Refund & Cancellation

1. General Principle

Quiqpe acts as a payment facilitation intermediary between users and telecom operators / BBPS billers. Once a transaction is successfully submitted to the operator or biller network and a success confirmation is received, the transaction is considered complete and cannot be cancelled or reversed.

Refunds are issued ONLY in specific circumstances as defined in this policy.

2. When Refunds ARE Applicable

2.1 Failed Transaction — Money Deducted, Service Not Delivered

If your payment is deducted from your bank/UPI/card but the recharge or bill payment is NOT credited to the beneficiary within the standard processing time — you are entitled to a full refund.

2.2 Double Deduction

If your account is charged twice for a single transaction due to a technical error, the extra amount will be refunded in full within 5–7 business days.

2.3 Wrong Plan Recharged by System Error

If Quiqpe's system processes a recharge for a different plan or amount than what you selected due to a technical fault on our side, a full refund will be issued. This does NOT cover user error.

2.4 Transaction Pending Beyond 48 Hours

If a transaction shows 'Pending' status for more than 48 hours and is not confirmed or failed, you may raise a refund request. We will investigate and resolve within 7 business days.

3. When Refunds Are NOT Applicable

• You entered the wrong mobile number, DTH subscriber ID or consumer number
• You selected the wrong recharge plan or wrong operator
• The recharge was successful but you are unhappy with the operator's plan benefits
• Transaction failed due to insufficient balance in your bank account
• Operator-side delay (network congestion, TRAI compliance hold) — outside Quiqpe's control
• Recharge processed correctly but operator's plan did not activate as expected
• You cancelled the transaction yourself after initiating payment
• BBPS biller delayed acknowledgement due to their own system issues
• Quiqpe Points used for a transaction — Points once used for recharge are non-refundable

4. Cancellation Policy

4.1 Before Payment Confirmation

You may cancel a transaction at any time before clicking 'Confirm & Pay'. No charge is applied for cancellation before payment authorisation.

4.2 After Payment Confirmation

Once you click 'Confirm & Pay' and the payment is authorised, the transaction cannot be cancelled. This applies to mobile recharge, DTH recharge and all BBPS bill payment categories. Recharge and bill payment requests are submitted to operator/biller networks in real-time and cannot be recalled once submitted.

5. Refund Process — Step by Step

1. Open the Quiqpe app → Go to 'Transaction History'
2. Find the affected transaction and tap 'Raise a Refund Request'
3. Select the reason from the dropdown and describe the issue
4. Submit — you will receive a ticket number via SMS and email
5. Our team investigates within 2 business days and contacts you if additional information is needed
6. Refund decision communicated within 5–7 business days
7. Approved refund credited to original payment method within 7–10 business days

Alternatively, email support@quiqpe.com with your registered mobile number, transaction ID, screenshot of the failed transaction and a brief description of the issue.

6. Refund Timeline by Payment Method

7. BBPS-Specific Refund Provisions

BBPS transactions have additional conditions governed by NPCI's BBPS dispute resolution framework:

• All BBPS complaints are logged in the BBPS Dispute Management System (BBPS DMS)
• NPCI mandates resolution within T+5 business days for most BBPS disputes
• For electricity/utility bills, refund is processed only if biller confirms non-receipt of payment
• FASTag top-up: refund possible only if NETC confirms the wallet was not credited
• Quiqpe provides the CRN (Customer Reference Number) for all BBPS transactions for your records

8. Quiqpe Points — Refund Policy

• Points earned on a transaction are reversed if the transaction is successfully refunded
• Points spent (redeemed) for recharge cannot be refunded under any circumstance
• If a refund is credited to Quiqpe Wallet, any Points earned on that transaction are also reversed

9. Escalation

If your refund is not resolved within the timelines stated above:

1. Email our Grievance Officer at grievance@quiqpe.com with your ticket number
2. Mention 'ESCALATION' in the subject line
3. The Grievance Officer will respond within 7 business days
4. If still unresolved, you may approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. See our Grievance Redressal Policy for full escalation paths.

10. Contact for Refunds

Contact Us

Last updated: 15 April 2026. We reserve the right to update this policy at any time. Material changes will be notified to registered users.