1. Scope
This policy describes the proposed approach to refunds, reversals and cancellations for services that may be activated through Vistarapay and authorised partners. It does not represent that Bharat Connect / BBPS or another regulated service is already active.
2. Bill-Payment Transactions
Once a bill-payment instruction has been successfully processed and accepted by the relevant authorised system or biller, cancellation may not be possible. Users should verify biller details, customer identifiers and payment amounts before confirming a transaction.
3. Failed or Reversed Transactions
If an activated transaction fails after funds are debited, the applicable reversal or refund will be handled according to the status received from the authorised partner, bank, payment rail or biller and the rules applicable to that service.
4. Pending Transactions
A pending transaction should not be repeated until its final status is known. Vistarapay may assist with status tracking and partner escalation based on the information available through the approved integration.
5. Refund Timelines
Refund or reversal timelines may vary by payment method, authorised partner, biller and banking network. No fixed instant or same-day refund timeline is promised unless specifically stated for an activated service and supported by the relevant partner terms.
6. Duplicate or Incorrect Payments
Duplicate or incorrect payments will be reviewed using available transaction references. Where the transaction has reached the biller, resolution may depend on the biller or authorised partner's applicable process.
7. How to Raise a Request
Use the official Vistarapay support or grievance channel published on the website and include the transaction reference and relevant details. Do not share passwords or OTPs.