0. About the Paybeez Wallet (Read First)
The Paybeez Wallet is a closed-loop, single-purpose top-up balance — it is not real money, not a bank account, and not a peer-to-peer wallet. Treat it like recharge points: it can only be used to pay for recharges and bill payments inside Paybeez. Wallet balance is non-transferable to any other person, account or wallet, and is not withdrawable to your bank, UPI, debit card or credit card. Refunds for failed services are returned to the same Wallet, not to your bank.
1. Wallet Top-up (Add Money) Refunds
- Successful wallet top-ups are non-refundable to the source (your bank/UPI/card) once credited to your Paybeez wallet, except in cases of duplicate charge, technical failure, or as required by law.
- If your bank is debited but the wallet is not credited within 30 minutes, the amount will be auto-refunded to the source within 5–7 working days per RBI Turn Around Time (TAT) guidelines.
- For duplicate / failed top-ups, raise a ticket at support@paybeez.in with the UTR / order ID. We will reconcile with the payment aggregator and refund within 5–7 working days.
2. Recharge / Bill Payment Refunds
- When you place a recharge or bill payment, the amount is debited from your wallet and the request is forwarded to the operator/biller via our upstream aggregator.
- If the operator returns SUCCESS, the transaction is considered complete and is non-refundable. The benefit (talktime, data, validity) lies with the operator.
- If the operator returns FAILURE or the operator could not be reached, the debited amount is automatically credited back to your Paybeez wallet — typically within seconds, and at the latest within 24 hours.
- For transactions that remain in PROCESSING beyond 24 hours, our reconciliation system will resolve them based on the operator callback. If unconfirmed, the amount is refunded to wallet.
3. Wrong Number / Wrong Operator Recharge
Once a recharge is sent to the operator, it cannot be reversed by us. You are responsible for verifying the mobile number, operator and circle before confirming. If you recharged the wrong number that is nonetheless valid for the chosen operator, the operator's recharge reversal policies apply — we will assist on a best-effort basis but cannot guarantee recovery.
4. Wallet to Bank Withdrawals — Not Available
The Paybeez Wallet does not support withdrawals to a bank account, UPI handle, debit card or credit card. It is a closed-loop top-up balance, not a transferable e-money instrument. Wallet money cannot be encashed, sent to another user, or moved out of Paybeez.
The only exception is at the time of permanent account closure: any residual Wallet balance, after deduction of legitimate dues and after KYC verification of the source bank account, may be returned to your verified bank account within 7–10 working days at the Company’s discretion. This is a closure-only courtesy refund and is not a general withdrawal facility. Reverse-to-source refunds may also be issued where mandated by a regulator, court, law-enforcement direction, or in cases of unauthorised top-up.
5. Refund Timelines (Summary)
- Wallet → Wallet (failed recharge): instant to 24 hours.
- Bank → Wallet failure: 5–7 working days to source.
- Wallet → Bank (special cases): 7–10 working days after KYC verification.
6. Chargebacks
Initiating a chargeback without first contacting our support team is discouraged and may result in account suspension. Please raise an issue with us first; we resolve the vast majority of disputes within 7 working days.
7. How to Request a Refund
- Email support@paybeez.in from your registered email/mobile.
- Include: your registered mobile, order ID / UTR, transaction date, amount and a brief description.
- Acknowledgement within 48 hours; resolution within 5–7 working days for wallet refunds and 7–10 working days for bank refunds.
8. Escalation
If you are not satisfied with the response, escalate to our Grievance Officer at grievance@paybeez.in. If the grievance remains unresolved for more than 30 days, you may approach the RBI Ombudsman for Digital Transactions or the relevant consumer forum.