Refunds & Cancellations

This policy explains how refunds, failed/duplicate payments, and mandate cancellations are handled on the RapaPay platform. It applies to payments collected on behalf of Organisations from their Members via UPI Autopay, eNACH, cards, and other supported methods.

1. Duplicate or Erroneous Payments

If a payment is debited more than once for the same due, or an incorrect amount is collected because of a platform error, RapaPay will initiate a refund of the excess/erroneous amount to the original payment source within [X] business days of the issue being confirmed.

2. Failed Transactions

If an amount is debited from a Member's account but the transaction is not reflected as successful on RapaPay (e.g. due to a gateway or bank error), the amount is automatically reversed to the source account by the payment gateway/bank, typically within [X–Y] business days, in line with RBI/NPCI timelines for failed transactions.

3. Cancelling a Mandate

Members can pause or cancel a recurring mandate at any time from their RapaPay account or directly through their bank/UPI app. Cancelling a mandate stops future collections; it does not automatically refund amounts already collected for dues that have genuinely been incurred with the Organisation.

4. Refunds for Dues Raised by an Organisation

Where a Member disputes a due (e.g. services not rendered, incorrect amount), the refund is at the discretion of the Organisation that raised the due, since RapaPay collects payments on the Organisation's behalf. RapaPay will facilitate the refund transfer once the Organisation approves it, subject to funds being available in the Organisation's settlement balance.

5. Refund Method & Timelines

Approved refunds are credited back to the original payment method (bank account/UPI/card) used for the transaction. Depending on the payment method and issuing bank, refunds may take [X–Y business days] to reflect in the Member's account.

6. Non-Refundable Items

[Placeholder — list any platform/convenience fees that are non-refundable, if applicable.]

7. How to Request a Refund

Raise a refund request through the "Disputes" section of your RapaPay account, or write to us using the details on our Contact Us page with your transaction reference and reason for the request.