Refund Policy for Utility Pay Pro

Last Updated: April 28, 2025

Utility Pay Pro, is committed to providing a seamless bill payment experience. This Refund Policy outlines the conditions under which refunds may be processed for payments made through our app. By using Utility Pay Pro, you agree to the terms of this policy.

1. Scope of Refunds

Utility Pay Pro facilitates bill payments for utilities such as mobile, electricity, gas, water, broadband, DTH, insurance, Fastag, and subscriptions using Bharat Connect’s network and PhonePe as our payment aggregator. Refunds are applicable only in specific cases, such as failed or erroneous transactions, as detailed below.

2. Eligible Refund Scenarios

We process refunds in the following situations:

• Failed Transactions: If a payment fails to reach the biller (e.g., due to technical issues with Bharat Connect, PhonePe, UPI apps, or the biller’s system) and the amount is debited from your account, you are eligible for a refund.
• Duplicate Payments: If you are charged multiple times for the same bill due to an error in our app, we will refund the excess amount.
• Biller Errors: If the biller confirms an incorrect payment (e.g., wrong bill amount processed due to outdated bill data), we will coordinate a refund where applicable.

3. Non-Eligible Refund Scenarios

Refunds will not be processed in the following cases:

• Successful Payments: If the payment is successfully processed and credited to the biller, no refund will be issued, as the transaction is complete.
• User Errors: Payments made to incorrect billers, consumer numbers, or accounts due to user input errors are not eligible for refunds, as we do not control biller processing.
• Biller Policies: Some billers may not allow refunds for certain payments (e.g., prepaid mobile recharges, Fastag top-ups). In such cases, refunds are subject to the biller’s policies.
• Service Fees: Any third-party fees (e.g., UPI app or bank charges) are not controlled by Utility Pay Pro and are non-refundable.

4. Refund Process

To request a refund, follow these steps:

• Contact Support: Reach out to our support team at support@utilitypaypro.com or call +91 9016102025 within 7 days of the transaction. Provide:
  • Transaction ID (available in the Transaction History section of the app).
  • Date and time of the payment.
  • Biller details (e.g., biller name, consumer number).
  • A brief description of the issue (e.g., failed payment, duplicate charge).
• Verification: We will verify the transaction with PhonePe, Bharat Connect, and the biller to confirm eligibility. This may take up to 48 hours.
• Processing: If approved, the refund will be initiated to your original payment method (e.g., bank account linked to the UPI app) within 48 hours of verification. Refunds may take 3–7 business days to reflect, depending on your bank or UPI app provider.

5. Refund Timeline

Verification: Within 48 hours of your refund request.
Processing: Initiated within 48 hours of approval.
Completion: 3–7 business days, subject to bank/UPI app processing times.
If a refund is delayed beyond 7 business days, contact our support team for assistance.

6. Third-Party Dependencies

Utility Pay Pro relies on third parties (Bharat Connect, PhonePe, UPI apps like PhonePe, Google Pay, Paytm, and billers) to process payments. Refund timelines and success may depend on these parties’ systems and policies. We are not liable for delays or denials caused by third parties, but we will make reasonable efforts to coordinate refunds on your behalf.

7. Fraud Prevention

To protect users, we may request additional verification (e.g., proof of payment) for refund requests to prevent fraudulent claims. Utility Pay Pro reserves the right to deny refunds if fraud or misuse is suspected.

8. Contact Us

For refund requests or questions, contact us at:

• Email: support@utilitypaypro.com
• Phone: +91 9016102025

9. Changes to This Policy

We may update this Refund Policy to reflect changes in our services or regulations. The latest version will be posted on our website (utilitypaypro.com/refund-policy) with the updated date. Continued use of Utility Pay Pro after changes constitutes acceptance of the revised policy.

Note: This Refund Policy is part of our Terms and Conditions. For details on data handling, see our Privacy Policy.