Scope
This Cancellation & Refund Policy applies to all transactions processed through the website, dashboard, APIs and services of Paybuzz Payments Private Limited (CIN: U66190KA2022PTC165574), having its registered office at Metro Complex, Shop No. 5-59/5, Mulur Gurupura, Mangaluru, Dakshina Kannada, Karnataka, India – 574145 ("Paybuzz", "we", "us"). It should be read together with our Terms and Conditions. By continuing to use Paybuzz, you agree to this Policy.
Successful transactions
Refunds are not initiated or generated on successful transactions. Once a bill payment, recharge, payout or collection is successfully processed and confirmed by the biller, operator, bank or Partner, it cannot be reversed by Paybuzz.
Payments made by mistake — for example to a wrong consumer number, mobile number, account or for a wrong amount — are not eligible for a refund from Paybuzz once successful. Please verify all details before confirming a payment. Where possible, we will help you contact the biller or beneficiary to request a reversal, but any refund in such cases is at the discretion of the biller or beneficiary.
Failed transactions
A failed transaction is one not completed for reasons not attributable to you, such as a technical failure, time-out or non-confirmation from the biller or bank. Where your account or wallet is debited for a failed transaction:
- the amount is reversed automatically, without you having to raise a claim;
- reversal happens within the turnaround time set by the Reserve Bank of India's circular on harmonisation of TAT for failed transactions (20 September 2019) for the payment system used, and, for bill payments, within the timelines set by NPCI under Bharat Connect;
- if a transaction remains in "pending" status, its final status will be updated once confirmed by the biller or bank, after which it is either completed or reversed.
If a reversal is not received within the applicable timeline, please write to us with the transaction ID.
Fraudulent merchants & chargebacks
Please do not make payments to merchants or persons you do not trust. If you have paid a fraudulent merchant, file a complaint at support@paybuzz.in with the transaction details to request a refund.
- Fraudulent transactions lead to immediate action — the amount will be frozen and, after investigation, refunded to the payer.
- Chargebacks may be raised through the relevant bank or network, and a refund may be issued with the merchant's consent or as decided under the network's chargeback rules.
- For cyber fraud, also report it immediately on the National Cyber Crime Helpline 1930 or at cybercrime.gov.in.
Cancellation
- Transactions: bill payments, recharges and payouts are processed in real time and cannot be cancelled once submitted.
- Services and account: you may cancel your Paybuzz account by writing to support@paybuzz.in from your registered email. Any available wallet balance, after adjusting for pending transactions, chargebacks, fees and dues, will be returned to your verified bank account after closure formalities and applicable checks.
- Fees: onboarding, setup or subscription fees, if any, are non-refundable once the service has been activated, unless stated otherwise in your agreement with us.
Refund timelines
| Situation | Timeline |
|---|---|
| Failed transaction with debit | Auto-reversal within the applicable RBI / NPCI turnaround time |
| Refund approved after investigation | Credited within 5–7 working days of approval |
| Fraud complaint | Amount frozen immediately; refund after investigation is concluded |
| Wallet balance on account closure | Within 7 working days after closure formalities are completed |
Refunds are credited to the original payment source or to your Paybuzz wallet, as applicable. Bank processing times may add to these timelines.
How to request a refund
Email support@paybuzz.in or call +91 92358 21440 with:
- your registered name, email and Organisation ID;
- the transaction ID, date and amount;
- a short description of the issue and any screenshots or bank statements.
You will receive a ticket ID within 24 hours.
Disputes & escalation
Refund disputes are handled under the dispute resolution mechanism, resolution timelines and escalation matrix published on our Support page. If you are not satisfied with the outcome, you may escalate to our Grievance Officer, and for bill payments, raise a complaint through Bharat Connect (NPCI).
Governing law & jurisdiction
This Policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Payment and Settlement Systems Act, 2007 and applicable RBI and NPCI directions. Subject to the dispute resolution process above, the courts at Mangaluru, Karnataka shall have exclusive jurisdiction.