1. General Policy
Kwiksafar aims to process digital transactions accurately and provide clear support when a transaction is pending, failed, reversed or disputed. Refund eligibility and timelines can depend on the service type and the relevant bank, payment network, biller or service provider.
2. Cancellation
Once a recharge, bill payment, money transfer or other transaction has been successfully submitted for processing, cancellation may not be possible. If a cancellation option is technically available before final processing, it will be handled according to the applicable service rules.
3. Failed Transactions
If your account or wallet is debited but the requested service is not successfully completed, the transaction may be reviewed for reversal or refund. The amount may be automatically reversed by the relevant payment provider or may require support intervention.
4. Pending Transactions
Pending transactions may require additional time for confirmation. Users should avoid initiating duplicate transactions while the original transaction remains pending unless instructed by support or the relevant service provider.
5. Refund Timelines
Where a refund or reversal is approved, the time for the amount to reflect can vary depending on the payment method, bank, payment gateway, biller or other service provider. Kwiksafar cannot guarantee a fixed banking settlement time where processing is controlled by a third party.
6. Non-Refundable Situations
- Successfully completed transactions where the underlying service has already been delivered, subject to applicable law and provider rules.
- Incorrect details entered by the customer, where the transaction has been successfully processed and cannot be reversed.
- Requests outside the applicable dispute or support period.
- Fees or charges that are expressly identified as non-refundable, where permitted by law.
7. How to Raise a Transaction Issue
Contact us as soon as possible with your registered mobile number, transaction ID/reference number, date, amount, service type and a clear description of the issue. Do not send your password, OTP or PIN.
8. Dispute Review
We may verify transaction records with the relevant service provider before determining the status of a complaint. Additional information or documents may be requested where necessary for verification.
9. Contact for Refunds
Email [email protected] for refund, reversal or cancellation support.