The short version
- If a payment is declined, the money returns to your DonePay balance automatically — usually at once, and within 7 working days at most.
- Successful recharges, bill payments and transfers cannot be cancelled.
- Paid but the service never arrived? Raise a claim with your transaction reference within 30 days.
- We acknowledge every claim within 48 hours.
What this policy covers
This policy applies to every transaction made through DonePay Wallet — mobile and DTH recharges, utility bill payments, FASTag top-ups, money transfers and adding money to your wallet. It forms part of our Terms of Use.
How refunds work
DonePay is a technology platform: when you pay, we pass your instruction to an Operator, Biller or Payment Partner. So:
- if the Operator or Biller declines the payment, the amount comes back to your Wallet;
- if the Operator or Biller accepts the payment and delivers the service, the payment is final and we cannot reverse it; and
- if money was debited but the service was not delivered, we trace it and, once that is confirmed, refund it.
Failed payments
A payment has failed when the Operator, Biller or Payment Partner explicitly declines it. When that happens:
- the amount is credited back to your DonePay balance automatically, usually within minutes;
- any convenience fee charged on that payment is reversed with it; and
- the reversal appears in your transaction history against the original reference number.
You do not need to do anything. If the money has not appeared within the timelines in How long refunds take, raise a claim as described in Raising a refund claim.
Pending payments
Some Operators and billing systems confirm a payment later rather than instantly, so it can show as pending for a while before it settles.
Please do not pay again while a payment is pending Repeating a pending payment can lead to a duplicate recharge or a double bill payment, which the Operator may treat as valid and non-refundable. Wait for the status to settle, or contact us first.
Pending payments are normally resolved within 24 to 48 hours. If one is still pending after 48 hours, send us the reference number and we will follow it up with the provider.
How long refunds take
It depends on where the money has to travel back from. Once we start a refund to a bank account or card, the timing of the credit is controlled by the receiving bank.
| What happened | Refunded to | Usual timeline |
|---|---|---|
| Recharge or bill payment declined by the Operator | DonePay balance | Instant to 24 hours |
| Pending payment later confirmed as failed | DonePay balance | Up to 7 working days |
| Money transfer returned by the receiving bank | DonePay balance | 1 to 7 working days |
| Bank or card debited for a top-up but wallet not credited | Original payment method or wallet | 3 to 7 working days |
| Refund to a bank account, card or UPI (where applicable) | Original payment method | 5 to 10 working days after we start it |
Working days exclude Sundays and bank holidays. Delays caused by the receiving bank, card network or Operator are outside our control, but we will keep chasing them for you until the matter is closed.
Cancellations
Recharges, bill payments and money transfers are carried out in real time and cannot be cancelled once you confirm them. There is no cooling-off period, because the instruction has already left our platform.
Please check the number, consumer ID, beneficiary details and amount carefully on the confirmation screen before you authorise a payment.
Payments to the wrong details
If you enter the wrong mobile number, consumer number, subscriber ID or bank account number and the payment succeeds, the service has been delivered to the details you gave. These payments are generally not refundable.
If you ask us, we will:
- give you the transaction evidence and reference number you need to pursue it;
- raise a recovery request with the Operator or receiving bank where such a process exists; and
- keep you updated on the outcome.
Recovery depends entirely on the third party and the recipient co-operating. We cannot guarantee it, and we do not cover losses caused by details entered incorrectly.
Wallet top-up problems
If your bank or card was debited while adding money but your DonePay balance did not go up:
- allow for the settlement cycle — most of these resolve on their own within 24 hours;
- if the balance is still missing, raise a claim with the bank reference number (UTR / RRN) from your statement; and
- we will reconcile with the Payment Partner and either credit your Wallet or, if the money never reached us, confirm the reversal your bank will process.
What cannot be refunded
- Recharges, bill payments and transfers that were delivered successfully — including those made to details you entered incorrectly.
- Cashback, promotional credit, reward points and referral bonuses, which have no cash value and cannot be withdrawn.
- Convenience fees and gateway charges on successful payments.
- Amounts forfeited because of a breach of our Terms of Use, including abuse of offers or fraud.
- Charges made separately by your own bank, card issuer or network.
Closing your account
If you close your account — or we close it for a reason other than fraud or a breach of our Terms — any remaining balance you added yourself will be returned to your verified bank account, subject to:
- successful identity and bank-account verification;
- deduction of any amount you owe us; and
- any hold required by a regulator, court or Payment Partner.
These requests are normally completed within 15 working days of successful verification. Promotional credit is forfeited when an account closes.
Raising a refund claim
Email support@donepaywallet.com from your registered email address, or use the support option in the app, and include:
- your registered mobile number;
- the DonePay transaction reference number;
- the date, time and amount of the payment;
- the service and the number or consumer ID involved; and
- for top-up problems, the bank reference number (UTR / RRN) and a screenshot of the bank statement entry.
Claim within 30 days Please raise refund claims within 30 days of the payment. After that, Operators and banks often refuse to reopen a settled transaction, which seriously limits what we can recover for you.
We acknowledge every claim within 48 hours and aim to resolve it within 7 to 15 working days, depending on the third parties involved. If you are not happy with the outcome, you can escalate it under our Grievance Redressal process.
Chargebacks
If you raise a chargeback with your bank or card issuer for a payment we are already investigating, we may temporarily suspend your account until it is resolved, so the same amount is not recovered twice.
If a chargeback turns out to be invalid — for example, because the service was in fact delivered — we may recover the amount and any related bank penalty from your Wallet balance and restrict access to the Service.
Please contact us first. In most cases we can sort things out faster than a chargeback cycle.
Contact
For anything to do with refunds, reversals or a stuck payment:
- Acknowledgement
- Within 48 hours
- Resolution target
- 7 to 15 working days