At UNOTAG MULTI SOLUTION PRIVATE LIMITED, customer satisfaction, financial accuracy, and transparency are our highest priorities. This Refund & Cancellation Policy defines the terms and procedures for refunds, failed transactions, and cancellations on the UNO PAY platform.

1. Mobile & DTH Recharge Refunds

• Successful Recharges: A recharge that has been confirmed as successful by the respective telecom or DTH operator cannot be canceled or refunded once processed.
• Failed Recharges: In cases where amount has been deducted from your UNO PAY wallet or payment source but the recharge fails due to operator downtime or technical timeout, the entire deducted amount is automatically refunded back to your UNO PAY wallet within 15 minutes to 24 hours.
• Pending Transactions: If a transaction status is "Pending", operator confirmation is typically received within 2 hours. If the operator eventually rejects the request, auto-reversal is triggered immediately.

2. BBPS Utility Bill Payment Settlements

• Once a utility bill payment (Electricity, Water, Gas, Broadband, Fastag, etc.) is successfully accepted by the Bharat Bill Payment System (BBPS) biller, it cannot be canceled as funds are credited directly to the utility board.
• If a bill payment fails at the biller or aggregator stage after deduction, the full transaction amount will be automatically reversed to your wallet within 24 to 48 business hours.

3. Wallet Top-Up / Add Fund Transactions

• If funds are debited from your bank account or UPI application but not reflected in your UNO PAY wallet due to gateway network interruptions, our automated bank reconciliation system will credit the wallet within 24 hours upon receiving confirmation from the payment gateway.
• If the bank gateway fails to confirm the transaction within 48 hours, the originating bank will automatically reverse the funds to your source bank account within 3 to 7 working days as per standard RBI guidelines.

4. Cancellation Policy

Due to the instantaneous nature of digital recharges, bill payments, and voucher deliveries, transactions that have been successfully processed and acknowledged by third-party operators cannot be canceled. Users are advised to double-check mobile numbers, consumer IDs, and operator circles before confirming payments.

5. How to Raise a Refund Dispute

If an un-reversed failed transaction has exceeded 24 hours, you can raise a support ticket directly:

1. Open the UNO PAY App > Navigate to Transaction History.
2. Select the disputed transaction > Click Raise Ticket / Support.
3. Alternatively, send an email to [email protected] containing your Registered Mobile Number, Transaction ID, Date, and Amount.

6. Contact Information