At Connectpay, we strive to provide excellent service and ensure customer satisfaction. This policy outlines our procedures for refunds and cancellations to ensure transparency and fairness for all our users.
Important Notice
Please read this policy carefully as it contains important information and guidelines for customers and merchants of Connectpay / Simfex digital private limited regarding refunds and cancellations. Connectpay / Simfex digital private limited may amend this policy from time to time, and updates will be posted on our website.
1. General Policy Overview
We make every effort to service orders placed with us according to the specifications and timelines mentioned. If due to any reason, unavoidable circumstances, or situations beyond the limitations of Connectpay / Simfex digital private limited, an order cannot be processed, the order will be cancelled and refunded subject to the terms outlined below.
2. Cancellation Policy
How to Cancel
For cancellations, please contact us via our contact form or send us an email at refund{{ strtolower(config('app.name')) }}.com.
Cancellation Timeline
- Service Cancellations: Requests must be received at least 2 business days prior to the end of the current service period
- Late Requests: Requests received later than 2 business days will be treated as cancellation for the next service period
- Transaction Cancellations: Must be requested within 24 hours of the original transaction (subject to service provider policies)
Cancellation Categories
Recharge Services
- Mobile recharges (Prepaid/Postpaid)
- DTH recharges
- Data card recharges
Transfer Services
- Domestic Money Transfer (DMT)
- International Money Transfer
- Wallet-to-wallet transfers
3. Refund Policy
Refund Commitment
We will try our best to create suitable service solutions for our clients. In case any client is not completely satisfied with our services, we may provide a refund subject to the conditions outlined below.
Refund Methods
Credit Card Payments
Refunds will be issued to the original credit card provided at the time of purchase
Processing Time: 5-7 business daysBank Transfers
Refunds will be made to the same bank account used for the original payment
Processing Time: 3-5 business daysDigital Wallets
Refunds will be credited back to the same digital wallet
Processing Time: 1-3 business daysEligible Refund Scenarios
Failed Transactions
When a transaction fails due to technical issues on our end but amount is debited
Service Unavailability
When services are temporarily unavailable due to maintenance or technical issues
System Errors
When incorrect charges are applied due to system malfunctions
Duplicate Charges
When duplicate transactions occur due to technical glitches
4. Refund Restrictions
Non-Refundable Situations
A refund/cancellation can be refused if the following conditions are met:
Services Already Rendered
When the services have already been successfully completed and delivered
Customer-Induced Issues
When the issue is caused by incorrect information provided by the customer
Outstanding Dues
When there are outstanding amounts on the merchant's account that have not been paid
Time Limit Exceeded
When refund requests are made beyond the specified time limits
5. Refund Process
Step-by-Step Process
Submit Request
Contact our support team with your transaction details and reason for refund
Verification
Our team will verify the transaction and check eligibility for refund
Processing
If approved, the refund will be processed within the specified timeframe
Confirmation
You will receive confirmation once the refund has been successfully processed
6. Dispute Resolution
Resolution Process
In case of any disputes regarding refunds or cancellations, please follow our escalation process:
- Primary Support: Contact our customer support team first
- Escalation: If unresolved, request escalation to the dispute resolution team
- Documentation: Provide all relevant transaction documents and evidence
- Resolution: We will provide a final decision within 7-10 business days
7. Service-Specific Policies
Mobile Recharge
- Refunds available only for failed transactions
- Successful recharges are non-refundable
- Wrong number recharges are customer responsibility
DTH Recharge
- Refunds available for technical failures only
- Customer ID verification required
- Package changes not eligible for refund
Money Transfer
- Failed transfers refunded within 24 hours
- Successful transfers generally non-refundable
- Bank-specific policies may apply
Bill Payments
- Refunds subject to biller policies
- Overpayments may be adjusted in next bill
- Wrong account payments are non-refundable
8. Contact Information
Document Version: 1.0 | Last Review: November 14, 2025