Legal

Refund Policy

Our commitment to fair and transparent refund processing for all users

Contents
1. Overview 2. Eligible Refunds 3. Non-Eligible Cases 4. Refund Timeline 5. Service-wise Policy 6. How to Claim 7. Escalation 8. Contact Us
Last Updated: January 1, 2026

AyoPe is committed to providing a hassle-free refund experience. If a transaction fails or is charged incorrectly, we ensure your money is returned promptly and transparently.

1. Overview

This Refund Policy applies to all transactions made through the AyoPe platform including mobile recharges, bill payments, DTH recharges, and other services. Our goal is to resolve all refund requests fairly and within the timelines specified below.

✅ Over 98% of refund requests are processed automatically within 3 business days.

2. Eligible Refund Cases

You are eligible for a refund in the following cases:

  • Transaction deducted but service not delivered (recharge not activated, bill not paid)
  • Duplicate transaction — charged twice for the same service
  • Wrong amount charged due to a technical error on our platform
  • Service provider failure (operator down, biller unavailable)
  • Transaction pending for more than 48 hours without confirmation
  • Unauthorized transaction reported within 24 hours of occurrence

3. Non-Eligible Refund Cases

Refunds will NOT be processed in the following cases:

  • Recharge successfully delivered to the intended mobile number
  • Incorrect mobile number or account number entered by the user
  • User changed their mind after a successful transaction
  • Recharge done on the correct number but for wrong plan/operator
  • Fraudulent or disputed transactions not reported within 24 hours
  • Transactions reversed by the service provider due to user-end issues

4. Refund Timeline

Once your refund is approved, here's what happens:

1
Request Raised

You raise a refund request via the app or support team. You receive a ticket number immediately.

2
Investigation (24–48 hours)

Our team verifies the transaction with the service provider and confirms the failure.

3
Refund Approved

You receive an SMS/notification confirming the refund approval.

4
Amount Credited

Refund credited to original payment source within the specified timeline.

5. Service-wise Refund Timeline

Service Refund Method Timeline
Mobile Recharge AyoPe Wallet / Original Source Instant – 3 Business Days
Postpaid Bill Payment Original Payment Source 3–5 Business Days
DTH Recharge AyoPe Wallet / Original Source Instant – 3 Business Days
Electricity Bill Original Payment Source 5–7 Business Days
Water Bill Original Payment Source 5–7 Business Days
Insurance Premium Original Payment Source 7–10 Business Days

* Bank processing times may add 1–2 additional days for UPI/card refunds.

6. How to Claim a Refund

  • Via App: Go to Transaction History → Select failed transaction → Tap "Raise Dispute"
  • Via Email: Send details to refunds@ayope.com with your transaction ID
  • Via Support: Call our toll-free number 1800-123-4567 (Mon–Sat, 9AM–7PM)
  • Via Contact Form: Fill the form at ayope.com/contact

Please keep your Transaction ID ready when raising a refund request — it speeds up the process significantly.

7. Escalation

If your refund is not processed within the stated timeline, you can escalate:

  • Level 1: Contact support at support@ayope.com
  • Level 2: Email our Grievance Officer at grievance@ayope.com
  • Level 3: Lodge a complaint at RBI's Banking Ombudsman portal

8. Contact Us

For refund-related queries: