1. GENERAL POLICY

Our goal is to ensure 100% customer satisfaction. However, due to the nature of digital financial services, certain transactions are non-refundable once processed by the destination host (Operator/Bank).

2. RECHARGES AND BILL PAYMENTS

• Successful Transactions: All mobile recharges, DTH, and bill payments successfully processed by the operator are FINAL and cannot be canceled or refunded.
• Failed Transactions: If your wallet is debited but the transaction fails at the operator side, the amount will be automatically reversed to your wallet within 24 to 72 business hours.
• Wrong Entry: We are not responsible for recharges or payments made to incorrect identifiers (wrong mobile number or account number) provided by the user.

3. DOMESTIC MONEY TRANSFER (DMT) & PAYOUTS

DMT and Payout refunds are handled as per the Immediate Payment Service (IMPS/NEFT) protocols:

• If a transaction is in "Pending" status, we must wait for a final response from the banking host (up to 72 hours).
• Once a transaction is confirmed as "Failed", the amount (excluding service fees) will be returned to your wallet.
• Transactions confirmed as "Success" by the bank cannot be reversed.

4. WALLET TOP-UPS

Funds added to the MOBICELL wallet via Payment Gateways/UPI are intended for service consumption only. Wallet balances cannot be withdrawn back to your bank account except where authorized for specific merchant settlements. In case of a double-deduction during top-up, the gateway will typically refund the duplicate amount automatically within 5-7 days.

5. CANCELLATIONS

Orders for physical goods (if any) or service subscriptions can be canceled within 12 hours of placement, provided the processing has not commenced. To request a cancellation, email [email protected].

6. CONTACT US

For refund status or transaction disputes, please contact us with your Transaction ID:

Email: [email protected]
Subject: [Refund Request] Transaction ID - XXXXXX