Refund & Cancellation Policy
Clear guidelines for refunds, cancellations, and dispute resolution
Last Updated: September 15, 2025
Our Commitment: We are committed to fair and transparent refund practices. This policy outlines when and how refunds are processed for various transactions.
1. Wallet Top-up Refunds
1.1 Successful Top-ups
Important: Successful wallet top-ups are generally non-refundable as the funds are immediately credited to your digital wallet.
Exceptions for refund:
- Technical error resulting in duplicate charges
- Unauthorized transactions due to security breach
- System malfunction causing incorrect amount credit
- Payment gateway errors
1.2 Failed Top-ups
- Automatic refund within 3-7 business days
- Money deducted but wallet not credited
- Payment gateway timeouts or failures
- Bank/UPI transaction failures
1.3 Top-up Refund Process
Refund Process:
- Report the issue within 48 hours via support
- Provide transaction reference number and payment proof
- Issue investigation (1-2 business days)
- Refund approval and processing (3-5 business days)
- Refund credited to original payment method (5-7 business days)
2. Transaction Refunds
2.1 Vendor Transaction Refunds
| Scenario |
Refund Eligibility |
Processing Time |
| Order not delivered |
Full refund |
24-48 hours |
| Wrong items delivered |
Full refund or exchange |
48-72 hours |
| Defective products |
Full refund |
48-72 hours after verification |
| Service not provided |
Full refund |
24 hours |
| Double payment |
Excess amount refunded |
24 hours |
| Change of mind |
Vendor discretion |
Varies by vendor |
2.2 Refund Conditions
- Refund requests must be made within 24 hours of transaction
- Valid reason required for refund request
- Vendor agreement required for non-defective item returns
- Refunds credited back to student wallet, not original payment method
3. Cancellation Policy
3.1 Order Cancellations
Pre-Preparation Cancellation: Orders can be cancelled before vendor starts preparation (usually within 2-5 minutes).
- Immediate cancellation: Full refund if cancelled within 2 minutes
- Preparation started: Cancellation subject to vendor policy
- Order ready: No cancellation, pickup required
- Emergency cancellation: Medical or emergency situations considered
3.2 Service Cancellations
- Library services: Can be cancelled with 30 minutes notice
- Event bookings: 24-hour cancellation policy
- Facility bookings: Institution-specific cancellation rules
- Course materials: No cancellation after download/access
4. Account Closure Refunds
4.1 Voluntary Account Closure
- Students can request account closure at any time
- Remaining wallet balance refunded to registered bank account
- Minimum balance for refund: ₹10
- Processing time: 7-10 business days
- Refund processing fee: ₹5 (deducted from balance)
4.2 Graduation/Course Completion
- Automatic account closure 3 months after graduation
- Email notification sent 30 days before closure
- Remaining balance refunded automatically
- Transaction history preserved for 2 years
4.3 Account Suspension/Termination
Policy Violations: Accounts terminated for policy violations may forfeit remaining balance based on violation severity.
5. Dispute Resolution Process
5.1 Filing a Dispute
Dispute Resolution Steps:
- Immediate Contact: Contact vendor directly for quick resolution
- Formal Complaint: File complaint through e-wallet app or support
- Investigation: Support team investigates with vendor (24-48 hours)
- Mediation: Institution mediates if direct resolution fails
- Final Decision: Binding decision issued within 5 business days
5.2 Required Information for Disputes
- Transaction ID and timestamp
- Description of the issue
- Evidence (photos, receipts, screenshots)
- Preferred resolution (refund, exchange, etc.)
- Communication history with vendor
6. Refund Processing
6.1 Refund Methods
| Transaction Type |
Refund Method |
Processing Time |
| Vendor purchases |
Wallet credit |
Instant to 24 hours |
| Failed top-ups |
Original payment method |
3-7 business days |
| Account closure |
Bank transfer |
7-10 business days |
| Duplicate charges |
Original payment method |
5-7 business days |
6.2 Refund Notifications
- Email notification when refund is initiated
- SMS update when refund is processed
- In-app notification with refund details
- Transaction history updated immediately
7. Non-Refundable Items
The following are generally non-refundable:
- Digital content after download/access
- Perishable food items (unless defective)
- Personalized or customized products
- Event tickets (unless event is cancelled)
- Services already rendered
- Gift vouchers or promotional credits
- Processing fees and service charges
8. Vendor-Specific Policies
Individual vendors may have specific refund policies that supplement this general policy:
- Cafeteria: Food safety regulations may restrict refunds
- Bookstore: Textbook returns within 7 days with receipt
- Library: Fines and penalties are non-refundable
- Stationary: Unopened items returnable within 3 days
- Services: Cancellation policies vary by service type
9. Special Circumstances
9.1 Emergency Situations
- Medical emergencies may qualify for special refund consideration
- Family emergencies requiring immediate travel
- Institution closure or emergency situations
- Natural disasters or force majeure events
9.2 Technical Issues
- App/system downtime affecting transactions
- Payment gateway failures
- Server errors causing transaction problems
- Data synchronization issues