Pocket Wallet – Multi Recharge, AEPS, BBPS, DMT & Banking Services in India

Refund Policy

Refund Policy

PocketWallet • https://pocketwallet.co.in/

Last updated: March 11, 2026

Table of Contents

1. Introduction

This Refund Policy governs all refunds for transactions and services on the PocketWallet Platform (App + Website). It forms part of our Terms and Conditions and must be read together with our Privacy Policy.

By using PocketWallet, you agree to this Refund Policy. PocketWallet is a digital wallet and payment facilitator (not a bank). Most UPI, recharge, bill-pay and merchant payments are instant and irreversible once successfully processed.

2. When Refunds Are Applicable

  • Failed transactions where money was debited from your account/bank but not credited to the recipient (e.g., technical failure, network issue, insufficient balance on recipient side).
  • Duplicate payments caused by system error on PocketWallet side.
  • Services not delivered due to our technical fault (e.g., recharge failed but amount deducted).
  • Wallet balance refund when you close your account and all KYC/compliance requirements are fulfilled.

3. When Refunds Are NOT Applicable

No refund will be issued in the following cases:
  • Successful transactions (money transferred to correct recipient).
  • User error (wrong UPI ID, wrong mobile number, wrong bill details, etc.).
  • Recharges, bill payments, or merchant payments that were successfully delivered.
  • Transactions where you received the benefit (e.g., talktime credited, bill paid).
  • Fraudulent or suspicious activity detected on your account.
  • Disputes with merchants/third parties (you must contact the merchant directly).

4. Refund Process

For eligible failed transactions, the refund will be processed automatically to your original payment source (bank account / wallet) within the timeframes mentioned below.

In case of manual refund (rare cases), you will be required to provide transaction ID, proof of payment, and bank details.

5. Timeframe for Processing Refunds

  • Automatic refunds to wallet: Instant to 24 hours
  • Refunds to bank account: 3–7 business days (depending on bank/NPCI processing)
  • Manual review cases: Up to 15 business days from the date of request

Note: Weekends and public holidays are not counted as business days.

6. How to Request a Refund

  1. Open PocketWallet App → Go to “Transactions”
  2. Select the failed transaction → Tap “Report Issue” or “Request Refund”
  3. Submit the request with transaction ID and brief description
  4. OR email us at support@pocketwallet.co.in with transaction details

We will review and respond within 48 hours.

7. Wallet Balance Refund

If you wish to close your PocketWallet account and get your remaining wallet balance refunded, you must:

  • Complete full KYC
  • Have zero pending transactions/disputes
  • Submit a written request via email

Refund will be processed to your verified bank account within 7–10 business days.

8. Contact / Grievance Officer

For any refund-related queries or complaints:

Grievance Officer

Name: [Your Name or Designated Officer]

Email: support@pocketwallet.co.in

Address: [Your Full Registered Address]

We will respond to all refund requests within timelines prescribed under RBI and applicable law.

By using PocketWallet, you agree to this Refund Policy. This policy may be updated from time to time. Continued use after updates constitutes acceptance.