Refund Policy

HanuPay Refund Policy

At HanuPay, we strive to ensure that all transactions are processed accurately and efficiently. However, we understand that there may be situations where a refund is necessary. This policy outlines the procedures and guidelines for refunds on our platform.

1. Mobile Recharge Refunds

For mobile recharge transactions:

• Successful Transactions: If the recharge was successful (confirmed by the operator), no refund will be processed as the service has been delivered.
• Failed Transactions: If the recharge failed but your account was debited, the amount will be automatically refunded to your HanuPay wallet within 24-48 hours.
• Pending Transactions: For transactions showing as pending for more than 24 hours, you can raise a refund request through our customer support.
• Wrong Number Recharge: Recharges made to incorrect mobile numbers cannot be refunded as the service has been delivered to the provided number.

2. Bill Payment Refunds

For utility and other bill payments:

• Successful Payments: If the bill payment was successful (confirmed by the biller), no refund will be processed as the service has been delivered.
• Failed Payments: If the payment failed but your account was debited, the amount will be automatically refunded to your HanuPay wallet within 3-5 business days.
• Duplicate Payments: If you accidentally paid the same bill twice, you need to contact the biller directly for a refund of the duplicate payment.
• Incorrect Bill Details: Payments made with incorrect bill details cannot be refunded by HanuPay. You will need to contact the biller directly.

3. Money Transfer Refunds

For money transfer transactions:

• Successful Transfers: Once money has been successfully transferred to a bank account or another wallet, it cannot be reversed by HanuPay.
• Failed Transfers: If the transfer failed but your account was debited, the amount will be automatically refunded to your HanuPay wallet within 3-5 business days.
• Wrong Account Transfers: If you have transferred money to a wrong account, HanuPay cannot guarantee a refund. We will assist you in contacting the receiving bank, but the final decision rests with them.

4. Wallet Add Money Refunds

For adding money to your HanuPay wallet:

• Failed Transactions: If your attempt to add money to your wallet failed but your bank account/card was debited, the amount will be automatically refunded to your source account within 5-7 business days.
• Wallet Withdrawal: Funds added to your HanuPay wallet cannot be withdrawn or refunded to your bank account except in special circumstances as per regulatory guidelines.

5. Refund Process and Timeline

Our refund process works as follows:

• Automatic Refunds: For failed transactions, our system initiates automatic refunds based on confirmation from our payment partners.
• Manual Refund Requests: For other refund scenarios, you need to submit a refund request through our customer support.
• Refund Timeline:
  • Wallet refunds: 24-48 hours
  • Bank account/card refunds: 5-7 business days (depending on your bank's processing time)
• Refund Method: Refunds will be processed to the original payment method used for the transaction.

6. How to Request a Refund

To request a refund for eligible transactions:

1. Log in to your HanuPay account
2. Go to "Transaction History"
3. Select the transaction for which you want a refund
4. Click on "Report an Issue" or "Request Refund"
5. Fill in the required details and submit your request
6. Alternatively, you can contact our customer support through the Contact Us page

7. Information Required for Refund Requests

When requesting a refund, please provide the following information:

• Transaction ID or Reference Number
• Date and time of the transaction
• Amount paid
• Reason for the refund request
• Any relevant screenshots or evidence (if applicable)

8. Exceptions and Special Cases

The following special cases apply to our refund policy:

• Fraudulent Transactions: If you notice any unauthorized or fraudulent transaction, report it immediately to our customer support. After investigation, if the transaction is confirmed to be fraudulent, a refund will be processed.
• Technical Errors: Refunds for transactions affected by technical errors on our platform will be processed on priority.
• Regulatory Compliance: In certain cases, refunds may be subject to additional verification as per regulatory requirements.

9. Cancellation Policy

For services that allow cancellation:

• Scheduled Payments: Scheduled bill payments or recharges can be cancelled before they are processed. No refund is required as the amount is not debited until processing.
• Subscription Services: Recurring payment subscriptions can be cancelled at any time, but refunds will not be issued for the current billing period.

10. Contact for Refund Queries

If you have any questions or concerns regarding refunds, please contact our dedicated refund support team:

• Email: support@hanupay.in
• Phone: +91-9876543215 (Refund Helpline)
• Through our Contact Form (select "Refund Query" as the subject)

This refund policy was last updated on June 1, 2023.