This policy explains when amounts debited from your wallet on the VD Pay Services platform are refunded, and when a transaction can or cannot be cancelled. It should be read together with our Terms & Conditions.
1. Failed transactions
- If a recharge or bill payment fails at the operator or biller, the full amount debited is refunded automatically to your wallet, usually within a few minutes.
- Any commission credited for that transaction is reversed at the same time.
- The refund appears in your wallet transaction history with the category "refund" and the original transaction ID.
2. Pending transactions
- A transaction that shows as Pending is still being processed by the Service Provider. Please wait and do not repeat it.
- Pending transactions are normally resolved within a few minutes. In rare cases confirmation from the operator may take up to 72 hours.
- If the final status is Failed, the amount is refunded automatically as described above. If it is Success, no refund is applicable.
3. Successful transactions
- A successful recharge or bill payment cannot be cancelled or refunded, because the value has already been delivered by the operator or biller.
- This includes transactions made to a wrong mobile number, wrong subscriber ID, wrong consumer number, wrong operator or wrong amount. Please verify all details carefully before confirming.
- If a transaction shows Success on our platform but the benefit was not received, raise a dispute from the transaction page within 7 days with the operator reference number. We will take it up with the Service Provider and refund the amount if the Service Provider confirms non-delivery.
4. Wallet top-ups
- Money added to your wallet is meant for use on the platform and is not refundable to your bank account, except where a top-up payment was debited from your bank but not credited to your wallet.
- In such cases the amount is credited to your wallet automatically once the payment gateway confirms the payment, usually within 24 hours, or is returned by the gateway to the source account within 5 to 7 working days.
- Wallet balance settlement on account closure is handled as described in the Terms & Conditions, after adjustment of any dues, disputes or chargebacks.
5. Fund transfers between partners
Fund transfers from a distributor to a retailer wallet are made at the distributor's discretion and can be reversed only by the distributor or by VD Pay Services in case of a genuine error.
6. How to raise a dispute
- Log in to the portal or app and open the transaction from your transaction history.
- Use the dispute option, or contact support with the transaction ID, date, number and amount.
- Disputes are acknowledged within 24 hours and normally resolved within 7 working days, depending on the Service Provider's response.
7. Contact
For refund or dispute related queries, contact us at VDPayServices@gmail.com or +91 9844174177.