Refund & Cancellation Policy
DHCDIGITEC SERVICES PRIVATE LIMITED

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions under which refunds and cancellations may be granted for services rendered by DHCDIGITEC SERVICES PRIVATE LIMITED. By availing our services, the user agrees to comply with this policy in full. Our offerings include Aadhaar Enabled Payment System (AEPS), Micro ATM services, Domestic Money Transfer (DMT), banking services, and biometric-based services such as Mantra device onboarding and activation.

2. Scope of Services

DHCDIGITEC SERVICES PRIVATE LIMITED operates as a digital service platform, providing financial technology solutions to individuals, retailers, and agents. These services are primarily real-time, non-reversible, and governed by third-party networks such as banks, NPCI, and UIDAI. As such, we exercise strict guidelines on refunds and cancellations.

3. Eligibility for Refund

Refund requests will be considered only under the following specific circumstances:

a. Failed Transactions

In the event of a failed transaction where the customer's bank account is debited but the transaction is not successfully completed, a refund will be initiated automatically or upon verification, within T+5 working days. If the amount is not refunded automatically, the user must raise a complaint with full transaction details.

b. Duplicate Transactions

If a customer inadvertently initiates a transaction multiple times for the same service, and payment is debited more than once, the excess amount will be refunded after internal verification.

c. Non-Delivery of Paid Service

In cases where the customer has paid for a service (such as AEPS registration, biometric onboarding, or software activation), and the service is not delivered due to system errors, delay, or fault on the company's part, the customer may request a full or partial refund.

4. Non-Refundable Transactions

The following categories of transactions/services are strictly non-refundable under any circumstances:

• Successfully completed AEPS and Micro ATM transactions

• Wallet top-ups or balance loads

• Mantra biometric device registrations or activations

• Agent onboarding/KYC verification charges

• Charges paid to third-party banks, government, or regulatory entities

• User errors, such as entering incorrect account details or using invalid inputs during transactions

5. Cancellation Policy

a. Financial Transactions

Once a transaction has been initiated and processed through our platform, no cancellation requests will be entertained, given the irreversible nature of financial transactions.

b. Service Subscription or Device Orders

For services that involve onboarding, device setup, or software installation (e.g., biometric activation), cancellation requests must be submitted within 24 hours of payment, and only if the activation process has not yet begun.

6. Refund Request Procedure

To initiate a refund request, users must follow the process below:

1. Send an email to support@dhcpay.in with the subject line: Refund Request.

2. Provide the following details clearly in the body of the email:

   • Registered mobile number and user ID

   • Date and time of the transaction

   • Transaction amount

   • Reason for refund request

   • Any relevant screenshots or supporting documents

3. Once received, the support team will review the request and respond within 7 working days.

4. If the request is approved, the refund will be processed within 7–10 business days to the original payment source

7. Grievance Redressal

If you are dissatisfied with the resolution provided by our support team, you may escalate the matter to our Grievance Officer by sending an email to support@dhcpay.in with the subject line: Escalation: Refund. All escalated issues will be addressed within 10 business days.

8. Final Disclaimer

This policy is subject to change without prior notice based on updates in regulatory requirements, technical systems, or internal business decisions. Users are advised to regularly review this page for the latest updates. Continued use of our platform after changes to this policy constitutes acceptance of those changes.

For any further assistance, please contact us at:
DHCDIGITEC SERVICES PRIVATE LIMITED
Phone: +91-01169310151
Email: support@dhcpay.in