge every request within 48 hours and resolve it within 30 days. Most refunds are processed much faster.