Refund Policy

This Refund Policy outlines the conditions under which Payvendo Solutions Private Limited ("PAYVENDO") processes refunds for its services, including BBPS bill payments, payout disbursements, travel bookings, and API subscription fees. PAYVENDO is committed to fair and transparent dispute resolution. We process all refunds in accordance with applicable RBI guidelines, NPCI directives, and our internal compliance framework. Please read this policy carefully before initiating any transaction. By using our Services, you agree to this Refund Policy.

2.1 BBPS & Utility Bill Payments If a BBPS payment (electricity, gas, water, DTH, mobile recharge) is debited from your account but the biller does not receive credit or confirms non-receipt: • Raise a dispute within 3 business days of the transaction. • Payvendo will initiate a chargeback or reversal through NPCI BBPS within 5–7 working days. • Refund will be credited to the original source of payment (wallet/bank account). Note: Once a biller confirms receipt, refunds are not possible as per NPCI BBPS regulations. In such cases, contact the biller directly. 2.2 Failed Payout / Money Transfer If a payout fails due to: • Invalid/incorrect beneficiary account details provided by you → NOT refundable (user error) • Network/bank-side failure after debit → Automatically reversed within 2–5 working days • Beneficiary bank rejection → Auto-reversed within 2 working days All failed transaction amounts are credited back to your Payvendo wallet or source account automatically. If not received within 5 working days, contact support. 2.3 Duplicate Transactions If a transaction occurs more than once due to a system error on Payvendo's end, we will refund the duplicate amount within 3–5 working days after verification. Raise a ticket with both Transaction IDs at Help@payvendo.co.in.

3.1 Bus Tickets Refund eligibility depends on the operator's cancellation policy: • Cancelled more than 4 hours before departure: 75%–90% refund (varies by operator) • Cancelled 2–4 hours before departure: 50% refund • Cancelled within 2 hours or no-show: No refund Platform convenience fee (₹20–₹50) is non-refundable on all bus cancellations. 3.2 Train Tickets (IRCTC) Train cancellations are governed by IRCTC's refund rules as per Railway Board circular: • AC classes (1A, 2A, 3A): ₹200–₹480 cancellation fee + clerkage charges • Sleeper/Non-AC: ₹60–₹120 + clerkage • Tatkal tickets: No refund if cancelled • TDR (Ticket Deposit Receipt) filed for train delays/cancellations — IRCTC's standard process applies. Payvendo processes IRCTC refunds within 5–7 working days after IRCTC credits the amount to our nodal account. 3.3 Flight Tickets Flight cancellation and refund policies are governed by the respective airline's fare rules selected at the time of booking: • Non-refundable fares: No refund on ticket value; airport taxes refundable • Refundable fares: Refund processed minus airline cancellation fee and Payvendo's processing fee (₹250 per passenger) • Airline-initiated cancellations: Full refund within 7–10 working days Refunds are processed to the original payment method or Payvendo wallet.

4.1 Annual / Monthly Subscription Fees • If you cancel within 7 days of subscription and have made zero transactions: Full refund minus GST (18%). • If you cancel after 7 days but within 30 days: Pro-rata refund for unused days, minus GST and ₹500 processing charge. • No refund is provided after 30 days from subscription date or if transactions have been processed. 4.2 One-Time Setup / Integration Fee Setup and integration fees are non-refundable once the integration work has commenced (typically within 24–48 hours of payment). 4.3 Security Deposit Refundable security deposits are returned within 15 working days after: • Account officially closed with zero outstanding balance • No pending chargebacks or disputes • All KYC/compliance documentation submitted 4.4 API Testing Credits Trial/sandbox API credits are provided free of charge. Top-up credits purchased for production are non-refundable once consumed.

The following are explicitly non-refundable under any circumstances: • Convenience fees, platform service charges, and GST on any transaction • Transactions where the biller/utility provider has confirmed credit receipt • Transactions cancelled or failed due to incorrect beneficiary details entered by the user • No-show bus or flight bookings • Tatkal train tickets • Subscription fees after the 30-day refund window • Integration/setup fees once work has commenced • Any amount lost due to the user sharing credentials, OTP, or account details with unauthorized parties • Amounts deducted on account of government-mandated TDS/TCS or bank charges beyond our control

Follow these steps to request a refund: Step 1 – Gather Information Collect the following before raising a request: • Transaction ID / Booking Reference Number • Date and time of transaction • Amount debited • Payment mode (UPI, bank transfer, wallet) • Screenshot of the failed or duplicate transaction (if applicable) Step 2 – Contact Support • Email: Help@payvendo.co.in (subject line: "Refund Request – [Transaction ID]") • Phone: +91 98111 98522 (Mon–Sat, 9 AM – 6 PM IST) • Portal: Login to your PAYVENDO dashboard → Transactions → Raise Dispute Step 3 – Acknowledgement You will receive an email acknowledgement within 24 hours with a Ticket ID. Step 4 – Resolution • Our team verifies the claim with banking/NPCI/airline records. • Resolution communicated via email within 5–7 working days. • For complex cases, up to 21 working days may be required.

Refund timelines vary by transaction type: Failed payout (auto-reversal) → 2–5 working days BBPS failed payment → 5–7 working days Bus ticket cancellation → 5–7 working days Train ticket (IRCTC) refund → 5–10 working days Flight refund → 10–15 working days Subscription fee refund → 7–10 working days Security deposit refund → 15 working days Duplicate transaction → 3–5 working days All refunds are credited back to the original payment source. Payvendo does not issue cheques or cash refunds. If the original payment card/account is closed, please contact us for alternative arrangements.

If you initiate a chargeback with your bank or card network (Visa/Mastercard/RuPay) without first raising a dispute with Payvendo, we reserve the right to: • Suspend your account pending investigation • Recover chargeback amounts plus a ₹500 chargeback handling fee from your Payvendo wallet • Terminate your account if chargeback abuse is found We encourage customers to resolve disputes directly with Payvendo first. Chargebacks filed without justification may be contested with supporting transaction evidence to the acquiring bank.

Level 1: Contact our support team at Help@payvendo.co.in or +91 98111 98522. Level 2: If not resolved within 7 working days, escalate to our Grievance Officer: Grievance Officer: Help@payvendo.co.in Response time: 5 working days Level 3: If still unresolved, you may approach: • RBI's Digital Payments Ombudsman (for payment-related disputes) • National Consumer Helpline: 1800-11-4000 • Consumer courts under Consumer Protection Act, 2019 For BBPS disputes, you may also approach the BBPS Customer Dispute Redressal mechanism via NPCI.

Payvendo Solutions Private Limited reserves the right to modify this Refund Policy at any time. Material changes will be communicated via email and/or platform notification with at least 15 days' prior notice for existing users. For new users, the policy in effect at the time of transaction applies. For any clarifications regarding this policy: Payvendo Solutions Private Limited Email: Help@payvendo.co.in Phone: +91 98111 98522 Address: Office No. 515 on 5th Floor in Commercial Building named Mansarovar Plaza, at Madhyam Marg, Mansarovar, Jaipur.<br/>GST No. 08AAPCP4078D1Z4 Last Updated: March 2026 · Effective Date: March 1, 2026