Refund Policy

1. Transaction Categories and Refund Eligibility

1.1 AEPS Transactions

AEPS (Aadhaar Enabled Payment System) transactions involve real-time cash disbursals. Once cash is dispensed to a customer, the transaction cannot be reversed. Refunds are only applicable in the following cases:

• Technical failure where cash was not dispensed but the amount was debited from the partner wallet
• Duplicate transaction processing due to system error
• Network timeout resulting in ambiguous transaction status

1.2 Mobile and DTH Recharge

Recharges, once successfully processed, cannot be reversed as the amount is credited by the telecom/DTH operator. Refunds are only processed if:

• The recharge was not delivered despite a successful deduction from your wallet
• The wrong operator was charged due to a platform error (not partner error)
• Duplicate recharge occurred due to a system glitch

1.3 Utility Bill Payments

Utility bill payments confirmed by the BBPS (Bharat Bill Payment System) network cannot be refunded. If a payment was debited from your GaitPe wallet but not confirmed by the utility provider within 4 hours, the amount will be automatically reversed.

1.4 DMT (Domestic Money Transfer)

Successful money transfers to valid bank accounts cannot be reversed. Refunds apply if the transfer fails due to an invalid account number, bank server unavailability, or technical error — in which case the amount is reversed to your GaitPe wallet within 2–4 hours.

1.5 Insurance Premium Payments

Insurance policies, once issued, are subject to the insurer's cancellation and refund terms. GaitPe does not control refund timelines for insurance products. Policy cancellation requests must be directed to the insurance provider.

2. Refund Timeline

Service Type	Auto-Reversal Time	Manual Refund Time
AEPS (Failed Transaction)	2–4 hours	1–3 business days
Recharge (Not Delivered)	1–2 hours	2–5 business days
Utility Bill (Unconfirmed)	4 hours	3–5 business days
DMT (Failed Transfer)	2–4 hours	3–7 business days
Wallet Load (Failed)	Instant–24 hours	2–5 business days

3. How to Raise a Refund Request

Step 1 — Check Transaction Status

Log in to your GaitPe app/portal and check the transaction status in your history. Many failed transactions are auto-reversed within 4 hours.

Step 2 — Contact Support

If the amount has not been auto-reversed, contact GaitPe support within 48 hours of the transaction:

• Email: info@gaitpe.in
• Phone: +91 9217 678146 (Mon–Sat, 9 AM – 7 PM)
• In-app Help & Support ticket

Step 3 — Provide Transaction Details

Include your registered mobile number, transaction ID, date and time, service type, amount, and a brief description of the issue.

4. Non-Refundable Situations

Refunds will NOT be processed in the following cases:

• Transactions completed successfully where service was delivered to the customer
• Losses due to partner entering incorrect details (wrong mobile number, account number, etc.)
• Disputes raised after 48 hours of the transaction (unless exceptional circumstances apply)
• Fraudulent claims or manipulated transaction records
• Transactions blocked or held due to compliance/AML investigation

5. Commission Adjustments

If a refund is processed for a transaction on which commission was already credited, GaitPe reserves the right to reverse the corresponding commission from your wallet.

6. Escalation

If your refund request is not resolved within the stated timeline, you may escalate to our grievance team at info@gaitpe.in. All escalations are reviewed within 5 business days by our senior operations team.

7. Contact Us

For refund queries, contact us at info@gaitpe.in or call +91 9217 678146. Our support team is available Monday to Saturday, 9:00 AM – 7:00 PM.