Refund & Cancellation Policy

This Refund & Cancellation Policy outlines the terms governing refunds, cancellations, and reversals for transactions processed through the DiasPay platform. By using our Services, you agree to the refund terms described below.

1. General Policy

DiasPay processes transactions through authorized payment gateways and service providers. Refund eligibility depends on the type of service, the status of the transaction, and the policies of the respective service provider. All refunds are processed to the original payment source unless otherwise specified.

2. Bill Payments (BBPS)

• Successful payments: Once a bill payment is successfully processed and confirmed by the biller, it cannot be cancelled or refunded through DiasPay. Contact the biller directly for any billing disputes.
• Failed payments: If your payment fails but the amount is debited, an automatic reversal will be initiated. The refund will be credited within 3–5 business days.
• Duplicate payments: If a duplicate payment is made to the same biller for the same bill, contact our support team with transaction details. We will coordinate with the biller for reversal.
• Wrong biller/amount: Payments made to incorrect billers or with wrong amounts are non-refundable. Please verify all details before confirming payment.

3. Mobile & DTH Recharge

• Successful recharges: Once a recharge is successfully processed and the plan is activated by the operator, it is non-refundable and non-cancellable.
• Failed recharges: If the recharge fails but the amount is debited, a full refund will be auto-initiated to your payment source within 3–5 business days.
• Wrong number: Recharges made to incorrect mobile numbers cannot be reversed. Please verify the number before confirming.

4. Gift Cards & Vouchers

• Gift cards and vouchers, once purchased and delivered, are non-refundable and non-transferable.
• Gift cards cannot be exchanged for cash or credited back to your wallet or bank account.
• If you receive a defective or invalid voucher code, contact our support team within 48 hours of purchase with proof of the issue.
• Gift card validity, usage limits, and terms are governed by the issuing brand.

5. Wallet Top-ups

• Successful top-ups: Once funds are credited to your wallet, they can be used for transactions on the platform. Wallet balance refunds to the original source are processed within 5–7 business days upon request.
• Failed top-ups: If the wallet top-up fails but the amount is debited from your bank/card, the amount will be automatically reversed within 3–5 business days.
• Account closure: Upon account closure, remaining wallet balance will be transferred to your linked bank account after deducting any pending charges.

6. FASTag Recharge

• FASTag recharges, once successfully credited to the FASTag account, are non-refundable.
• Failed FASTag recharges where the amount is debited will be auto-reversed within 3–5 business days.

7. Payment Gateway Failures

In cases where a transaction fails at the payment gateway level (network timeout, bank decline, session expiry), the following applies:

• If the amount is debited but the transaction is not completed, an automatic reversal is triggered.
• Refund timelines depend on the payment method used (see Refund Timelines below).
• If the auto-reversal does not occur within the expected timeframe, raise a support ticket with the transaction ID.

8. How to Request a Refund

If you believe you are eligible for a refund:

1. Navigate to Transaction History in the app or website
2. Select the transaction in question and tap "Report Issue"
3. Provide a brief description of the issue and attach any supporting screenshots
4. Alternatively, email us at support@diaspay.in with your registered mobile number, transaction ID, and issue description
5. Our team will review and respond within 24–48 hours

9. Refund Timelines

Note: Timelines are indicative and may vary depending on the issuing bank and payment processor.

10. Escalation & Grievance

If your refund request is not resolved satisfactorily, you may escalate the matter through the following channels:

If the issue remains unresolved after 30 days, you may approach the Banking Ombudsman or the relevant consumer forum.