Refund Policy

Last updated: 08 Sep 2026

This Refund Policy explains when and how refunds are issued for orders placed on TezExchange, a peer-to-peer digital recharge and wallet exchange platform. It applies to recharge/top-up orders placed through the marketplace, and to money added to your Platform wallet.

1. When a Refund Is Issued

Failed recharge: If a recharge order fails at the operator/API level (e.g. the mobile number could not be topped up), the order amount held from the buyer is automatically reversed to the buyer's Platform wallet once the failure is confirmed.
Seller non-fulfilment: If a seller fails to fulfil an accepted order within the applicable SLA and the order is cancelled or force-completed as failed by an administrator, the buyer is refunded to their wallet.
Duplicate/erroneous wallet top-up: If a wallet "Add Money" payment is confirmed by the payment gateway but not correctly credited to your wallet due to a technical error, the amount will be credited to your wallet once verified.
Dispute resolution: Where a dispute is raised on an order and, after investigation, is resolved in the buyer's favour, the disputed amount is refunded to the buyer's wallet in line with the administrator's decision.

2. Refund Destination

Refunds for failed/disputed orders are credited back to your Platform wallet, not directly to your original bank account or UPI. From your wallet, you may use the balance for future orders or submit a standard withdrawal request (subject to KYC and withdrawal processing times) to move the funds to your registered bank account or UPI ID.

3. Processing Time

Automatic recharge-failure refunds to wallet: typically credited within a few minutes to a few hours of the failure being confirmed by the operator/API.
Dispute-driven refunds: processed after the Dispute Center investigation concludes, typically within 3–7 business days of the dispute being raised, depending on complexity and evidence review.
Wallet top-up reconciliation issues: typically resolved within 3–5 business days after you raise a support ticket with your payment reference.
Subsequent withdrawal of refunded wallet balance to your bank/UPI follows the standard withdrawal processing time shown on the Withdraw page.

4. Non-Refundable Scenarios

Orders successfully completed where the recharge was delivered to the correct number/account as entered by the buyer — including cases where the buyer entered an incorrect mobile number or operator; the Platform is not responsible for verifying the intended recipient beyond the details submitted.
Orders where the dispute investigation concludes the seller fulfilled their obligation correctly.
Platform commission/fees already earned on a successfully completed order.
Losses arising from sharing your password, OTP, or transaction PIN with a third party.
Requests raised after the applicable dispute window has closed (see in-app order details for the exact window, typically 7 days from order completion).

5. How to Request a Refund

For a failed order, no action is usually needed — the reversal is automatic. If you believe a refund is due and has not been credited, or you wish to dispute a completed order, please raise a request via the in-app Dispute Center (for order-specific issues) or the Support Ticket system (for wallet top-up issues), including your order number/transaction reference and a description of the issue.

6. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our operations or applicable law. The policy in effect at the time an order is placed governs that order.

This is a template policy generated as a starting point and has not been reviewed by a lawyer. Have it reviewed by a qualified lawyer before relying on it for legal compliance.