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MY MUDRA
Refund & Cancellation Policy
MY MUDRA
Refund & Cancellation Policy
Refund and Cancellation Policy [For BBPS Use Case Only]
This policy outlines the rules regarding payments made through the Bharat Bill Payment System (BBPS).
1. Cancellation Policy
BBPS payments cannot be cancelled once they have been successfully processed.
The BBPS system is designed for real-time fund transfers directly to the biller's account. Because the payment is immediate, it is essential that all details are checked carefully before confirming the transaction.
2. Refund Policy for Failed Transactions
Refunds are only issued in scenarios where a payment fails to process correctly, or an error occurs during the transaction.
| Scenario | Process | Timeline |
|---|---|---|
| Technical Failure (e.g., bank server error, loss of connectivity, money debited but bill unpaid) | Automatic reversal initiated by the payment platform/bank. | Typically, 5 to 7 working days. UPI/wallet payments are often faster (1 to 3 days). |
| Incorrect Details Entered (e.g., wrong consumer ID, incorrect mobile number) | Customer must contact the specific Biller directly to request the refund. The BBPS platform cannot force a reversal. | Dependent on the Biller's policies, typically 7 to 14 working days. |
3. Steps to Take for a Failed Transaction (Money Debited)
If your account is debited but the bill payment status is 'failed':
- Retrieve Details: Note the Transaction Reference Number/ID provided via SMS or email.
- Raise a Complaint: Immediately use the "Help" or "Customer Support" section within the specific app or website you used to make the payment (e.g., My Mudra app, bank app, Google Pay).
- Track Resolution: The platform will use the BBPS Dispute Resolution Management (DRM) system to investigate. Most platforms aim to resolve disputes within 5-7 working days.
4. Contacting Support
For assistance with transactions made via the My Mudra platform, you should contact their support team with your transaction details:
Email: support@mymudra.com
Phone/WhatsApp: +91-7291919151