Refund & Cancellation Policy

This policy explains how PREBAIRD PRIVATE LIMITED handles failed, pending, duplicate and disputed bill payment transactions processed through our platform on the Bharat Connect network.

Last updated: 03 September 2026

1. Nature of a bill payment

A bill payment is a transfer of money to a biller against a specific consumer account. Once a transaction is successfully processed and the biller has been credited, it cannot be cancelled or reversed by us at the customer's request. Any adjustment then lies between the customer and the biller.

2. Failed transactions

If a payment is debited but the transaction is marked failed by the network or the biller, the amount is returned to the source of funds through the network's automated return process.

• Payments made at an agent counter in cash: the agent refunds the customer at the counter once the failure is confirmed.
• Payments made through UPI, card, net banking or wallet: the amount is returned to the original instrument.
• Indicative timeline: typically within 3 to 7 working days from confirmation of failure, subject to the bank's or instrument issuer's processing time.

3. Pending or deemed transactions

Where a transaction status remains pending, it is reconciled against the network's records in the settlement cycle. If it is subsequently confirmed as successful, the payment stands and a reference number is issued. If it is confirmed as failed, it is treated under clause 2 above. Customers should not repeat a pending payment until its status is resolved.

4. Duplicate payments

Where the same bill is paid twice, both payments are typically credited to the biller. The excess amount is generally adjusted by the biller against the next bill, or refunded as per the biller's own policy. We will assist by supplying the transaction references and raising the matter with the biller through the network.

5. Incorrect consumer number

If a payment is made against an incorrect consumer number or account identifier entered by the customer or the agent, the money reaches the account that was entered. Recovery in such cases depends on the biller's policy and cooperation, and cannot be guaranteed. Please verify the identifier and the customer name shown on bill fetch before confirming payment.

6. Convenience fee

Where a convenience fee is applicable and separately disclosed before payment, it is refunded along with the principal amount if the transaction fails. It is not refundable for a successfully processed transaction.

7. Service fees between us and partners

Platform, integration and subscription fees payable by partners under an executed agreement are governed by that agreement and are, unless expressly stated otherwise, non-refundable.

8. How to raise a refund request

1. Keep the transaction reference number, date, amount, biller name and consumer number ready.
2. Raise the request with the agent or channel where the payment was made.
3. If unresolved, write to business@prebaird.com with the details above.
4. If still unresolved, escalate as set out in our Grievance Redressal process.

9. Network rules prevail

All refund, return and dispute handling follows the operating guidelines and dispute management rules published by NPCI Bharat BillPay Ltd. for the Bharat Connect network. Where this policy differs from those rules, the network rules prevail.