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Refund and Cancellation Policy · effective 5 July 2026

Your money back , when it is owed.

The full policy is below, but most people arrive with one question: am I getting this refunded? Answer two questions and you will know in a few seconds — along with what to do next..

How long refunds take
48h
A pending payment gets to settle
3-7d
UPI refunds, business days
5-10d
Card and net banking, banking days
48h
Anpay Coin refunds, at the outside
1
Destination: your original account
12h
Support, every day of the week
Check your case

Am I getting a refund?

Two questions. The answer quotes the clause it comes from, so you can read the full wording further down if you want to.

What happened to the payment?

Pick the one that matches what your transaction history shows.

1 · THE STATUS
2 · WHAT YOU WERE PAYING FOR
What happens after a failed payment

The refund runs on its own

For a genuine failure you do not have to ask. This is the sequence, and you can watch it in your transaction history.

Stage 1

The clearing house rejects it

Your account is debited, but the network sends back a permanent rejection and nothing is delivered. That — and only that — is a failed transaction. A missing status is not a failure.

Stage 2

We check it automatically

The moment the gateway's formal logs arrive, validation runs on our side. No ticket, no email, no waiting for someone to notice.

Stage 3

The refund is pushed back

It goes to the same account, card or UPI handle the money came from. We cannot send it anywhere else — that rule exists to keep the flow within anti-money-laundering norms.

Stage 4

Your bank credits it

How long depends on the method, not on us: instant to 48 hours for Anpay Coins, 3 to 7 business days for UPI, 5 to 10 banking days for a card or net banking.

Stage 5

Then it becomes a claim

If the window has passed and nothing has landed, write to the dispute desk with the transaction ID and your bank statement. That is the point at which a human takes over.

How we handle your money

Two rules that never bend

1

Back to where it came from

Every approved refund returns to the original payment instrument — the same card, the same account, the same UPI handle. Never to a different name, a different account or another wallet, whoever asks.

2

Pending means pending

A transaction with no final status is not a failure, and we will not refund it while it is in flight — that is how people end up paying twice. It gets up to 48 business hours to resolve itself.

What this policy covers

Every service on the platform

The same policy applies whether you paid on the app, the website or through a partner integration.

Mobile prepaid
Postpaid bills
DTH top-ups
Electricity
Water and gas
Broadband
FASTag
Credit card bills
Insurance premiums
Gift cards
Flights and hotels
Bus tickets
Anpay Coin balance
Anpay Coins
Digital vouchers
Partner API payments
How long it takes

Once approved, the clock is your bank's

These windows start when the refund is approved and pushed, not when you first reported it. They are the banking networks' timelines, not ours.

Paid with
Credited back in
What the wait depends on
UPI
3 to 7 business days
NPCI settlement cycles and your bank's posting schedule
Debit or credit card
5 to 10 banking days
The card network and the issuing bank's reversal window
Net banking
5 to 10 banking days
Your bank's own refund posting cycle
Anpay Coins
Instant to 48 hours
Stays inside our ledger, so there is no bank in the loop

Before you file a chargeback with your bank

Come to us first. A chargeback raised while a refund is already in flight usually ends with the amount reversed twice and then recovered, which takes far longer than waiting. An unwarranted or fraudulent chargeback can also get the account and Coin balance frozen.

Write to dispute@anpay.in and give us the transaction ID — most cases close faster than a bank dispute would even open.

The rules, plainly

What comes back, and what does not

The line is almost always the same: if value was delivered, it cannot be pulled back. If it was not, you get your money.

Refunded

  • Failed transactionsDebited, permanently rejected by the network, nothing delivered. Refunded automatically to the source.
  • Duplicate chargesTwo identical debits for one recharge or bill inside an overlapping window. The extra one is recovered and returned.
  • Coins lost to a system errorAnpay Coins spent or removed because something broke on our side are reinstated.
  • Travel, per the carrierCancellation refunds follow the airline, hotel or bus operator's own policy. Anpay's booking fee is not included.

Not refunded

  • Successful transactionsOnce a recharge lands on a live connection or a biller accepts the payment, it is final and cannot be reversed.
  • A wrong mobile numberIf the recharge succeeded on the number you typed, it cannot be pulled back or moved. Check the number before you pay.
  • A wrong consumer or account IDOnce an external biller has accepted the funds, we are only the routing agent — we cannot edit their ledger.
  • Gift cards once generatedA code that has been created or sent cannot be cancelled, exchanged or converted to cash.
  • Anpay Coin top-ups, as cashAnpay Coins are for spending on the platform. Cash-out only happens if a verification failure forces the account closed.
  • Anpay Coins, as moneyCoins are loyalty credit. No cash value, not transferable between accounts, and spent coins do not come back.
Regulation and safeguards

Who this policy answers to

Refunds here are not a goodwill gesture set by us alone — they run inside rules written by the regulators and the networks.

RBIReserve Bank of India
NPCIUPI settlement rules
Bharat ConnectBBPS grievance grid
Cleared through partners you already know
Bharat Connect MobiKwik PayU Cashfree ZAAKPAY Paytm
A BBPS complaint about a bill that was paid but not credited is routed by us straight into the central BBPS grievance system.
  • Refunds go to the source, only

    Never to a third party, another name or a different wallet. This is an anti-money-laundering requirement, not a preference, so it is not waived on request.

  • Suspicious flows can be held

    If automated checks mark a transaction or a refund as suspicious or unauthorised, the balance is held securely while it is investigated rather than released.

  • Rewards taken by gaming are clawed back

    Multiple accounts, synthetic identities or fake transaction loops to farm cashback — the value is reversed from the Coin ledger without notice.

  • What we are not liable for

    Typing errors you make, delays inside clearing banks or NPCI, and maintenance windows at external billers sit outside our control and outside our liability.

Why Anpay

Twelve clauses worth reading

The policy runs to 23 clauses. These are the ones that decide real cases — the rest are scope, definitions and governing law.

CLAUSE 4

Successful transactions

Confirmed by the network and accepted by the provider means final. A delivered recharge or a cleared bill cannot be cancelled or refunded.

CLAUSE 5

Failed transactions

Debited, permanently rejected, nothing delivered. Validation runs automatically on the gateway's logs and the refund is pushed to the source.

CLAUSE 6

Pending transactions

A missing final status is not a failure. No refund is issued while an item is pending; allow up to 48 business hours for it to resolve.

CLAUSE 7

Duplicate payments

Concurrent identical debits for one task inside an overlapping window are flagged, verified and the extra amount is returned to the source.

CLAUSE 8

Wrong mobile number

Choosing the number is the customer's responsibility. If the recharge succeeded on that line, the value cannot be recovered or transferred.

CLAUSE 9

Wrong consumer ID

Once an external biller accepts the funds, Anpay is only the routing agent and cannot alter the biller's ledger, so no refund can be issued.

CLAUSE 10

Gift cards

E-gift cards and brand vouchers are non-refundable and non-returnable once generated or sent, and cannot be exchanged for cash.

CLAUSE 11

Travel cancellations

Refunds follow the airline, hotel or bus operator's own policy. Anpay acts as the booking interface; its service charge is non-refundable.

CLAUSE 13

Anpay Coin top-ups

Anpay Coins are for use on the platform and are not refundable to cash, except where a verification failure closes the account.

CLAUSE 14

Anpay Coins

Loyalty credit with no cash value, not transferable between accounts. Used coins are not reinstated unless a system error caused it.

CLAUSE 17

Refund timelines

UPI 3 to 7 business days, card and net banking 5 to 10 banking days, Anpay Coins instant to 48 hours, counted from approval.

CLAUSE 19

Chargebacks

Exhaust support with us before going to your card issuer. An unwarranted chargeback can result in the account and Coin balance being frozen.

Accountability

Who stands behind this

VD
Vaskar Das
Founder & Director

Signs off on how customer money is held, refunded and accounted for.

"A refund policy is only worth the cases it decides against us. That is the part we wrote carefully."

This policy is deliberately specific about what we will not refund, because a vague policy is one that gets argued in both directions. If a payment failed and nothing was delivered, the money is yours and it comes back automatically — no ticket required.

Where the answer is no, the reason is written down and the clause is numbered, so you can read it yourself rather than take our word for it.

Effective 5 July 2026 Governed by Indian law Jurisdiction: Dakshin Dinajpur, WB
Raise a refund claim

Tell us what happened

For a failed or duplicate payment that has not come back on its own. The four details on the form are what a bank investigation needs — without them the case cannot open.

Where to reach us

Refund disputesdispute@anpay.in
Customer supportsupport@anpay.in
Business and APIbusiness@anpay.in
Complianceinfo@anpay.in
Helpline011 6929 0388
WhatsApp+91 94341 16115
Hours11:00 AM to 11:00 PM IST, all seven days
JurisdictionCourts at Dakshin Dinajpur, West Bengal
Tell us your name
Enter the 10-digit number on your account
Enter an email we can reply to
The claim cannot be opened without the transaction ID
Tell us when the money left your account
Pick the one that fits best
0 / 1000
A few lines about what happened, please

Attach your bank statement or payment screenshot to the reply. Never send your OTP, MPIN, card CVV or full card number.

Your claim is with us

It has gone to dispute@anpay.in. Keep this reference — quoting it gets you back to the same thread.

ANP-000000

Still not sure where you stand?

Call the helpline with your transaction ID and someone will tell you which clause applies to your case, and what happens next.

Call 011 6929 0388 Other ways to reach us

Refund and Cancellation Policy · effective 5 July 2026 · last updated 5 July 2026