Refund & cancellation policy

01 The basic rule

Money that did not reach its destination comes back to the wallet it left. You do not have to ask for this — a debit that the bank finally reports as failed is reversed automatically.

What a claim is for is the case where the automatic reversal has not happened within the timeline below, or where the bank reported success but the beneficiary says otherwise.

Do not retry a transaction that is showing as pending. A retry creates a second, independent instruction. If both later succeed, recovering the duplicate becomes a dispute with the receiving bank rather than an automatic reversal.

02 Transaction states

• Success — the bank confirmed it. Cash may be handed over. Commission is credited.
• Pending — the bank has not given a final answer yet. The portal keeps checking until it does. No cash should change hands.
• Failed — the bank rejected it. Any debit is reversed to your wallet and commission is not charged.
• Reversed — the transaction succeeded and was subsequently undone, by cancellation or by dispute.

Every record carries the bank’s own reference number. Quote it in any claim.

03 Reversal timelines

Measured in bank working days from the transaction timestamp. These depend on the underlying rail, so they are targets, not guarantees.

04 AEPS & UPI ATM

These are inward transactions — the customer’s bank account is debited and your AEPS wallet is credited.

• If the customer’s account was debited but your wallet was not credited, raise a ticket with the RRN. The amount is credited once the bank confirms the debit.
• If your wallet was credited but the customer’s bank shows no debit, do not hand over cash. Report it — the credit will be reversed.
• If authentication fails, nothing moves. There is nothing to refund.
• Cash handed to a customer against a pending AEPS transaction that later fails is your loss, not ours. This is the single most common cause of counter shortfalls.

05 Money & fund transfer

• A failed or rejected transfer is credited back to your main wallet automatically, along with any fee charged on it.
• A transfer that succeeds cannot be recalled by us. Once the beneficiary bank has credited the account, recovery is a matter between the sender and the receiving bank.
• Transfers sent to a wrong but valid account because of a typo are not refundable by ShantiPe. Beneficiary verification exists precisely to prevent this — always confirm the name returned by the penny drop with the customer before sending.
• Where a beneficiary bank returns funds of its own accord, they are credited to your wallet on receipt.

06 Recharge & bill payment

• A recharge that the operator rejects is reversed to your wallet, usually within 24 hours and at most within the window in section 3.
• A recharge delivered to the number entered is not refundable, including when the wrong number was entered. Confirm the number with the customer before submitting.
• A bill payment accepted by the biller is not refundable by us. Overpayment or a duplicate payment is settled by the biller as a credit on the consumer’s next bill.
• Where the biller supports bill fetch, use it. A payment made against a fetched amount is far harder to dispute than one typed from memory.

07 Travel bookings

• Cancellation and refund follow the airline’s or bus operator’s own fare rules, not this policy. Those rules are shown before you confirm the booking.
• Cancel from the Travel bookings screen so the record stays attached to your counter.
• The operator’s cancellation charge and any convenience fee are deducted from the refund. Convenience fees are not refundable.
• The net refund is credited to your main wallet once the operator releases it — typically 5 to 15 working days for air, and shorter for bus.
• If the operator cancels the service, the full fare is refunded per their policy. Compensation beyond the fare, where offered, is theirs to decide.

08 Wallet top-ups

• A top-up paid into your virtual account but not reflected in the wallet is credited once the bank confirms. Quote the UTR.
• Wallet balance is an operating float. It is not withdrawable on demand as a refund, but is settled to your registered bank account on account closure, after deductions and any chargeback hold period.
• Fund requests declined by your upline are not debits and need no reversal.

09 What is not refundable

• Successful transactions delivered exactly as instructed.
• Amounts lost because cash was handed over against a pending status.
• Convenience fees and payment-gateway charges on completed transactions.
• Commission already recovered on a transaction that was later reversed.
• Losses from sharing your credentials, or from transacting without the customer present where presence is required.
• Claims raised after 60 days from the transaction date, which most banks will no longer accept.

10 How to raise a claim

1. Open the transaction in Reports and check its current status — many claims resolve themselves within the window.
2. If the window in section 3 has passed, raise a support ticket from inside the portal. Raising it there attaches the transaction reference automatically.
3. Include the customer’s account or consumer number, the amount, and anything the customer’s bank has told them.
4. We acknowledge the ticket and give you a reference number.
5. Where a bank or biller has to be involved, resolution follows its timeline. We will tell you what that is rather than guess.
6. Unhappy with the outcome? Escalate to the Grievance Officer under the grievance redressal policy.

11 Contact

Support: info@dotmik.com • +91 93558 80074
Monday to Saturday, 10:00 – 19:00 IST

DotMik Software Private Limited
Plot No. 165, Prem Nagar, Blk-G, PP-354, Najafgarh, South West Delhi, New Delhi, Delhi, India, 110043