Refund Policy

Effective Date: 01 November 2025 Version 0012025 Platform: Sahaj IT Innovations BBPS Bill Payment Services (“Sahaj BBPS Platform”) Regulatory Framework: RBI (BBPS) Directions, 2024; BBPS Procedural Guidelines; RBI TAT & Compensation for failed digital payment transactions.

Important: In BBPS, bills are services/financial transactions, not physical goods. So “return” means reversal/refund/correction of a bill payment.

1. Scope of This Policy

This policy applies to all BBPS transactions initiated through Sahaj BBPS Platform, including: Utility bill payments (electricity, water, gas) Telecom / DTH / broadband FASTag, NCMC, education, insurance, loan repayments Municipal taxes, government billers, donations, and other BBPS categories Payments made via UPI, debit/credit card, net-banking, wallets, AEPS/cash at assisted points (where enabled)

2. Key BBPS Concepts (in simple words)

Bill Reference Number (BRN): Unique BBPS receipt/reference generated for every transaction; required for complaints.
Failed Transaction: Payment not fully completed or not credited to biller/beneficiary for reasons not attributable to customer. ODR System: BBPS uses a centralized, rule-based Online Dispute Resolution mechanism with tracking reference number. Refund Mechanism: For transactions routed through BBPCU, refunds are processed through BBPS Credit Adjustment process.

3. When a Transaction Can Be “Returned” (Refund/Reversal/Correction)

You may request a refund/reversal if any of these occur:
3.1 Failed but Amount Debited
Your bank/UPI/card shows debit, but BBPS status shows Failed / Pending / Not Confirmed.
3.2 Successful but Not Posted to Biller BBPS receipt shows success, but biller still shows unpaid or late fee applied.
3.3 Duplicate Payment Same bill paid twice (same account/consumer number & period).
3.4 Wrong Bill/Consumer Number Paid Payment made to incorrect customer ID due to input mistake. Note: This is handled as a dispute; refund depends on biller confirmation.
3.5 Partial / Excess Payment Issues Amount mismatch vs biller’s allowed exactness or plan configuration.

4. Cases Where Refund/Reversal May Not Be Allowed

Refunds may be declined if: Transaction is successful and biller confirms correct posting. Customer entered the wrong identifier and biller cannot reverse (category rules may prevent reversals). Dispute is raised after allowed time window. Suspicion of fraud, misuse, or repeated abuse (see Section 12). Service already consumed where biller policy prohibits reversal.

5. Time Limits to Raise a Complaint

You should raise a dispute as soon as possible via Sahaj BBPS Platform.
BBPS requires that transaction data be retrievable for at least one year for complaint purposes.
Category-specific dispute windows may apply based on biller type.

6. How to Raise a Refund / Dispute Request

Go to Raise Dispute and provide details via email to Raise Dispute/Refund Provide following Details:
Enter BRN and select reason.
Upload proof if asked (screenshots, biller statement). Submit.
Assisted / Agent Channel (if enabled) Provide BRN and details at the Sahaj service point/partner outlet; they will lodge dispute in BBPS ODR.
Tracking
After lodging, you will receive a Dispute Reference Number to track status.

7. Resolution & Refund Timelines (TAT)

Sahaj BBPS Platform and participating BOUs/COUs must follow RBI’s Turn-Around-Time (TAT) framework for failed transactions. Typical timelines (indicative) Auto-reversal for most failed digital payments: T+1 to T+7 working days depending on payment Some categories/billers can take longer where biller confirmation is required. Customer compensation If refund/reversal is delayed beyond RBI-prescribed TAT, customer is eligible for ₹100 per day of delay (as per RBI failed-transaction compensation framework).

8. Refund Method

Refunds are processed to the same source used for payment: UPI → UPI account
Card → original card/bank account
Wallet → same wallet
Netbanking/IMPS/AEPS → original bank account
Cash at assisted point → bank credit/UPI to customer (as per outlet process)
Refunds for BBPCU-routed transactions are done via BBPS Credit Adjustment mechanism.

9. Refund Status Categories

You may see any of these states:
Open / Under Review – dispute registered, verification pending Resolved – Refund Approved – credit adjustment initiated Resolved – Rejected – biller/BBPS confirmed correct posting Pending Biller Confirmation – biller review required

10. Special Scenarios

10.1 Deemed Success / Late Posting
If BBPS shows success and biller posts later, dispute may be closed without refund once confirmation arrives.
10.2 Duplicate Payment
If biller confirms duplicate, refund or adjustment is initiated.
Some billers adjust credit to next cycle instead of cash refund.
10.3 Wrong Customer ID
Sahaj will raise dispute to concerned BOU/biller.
Refund depends on biller approval and category rules.

11. Platform Convenience Fees

If a transaction is refunded due to system failure / seller-side error, platform convenience fee (if any) will also be refunded. If refund is due to customer error (wrong identifier/duplicate due to customer action), convenience fee may be non-refundable unless biller permits otherwise.

12. Fraud, Abuse & Risk Control

Sahaj may suspend/refuse refunds if there is evidence of:
Multiple disputes on identical patterns
False claims or manipulated screenshots
Chargeback abuse
Suspicious activity flagged by BBPS/risk systems
Such cases may be escalated through BBPS dispute framework and/or law-enforcement if required.

13. Escalation Matrix

If not satisfied:
Level 1: Sahaj BBPS Support
Level 2: Concerned BBPOU / BOU via BBPS ODR
Level 3: BBPCU (NPCI Bharat BillPay / Bharat Connect) escalation
Level 4: RBI Ombudsman / Regulatory grievance routes (as applicable)
BBPS provides centralized escalation governance through ODR.

14. Customer Support

Email: support@sahajitinnovations.com
Please share BRN, date/time, amount, biller name, and payment mode for quick resolution.

15. Policy Updates

This policy is subject to change to remain aligned with RBI/NPCI Bharat BillPay circulars, BBPS Procedural Guidelines, and applicable laws. Latest version will be published on Sahaj BBPS Platform.