Refunds and cancellation

This policy explains when you get your money back, how long it takes and how to raise a dispute. It forms part of the terms of use and applies to payments made through the Nexdha app, operated by Nexdha AI Fintech Private Limited.

1. Cancelling a payment

A bill payment cannot be cancelled once you have confirmed it. Once your instrument is charged, the instruction goes to our banking partner and the transfer to the beneficiary begins. There is no window in which it can be pulled back.

This is why the confirmation screen shows the beneficiary, the amount, the fee and the total before you confirm. Please read it. A payment sent to a wrongly typed account number is the hardest kind to recover.

A standing instruction for a recurring bill is different, and you can cancel it at any time from the app under Scheduled payments. Cancel it at least 24 hours before the next run, otherwise that run may already be in progress. Cancelling a standing instruction does not reverse payments it has already made.

2. When we refund automatically

We start these refunds ourselves. You do not need to ask, raise a ticket or chase us.

Payment failed at the gateway

Your instrument was not charged at all, or was charged and the authorisation was not completed. Any amount debited is released in full, including the fee.

We could not settle to the beneficiary

You were charged but the transfer to the biller or beneficiary could not be made. Full refund of the bill amount, the convenience fee and the tax on the fee.

The beneficiary's bank rejected the credit

For example a closed, frozen or mismatched account. The amount returns to us and we refund it to you in full, including the fee.

The biller rejected or returned the payment

For instance an invalid consumer number or an account already settled. Full refund including the fee.

Duplicate charge for one payment

If a single payment was charged twice because of a technical fault, the extra charge is refunded in full.

We declined the payment after collecting

If our compliance or risk checks stop a payment after your instrument was charged, the full amount including the fee is returned.

In all of these the convenience fee is refunded too. We do not keep a fee for a payment we did not deliver.

3. When we cannot refund

Once the beneficiary's account has been credited, the payment has done what you asked it to do and Nexdha cannot reverse it.

• You entered the wrong details. A wrong consumer number, account number, IFSC, UPI handle or amount. See section 4, because there is something we can try.
• You changed your mind. The bill was paid as instructed.
• You paid more than you owed. Most billers carry the excess forward as a credit on your next bill. That credit is with them, not with us.
• You are unhappy with the biller. A dispute about electricity supply, tenancy, tuition, goods or services is between you and that party. Nexdha paid them on your instruction and is not a party to your contract with them.
• The convenience fee on a delivered payment. The fee is earned once the payment is settled, and it is not refundable on a payment that went through as instructed.

In each of these cases we will give you the bank reference, the receipt and a settlement confirmation to take to the beneficiary, which is usually what resolves it.

4. If you paid the wrong beneficiary

Tell us as soon as you notice, at support@nexdha.com, with the transaction reference. Speed genuinely matters here.

We will ask our banking partner to attempt a recall from the receiving bank. Whether that succeeds depends on whether the funds are still traceable and on the receiving account holder's consent, neither of which is ours to control. We will tell you honestly what the chances are rather than keeping you hopeful, and we will not charge you for trying.

If the recall succeeds, we refund the bill amount to your original instrument. The convenience fee is not refunded, because the payment was made correctly on the details you gave.

5. How long a refund takes

We initiate a refund within one working day of the failure being confirmed. How long it takes to appear after that is set by your bank or card issuer, not by us.

Credit card

Typically 5 to 7 working days. It appears as a credit on your card statement. If the original charge has not yet been billed, the two may offset each other and neither appears.

Debit card

Typically 5 to 7 working days back to the same account.

UPI

Usually within 1 to 3 working days, and often the same day, back to the account that funded the payment.

Failed authorisation hold

Where your bank held an amount without it being captured, the hold is released automatically, usually within 3 to 5 working days.

A refund always goes back to the instrument it came from. We cannot send it to a different card, a different account or by any other route, and we will not do so if asked, because that is exactly how refund fraud works.

Once we have initiated a refund we give you the reference for it. If the money has not arrived after the period above, send us that reference and we will follow it with the bank on your behalf.

6. Raising a dispute

Write to support@nexdha.com from your registered email address, with the subject "Dispute". Please include:

• the transaction reference or receipt number;
• the date, amount and beneficiary;
• your registered mobile number;
• what you expected to happen and what happened instead; and
• any screenshot or biller statement that helps, such as a bill still showing as unpaid.

How we handle it:

• We acknowledge within 48 hours with a reference number.
• We investigate and respond substantively within 15 working days.
• Where the matter depends on a bank, biller or gateway, it can take up to 30 working days. We will tell you that is the case and keep you updated rather than going quiet.
• We tell you the outcome and the reasoning, and if the answer is no, why it is no.

Please raise a dispute within 60 days of the transaction. Older transactions can be harder to trace, though we will still try.

If you are not satisfied with our response, you may pursue any remedy available to you under Indian law, including under the Consumer Protection Act, 2019, or with your card issuer or bank.

7. Chargebacks

You may raise a chargeback with your card issuer, and we will cooperate with any investigation and provide the settlement evidence we hold.

Please talk to us first. Where a payment was correctly settled on your instruction, the evidence will show that, the chargeback will usually fail, and you will have lost several weeks. A dispute raised with us directly is normally faster.

Raising chargebacks for payments we have correctly settled is a breach of the terms of use and may lead to your account being suspended.

8. Contact