Fair & Transparent Refunds
At sobhapay, we strive to provide seamless payment services. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.
Refund Overview
Our refund policy is designed to be fair and transparent. Refunds are processed based on:
Transaction Nature
The type of service and transaction involved
Legal Requirements
Compliance with RBI and financial regulations
Error Type
Whether the issue was technical or user-initiated
Timing
When the refund request was submitted
Important: Refund eligibility varies by service type. Please refer to service-specific policies below.
Eligibility Criteria
Refunds may be issued in the following situations:
Eligible for Refund
- Transaction failed but amount was debited
- Duplicate transaction charges
- Service fee charged incorrectly
- Technical error on our platform
- Service was not delivered as promised
- Merchant cancellation before service delivery
Not Eligible for Refund
- Transaction completed successfully to intended recipient
- User error in entering recipient details (after confirmation)
- Refund requested after settlement period
- Service fees for successful transactions
- Transactions older than 90 days
- Change of mind after successful transaction
Refund Request Process
Follow these steps to request a refund:
Submit Request
Log in to your account and navigate to the transaction history. Click on the affected transaction and select "Request Refund"
Provide Details
Fill out the refund request form with transaction ID, reason for refund, and any supporting documentation
Verification
Our team will verify your request and may contact you for additional information within 2-3 business days
Processing
Once approved, the refund will be initiated to your original payment method
Confirmation
You'll receive a confirmation email and SMS when the refund is processed
Processing Timelines
Note: Credit times depend on your bank's processing speed. Some banks may take longer during holidays or weekends.
Service-Specific Refund Policies
BBPS (Bill Payment)
- Failed Payment: Full refund if biller didn't receive payment
- Duplicate Payment: Refund for extra charge within 7 days
- Processing Time: 7-10 business days
Payout Services
- Bulk Payout: Refund for individual failed transactions
- Scheduled Payout: Cancellable before execution
- Processing Time: 3-5 business days
Mobile Recharge
- Instant Refund: If recharge fails or is not processed
- Pending Status: Auto-refund within 24 hours if operator confirmation is not received
- Processing Time: 1-3 business days
Non-Refundable Items
Non-Refundable Charges
- Service fees for successfully completed transactions
- Monthly subscription or account maintenance fees
- Third-party gateway or processing fees
- Convenience fees
- Account setup or activation fees
- Premium feature charges after usage
Dispute Resolution
Contact Support
Reach out to our customer support team with your concerns
Escalation
Request escalation to our disputes team for review
Final Review
Senior management will review and provide final decision
Escalation Timeline
Disputes are typically resolved within 15 business days from the date of escalation.
Need Help with a Refund?
Our support team is here to assist you with refund requests:
Phone
+91 123 456 7890Support Hours: Monday-Saturday, 9 AM - 9 PM IST