Refund & Cancellation Policy

At MudraPay, our foremost goal is to provide you with a seamless and trouble-free experience whenever you engage with Whether you've recently conducted business with us or are planning to do so in the near future, our commitment to excellence remains constant. We understand the significance of your experience, and we are devoted to ensuring that you receive the best possible solutions and assistance.


We would like to inform you that all sales of recharge transactions or transactions related to payment of Utility Bills are considered final. This means that once a recharge is purchased or a bill is paid, no refunds or exchanges will be permitted. We urge you to carefully consider your transactions before proceeding with the payment.

It is important to note that you, as the customer, are solely responsible for ensuring the accuracy of the mobile number or DTH account number or Customer number for Utilities for which you are purchasing the service. Any charges or consequences that arise from these purchases are your responsibility. MudraPay will not be held accountable for any purchases made for incorrect mobile numbers or DTH account numbers or incorrect customer numbers for Payments of Utility bills.

We understand the significance of accuracy and responsibility in recharge and utility bill payment transactions, and we encourage you to double-check and verify the details before confirming your payments. This policy is in place to uphold transparency and ensure a fair and consistent experience for all our customers.

In the event that you have completed a transaction on our site, your payment has been debited from your wallet, card, or bank account, but the recharge has not been delivered or the utility bill is not paid within 24 hours of the transaction's completion, we have a process in place to address this situation and ensure your satisfaction.

If you encounter such a scenario, we kindly request you to follow these steps:

  • Raise a Complaint: Utilize the "Raise Complaint" option on our website or get in touch with us through our published Customer Care Number.

  • Provide Details: When raising the complaint, you are required to provide details associated with the transaction like Mobile number or DTH account number or Customer number mentioned in your Utility bill, Operator name, Transaction value, Transaction date, Order number, etc. for our investigation.

  • Investigation and Resolution: will thoroughly investigate the incident. If it is confirmed that your payment was debited from your card or bank account without the corresponding recharge being delivered or utility bill being paid, you will be entitled to a full refund.

  • Refund Process: If our investigation verifies the issue, you can expect to receive your refund within 7 working days from the date of receiving your email. The refund will be processed back to the source from which the payment was made.

We understand the importance of timely and accurate recharges and want to assure you that we take such matters seriously. Our priority is to ensure that our customers receive the services they have paid for without any delays or issues.


We understand that there might be situations where you wish to cancel a product or service acquisition and receive a refund. To ensure clarity and transparency, we have established certain guidelines for cancellation and refunds that you should be aware of:

  • Cancellation Request Timeframe: If you decide to cancel your product or service acquisition and seek a refund, it's important to note that each product or service has a specific cancellation timeframe. The maximum period for making a cancellation request is generally 7 days, but this can vary depending on the nature of the product or service you have availed.

  • Exceptions to Cancellation: There are certain categories that do not fall under our cancellation and refund policy. These include mobile and DTH recharge, data card recharge, insurance premium payment, utility bill payment, etc. Due to the nature of these services, cancellation and refunds are not entertained for these transactions.

  • Third-Party Products and Services: If you have acquired third-party products or services through our interface, please be aware that cancellations and refunds for these are not possible due to our limited control over third-party offerings.

  • Cancellation Process: To initiate a cancellation and refund request, you must reach out to us through our support email or by contacting our support center. These are the only valid channels for making such requests.

  • Processing Time: The entire cancellation and refund process may take up to 7 days to be completed. During this time, we will work diligently to process your request and ensure a smooth resolution.

  • Refund Transaction: Once your cancellation is approved and processed, the refunded amount will be credited back to your original payment source. We recommend staying in touch with your bank to track the refund progress.

  • Partial or Full Refunds: The refund amount can be partial or full, depending on our company policy for the specific product or service. For more detailed information about the refund process, you should review the relevant cancellation policy rules provided by the company.

We prioritize your understanding and satisfaction, and we are committed to guiding you through the cancellation and refund process. Please keep these guidelines in mind when considering cancellations and refunds for your transactions. If you have any further questions or need assistance, don't hesitate to contact us through our support channels.


In instances where a top-up payment or advance payment is received from retailers or distributors, and said payment is deposited into their retail account but remains unused for the purchase of goods and services, we have established a process to address this situation.

If a retailer or distributor decides not to utilize the deposited amount and wishes to have the payment returned, the following procedure will be followed:

  • Refund Request Submission: The retailer or distributor must submit a formal refund request to us, stating their intention to reclaim the unused balance. This request can be made after a period of one month from the date of deposit.

  • Processing Time: Once we receive the refund request from the retailer or distributor, we will initiate the refund process. The refund will be processed within 21 working days from the date of receiving the request.

  • Refund Method: The refund amount will be returned using the same source from which the original payment was made. This ensures a seamless and secure transaction process.

Please note that the specifics of this clause, including timeframes and refund methods, are subject to our policies and may be adjusted as needed. We are committed to maintaining clear communication and a hassle-free experience for all parties involved.