Refund & Cancellation Policy

Recharges and bill payments on PrebPay are processed in real time and, once successful, generally cannot be cancelled or reversed. This policy explains how failed, pending or disputed transactions are refunded and how to raise a refund request.

If an amount is debited but the recharge fails, it is automatically refunded to your PrebPay Wallet, typically within a few minutes and up to 24 hours. If an operator first marks a recharge as pending and later confirms it failed, the refund is processed on that confirmation.

For bill payments made through Bharat Connect (BBPS), if a payment fails or is not credited by the biller, the refund is processed as per Bharat Connect / NPCI dispute-resolution timelines (generally within T+1 working days after confirmation). The refund is credited back to the source — your PrebPay Wallet or the original payment instrument.

If money is debited through a payment gateway (PayU, Razorpay, Cashfree) but does not reflect in your PrebPayWallet, it is auto-reconciled and credited, usually within 24 hours. Where a refund to the original instrument is required, it may take 5–7 working days depending on your bank.

• Open the app, go to History, select the transaction and choose “Raise complaint”, or visit Help & Complaint.
• For bill payments, complaints are also tracked through the Bharat Connect complaint system with a reference ID.
• Keep your transaction ID / BBPS reference handy to help us resolve faster.
• You can also reach us at support@prebpay.in or 8116613429.

• Failed recharge → PrebPay Wallet: a few minutes, up to 24 hours.
• Bill payment (BBPS) dispute: as per NPCI timelines, generally T+1 working day after confirmation.
• Wallet add-money not credited: auto-reconciled within 24 hours.
• Refund to original bank instrument: 5–7 working days, depending on your bank.

• Successful recharges/bills delivered to the correct number or consumer ID.
• Incorrect details entered by the user (wrong mobile number, consumer ID or amount).
• Convenience fees on completed transactions, where applicable.

For refund-related help, email support@prebpay.in or call 8116613429. Refunds are made only to the original source — your bank account/instrument or PrebPay Wallet — and never to a different account. Full grievance and company details appear below.