Refund, Reversal & Dispute Settlement Policy
Effective Date: October 22, 2026 | Last Updated: October 2026
1. Real-Time Banking Settlement & Non-Cancellable Payouts
UtilityPay executes disbursements through Reserve Bank of India authorized electronic clearing rails (Immediate Payment Service - IMPS / National Electronic Funds Transfer - NEFT).
Once a transaction is processed by the banking network and a Bank Unique Transaction Reference (UTR) is issued, the transfer is complete, final, and legally irrevocable. Consequently, users cannot cancel or reverse a successfully settled payment.
2. Failed Transactions & Automated Refund Turnaround
In situations where a user's payment card is debited, but the downstream beneficiary bank rejects the credit (e.g. beneficiary account closed, invalid IFSC routing, or bank network downtime):
- Automatic Initiation: The UtilityPay settlement engine will immediately flag the transaction as
FAILEDorREVERSEDand trigger an automated refund of both the principal amount and convenience fee. - Turnaround Time (TAT): Refunds are credited back to the original source card / issuing bank within 3 to 5 banking business days, strictly conforming to RBI turnaround mandates.
- Refund Tracking: An automated confirmation notification containing the Payment Gateway Refund Reference ID is issued to the user's registered mobile number and visible under the Transaction History tab.
3. Cancellation of Transactions in Security Cooling
For new payer accounts or initial card authorizations held under the statutory 24-hour cooling window (IN_COOLING):
- If an unauthorized transaction or legitimate billing discrepancy is identified by the cardholder prior to the expiration of the 24-hour release timer, the payer may request a transaction freeze by contacting our 24/7 Operations Desk at support@utilitypay.in.
- Upon fraud verification, the pending IMPS disbursement will be aborted and the entire authorized sum reversed back to the source instrument within 3 to 5 business days.
4. Chargeback Policy & Commercial Dispute Resolution
Since UtilityPay facilitates payments on behalf of corporate users for verified commercial services:
Disputes regarding the quality of goods or services provided by a vendor or landlord must be addressed directly with the respective recipient. In the event of a banking chargeback claim filed by the cardholder, UtilityPay will submit the bank UTR settlement receipt, penny-drop validation certificate, and SAC 9971 GST invoice to the cardholder's issuing bank as definitive proof of disbursement.
5. Nodal Grievance Redressal
If your refund inquiry is not addressed within 5 business days, please escalate directly to our Nodal Grievance Officer:
Grievance Officer: Ms. Sneha R. Iyengar
Email: grievances@utilitypay.in
Escalation Response Time: Within 24-48 working hours
Address: Level 6, Cyber Crest Towers, Outer Ring Road, Bellandur, Bengaluru - 560103, India