This Refund & Cancellation Policy applies to all users of the Pintoofpay closed-wallet utility platform operated by PINTOOF LEGAL AND TECHNOLOGICAL PRIVATE LIMITED, Bhopal, Madhya Pradesh - 462038, India, and should be read together with our Terms & Conditions.
1. Scope
This policy covers refunds and cancellations for wallet loads that fail to credit, duplicate debits, failed P2P transfers, erroneous BBPS bill payments, and merchant refunds. Pintoofpay operates a closed-wallet utility platform; all eligible refunds are credited back to the source instrument or to your Pintoofpay wallet, as applicable.
2. Failed or Uncredited Transactions
If your wallet or bank account is debited but the beneficiary is not credited, the transaction is treated as failed. Our double-entry ledger and idempotency checks automatically detect such cases and initiate a reversal. Failed transaction amounts are auto-reversed to the source of payment within T + 5 working days, in line with RBI guidelines for prepaid payment instruments. You will receive status updates through the digital passbook.
3. Duplicate Debits
Where a technical retry causes a duplicate debit for the same instruction, the duplicate leg is reversed automatically. If you notice an unexplained duplicate entry, report it with the transaction reference from your PDF passbook statement to support@pintoofpay.in within 30 days so we can reconcile it against the ledger.
4. BBPS Bill Payment Errors
If an electricity, gas, water, or mobile/DTH payment reaches the biller with an incorrect amount or fails at the biller's end, we will raise a recall with the Bharat Bill Payment System operator. Approved reversals are credited back to the payment source once the biller confirms, typically within 7-10 working days. Pintoofpay does not guarantee biller-side processing times beyond initiating the recall promptly.
5. Merchant Refunds
Merchants accepting payments through Pintoofpay QR must process customer refunds through the merchant dashboard. Refunded amounts are adjusted against the merchant's settlement cycle. Merchants must not offer cash refunds for payments received via Pintoofpay where doing so would circumvent the closed-loop ledger.
6. Wallet Balance Redemption on Closure
On account closure or termination, any remaining eligible wallet balance is redeemed to your verified, KYC-linked bank account within 7 working days of successful verification. Balances under investigation for fraud or regulatory holds are released only after the investigation concludes.
7. Cancellations
Completed P2P transfers and QR payments are final once authorised with your MPIN and cannot be cancelled unilaterally. Scheduled bill payments may be cancelled any time before processing begins; once a bill payment has been submitted to BBPS it can only be reversed through the refund process described above.
8. Non-Refundable Items
Convenience fees are not applicable on Pintoofpay (zero-fee transfers), so no fee refunds arise in the normal course. Amounts paid toward successfully consumed services — including completed recharges and utility payments confirmed by the biller — are non-refundable unless the biller itself initiates a reversal.
9. How to Raise a Refund Request
- Open the digital passbook and note the transaction reference number.
- Email support@pintoofpay.in with the reference, amount, date, and a short description — or use the contact form on our website.
- We acknowledge every request within 24-48 hours and share a resolution status along with the applicable reversal timeline.
10. Refund Modes & Timelines Summary
- Failed / uncredited transactions: auto-reversal within T + 5 working days.
- BBPS biller errors: recall-based reversal within 7-10 working days of biller confirmation.
- Wallet balance on closure: credited to the KYC-linked bank account within 7 working days.
- All refunds are made to the original source of payment wherever technically feasible.
11. Support Escalation
If a refund is delayed beyond the timelines above, escalate to our Support Head (Grievance Officer) at support@pintoofpay.in. Unresolved complaints may thereafter be taken up with the relevant consumer forum or the Reserve Bank of India as permitted under applicable regulations.