Refund and Cancellation Policy

BBPS Refund, Reversal, Cancellation & Grievance Policy

Company Name: PulsePe
PulsePe ("PulsePe", "we", "us", or "our") provides digital bill payment and related services through the Bharat Bill Payment System (BBPS) and/or through authorised BBPS partners and service providers.
This Refund, Reversal, Cancellation & Grievance Policy explains the terms applicable to bill payments made through our platform.

1. Scope

This policy applies to bill payments and related transactions made through PulsePe's website, application, digital platform, customer interface, or other authorised channels.
BBPS transactions may involve billers, banks, BBPS Operating Units, payment aggregators, payment gateways, technology service providers, and other authorised participants.
Accordingly, the processing of a transaction may depend on the relevant biller, payment method, bank, payment service provider, and BBPS participant.

2. Transaction Types

For the purpose of this policy, a BBPS transaction may have one of the following statuses:

2.1 Successful Transaction

A transaction will be considered successful when the payment has been successfully processed through the applicable payment system and the bill payment has been confirmed/credited to the relevant biller, as applicable.
A successful bill payment generally cannot be cancelled or reversed merely because the customer changes their mind.
Where a biller or applicable payment system permits a reversal or refund, such reversal/refund will be handled in accordance with the applicable rules and procedures.

2.2 Failed Transaction

A transaction may be treated as failed where:
The payment was unsuccessful;
The bill payment could not be completed;
The transaction was declined;
The biller did not receive the payment;
The transaction failed due to a technical or communication issue; or
The transaction was otherwise unsuccessful in accordance with the applicable payment-system status.
Where money has been debited from the customer's account for a failed transaction, the transaction will be processed for reversal/refund in accordance with the applicable RBI requirements, BBPS framework, payment-system rules, and the procedures of the relevant payment service provider.

2.3 Pending Transaction

A transaction may remain pending where confirmation has not yet been received from the relevant payment system, biller, bank, or BBPS participant.
Customers should not make repeated payments for the same bill while a transaction remains pending unless they have confirmed that the previous transaction has failed.
PulsePe may wait for the final transaction status before initiating or confirming a reversal/refund, where required.

3. Cancellation Policy

3.1 Customer-Initiated Cancellation

Because BBPS payments are intended to pay a specific bill or service, customers generally cannot cancel a payment after it has been successfully processed.
Customers should carefully verify the following before confirming payment:
Biller name;
Customer/consumer number;
Account/service number;
Bill amount;
Other bill details displayed before payment.
If a transaction is already successfully processed, any refund or reversal will be subject to the rules of the relevant biller, BBPS participant, payment service provider, and applicable regulations.

3.2 Incorrect Biller or Customer Details

If a customer enters incorrect information, including an incorrect:
Biller;
Customer ID;
Consumer number;
Account number;
Service number;
Mobile number; or
Other biller-specific information,
PulsePe will make reasonable efforts to assist the customer in raising the matter with the appropriate biller or payment participant.
However, PulsePe does not guarantee reversal or refund where the payment has been successfully processed due to incorrect information supplied by the customer.
Any refund or correction will be subject to the applicable biller's and payment-system rules.

4. Refund and Reversal Policy

Refunds or reversals may arise in situations including:
Failed transactions where the customer's account has been debited;
Duplicate transactions, subject to verification;
Technical failure resulting in an unsuccessful payment;
Payment credited incorrectly due to an issue attributable to the payment system or service provider;
A refund approved by the relevant biller or payment participant;
Other circumstances where a refund/reversal is required under applicable law, RBI directions, BBPS rules, or the applicable payment-system framework.
Refunds are subject to transaction verification and reconciliation.

5. Duplicate Payments

If a customer accidentally makes multiple payments for the same bill, the customer should immediately contact PulsePe with the relevant transaction details.
The customer should provide:
Name;
Mobile number;
Biller name;
Customer/consumer number;
Transaction/reference number(s);
Date and time of payment;
Amount paid;
Payment reference/UTR, where available;
Screenshot or other supporting information, if required.
Duplicate payment claims will be verified against transaction records.
Where a duplicate transaction is confirmed and eligible for reversal/refund, the refund will be processed in accordance with the applicable BBPS, biller, bank, and payment-system rules.

6. Refund Method

Where a refund is approved, it will generally be processed through the original payment channel or the payment method through which the transaction was made, wherever technically and legally possible.
PulsePe may not be able to process a refund to a different bank account, card, UPI ID, or payment instrument where the applicable payment-system rules do not permit it.

7. Refund Timeline

Refund/reversal timelines depend on:
Transaction status;
Bank/payment service provider;
Payment method;
Biller;
BBPS participant;
Reconciliation process;
Applicable RBI and BBPS requirements.
Where a transaction has failed and the customer's account has been debited, the reversal will be handled in accordance with the applicable RBI TAT and customer-compensation framework and the BBPS dispute-resolution process.
Customers should retain their transaction/reference number until the transaction has been fully resolved.

8. Charges and Convenience Fees

Where applicable, service charges, convenience fees, platform charges, or other permitted charges may be disclosed to the customer before completion of the transaction.
Such charges may be non-refundable where the underlying service has been successfully provided, subject to applicable law and the specific transaction terms.
Where a refund is required due to a failed transaction or other circumstance covered by applicable regulatory requirements, the treatment of charges will be determined in accordance with the applicable rules and transaction framework.

9. Biller's Responsibility

PulsePe provides the payment interface and/or facilitates payment through the applicable BBPS/payment ecosystem.
The underlying bill, bill amount, due date, outstanding amount, account status, and services supplied by the biller remain the responsibility of the relevant biller.
Customers should contact the biller directly for matters relating to:
Incorrect bill amount;
Incorrect outstanding balance;
Disconnection/reconnection;
Service quality;
Meter reading;
Bill generation;
Bill correction;
Biller account disputes;
Services supplied by the biller.
PulsePe may assist in raising a payment-related dispute where applicable.

10. Transaction Disputes

Customers may raise a dispute where:
Money has been debited but the bill payment is not reflected;
A transaction is showing an incorrect status;
A transaction is duplicated;
A refund/reversal has not been received;
A transaction appears unauthorised;
The customer experiences another payment-related issue.
Customers should provide the BBPS transaction/reference number when raising a dispute.
The BBPS framework provides for centralised complaint management and dispute resolution, and the BBPS reference number is used for raising and resolving transaction disputes.

11. Unauthorised Transactions

If a customer notices an unauthorised or suspicious transaction, the customer should immediately contact PulsePe and also notify the relevant bank, payment service provider, or payment instrument issuer, as applicable.
Customers should not share:
OTP;
UPI PIN;
Card PIN;
CVV;
Password;
Banking credentials; or
Other authentication information
with any person claiming to be a PulsePe representative.
Any claim relating to an unauthorised transaction will be investigated in accordance with applicable laws, RBI requirements, payment-system rules, and the procedures of the relevant bank/payment service provider.

12. Grievance Redressal

PulsePe is committed to providing a fair and transparent mechanism for resolving customer complaints.
Customers may contact us through:
PulsePe
Email: info@pulsepe.com
Phone: +91 90050 09296
Website: https://pulsepe.com
Office Address:
Shop No. 203, Possible Triangle,
Mavdi Main Road,
Rajkot, Gujarat – 360004, India
When contacting us, customers should provide:
Customer name;
Registered mobile number;
Biller name;
Customer/consumer number;
BBPS transaction/reference number;
Payment reference/UTR, where available;
Transaction date;
Transaction amount;
Description of the issue;
Supporting documents/screenshots, if applicable.

13. Complaint Handling

Upon receiving a complaint, PulsePe may:
Register the complaint;
Verify the transaction details;
Check the transaction status;
Coordinate with the relevant BBPS participant, bank, payment service provider, or biller;
Initiate or facilitate reversal/refund where applicable;
Provide the customer with the status or resolution of the complaint.
Some complaints may require additional time where verification or reconciliation with a bank, biller, payment provider, or BBPS participant is required.

14. Escalation

If a customer is not satisfied with the response or resolution provided by PulsePe, the customer may request escalation through our designated grievance mechanism.
Where applicable, customers may also use the dispute-resolution mechanism available through the relevant BBPS/payment ecosystem and pursue remedies available under applicable laws and regulations.
Nothing in this policy limits any statutory or regulatory rights available to customers.

15. Fraudulent or Abusive Transactions

PulsePe reserves the right to investigate, suspend, reject, or restrict transactions where there are reasonable grounds to suspect:
Fraud;
Money laundering;
Misuse of the platform;
Unauthorised activity;
Manipulation of transaction information;
Multiple abusive refund claims;
Violation of applicable laws;
Violation of PulsePe's Terms and Conditions.
Where required, information may be shared with banks, payment service providers, BBPS participants, regulators, law enforcement authorities, or other competent authorities.

16. Limitation Regarding Third-Party Services

PulsePe may depend on third parties, including banks, payment gateways, payment aggregators, BBPS participants, billers, network providers, and technology service providers.
PulsePe shall not be responsible for delays or failures caused solely by circumstances outside its reasonable control, including:
Bank outages;
Payment-network outages;
Biller system failures;
BBPS/system downtime;
Internet or telecommunications failures;
Government restrictions;
Natural disasters;
Cybersecurity incidents;
Other force majeure events.
However, eligible failed transactions will be handled in accordance with applicable regulatory and payment-system requirements.

17. No Cash Refund

Unless expressly permitted by applicable law or the relevant payment-system/biller process, refunds will generally not be provided in cash.
Eligible refunds will normally be processed through the appropriate payment channel.

18. Policy Updates

PulsePe reserves the right to modify or update this Refund, Reversal, Cancellation & Grievance Policy from time to time.
Any updated policy will be published on our website with the revised Effective Date.
Customers are encouraged to review this policy periodically.

19. Applicable Law

This policy shall be governed by and interpreted in accordance with the applicable laws and regulations of India.
BBPS transactions shall also be subject to applicable RBI directions, BBPS/NPCI rules, payment-system requirements, and the terms applicable to the relevant biller and payment service provider.

PulsePe
Shop No. 203, Possible Triangle,
Mavdi Main Road,
Rajkot, Gujarat – 360004, India
Email: info@pulsepe.com
Phone: +91 90050 09296
Website: https://pulsepe.com