Refunds and Cancellations Policy

Last Updated: 04-04-2025

A. Introduction

Purpose

At OnTime Pay, an online recharge and bill payment platform, our primary goal is to ensure complete customer satisfaction. If you find yourself dissatisfied with our services for valid reasons, we will investigate your concerns and issue a refund where appropriate.

Scope

This policy applies to all users of OnTime Pay and governs the processes for cancellations and refunds related to online recharges, bill payments, and any other services we provide.

Importance of Reviewing Offers

Please review each offer thoroughly before making a purchase or initiating a transaction, as specific terms and conditions may apply to individual deals or promotions.

B. Cancellations

Initiating a Cancellation

If you wish to cancel a transaction or service, please contact us promptly via our “Contact Us” link or support channels.
We may request additional information to verify your identity and process the cancellation request.

Cancellation Window

Cancellation requests received fewer than five (5) business days before the end of the current service period (where applicable) will take effect in the next billing cycle or service period.
For real-time transactions (like instant recharges or bill payments), once a transaction has been successfully processed, it generally cannot be canceled. However, if the transaction fails or remains pending, please contact us for support.

C. Refunds

Eligibility Criteria

Refunds may be granted if a transaction fails to complete due to technical errors, system malfunctions, or other validated issues under OnTime Pay’s control.
We reserve the right to request proof of the transaction, error messages, or any other documentation to substantiate your claim.

Refund Approval Process

Upon receiving a refund request, our team will conduct a thorough investigation to determine if the request is valid.
If approved, refunds will be made using the same payment method used for the initial transaction (e.g., credit card, debit card, payment gateway).

Refund Processing Timeframe

Approved refunds will be processed within ten (10) working days from the date of approval.

Refund Credited Timeframe

After processing, the refunded amount typically takes an additional 5–10 working days to reflect in your account, depending on your bank or payment provider.

Non-Refundable Items

Certain products or services might be non-refundable, such as:

• Transactions explicitly marked as final or non-refundable.
• Any service charges or convenience fees incurred during the transaction process.

Repeated Refund Requests

Users who repeatedly request refunds without valid reasons may be subject to further review or potential account restrictions.

D. Additional Points

Changes to Policy

We may update or revise this Refunds and Cancellations Policy at any time. Any changes will be posted on our website and will become effective immediately upon publication. Continued use of our services after any policy updates indicates your agreement with the revised terms.

User Responsibilities

Users are responsible for providing correct and complete information for transactions. Refunds may be denied if incorrect details or user errors are the cause of failed transactions.

Limitation of Liability

OnTime Pay is not responsible for delays in processing refunds that are attributable to bank or payment gateway delays, technical issues, or force majeure events.

E. Contact Us

If you have any questions, or if you wish to initiate a cancellation or refund request, please reach out through our Contact Us page or email our support team at info@ontimepay.in. We are committed to assisting you and ensuring that your experience with OnTime Pay meets your expectations.

Thank you for choosing OnTime Pay. We appreciate your trust and aim to make every transaction a seamless experience.