Refund Policy
Last updated: May 11, 2026
1. Overview
This Refund Policy applies to recharge and bill payment services offered through Ai Pay App, including prepaid mobile recharge, postpaid mobile bill payment, DTH recharge, and utility bill payments.
Important: Recharge and bill payment transactions are generally processed in real time and cannot be cancelled once submitted to the telecom operator or biller.
2. When Refund Is Applicable
Refund can be provided in the following cases:
- Failed transaction with debit: Amount is deducted from your payment source, but recharge or bill payment status is failed.
- Pending transaction not resolved: Transaction remains pending beyond the standard turnaround time.
- Duplicate debit: Same recharge request is debited more than once due to technical reasons.
- Technical processing error: A confirmed platform-side error causes non-delivery of the requested service.
Refund is not applicable in these cases:
- Wrong mobile number, DTH ID, operator, or biller details entered by the user.
- Wrong amount, wrong plan selection, or accidental recharge selected by the user.
- Successful recharge/payment acknowledged by operator or biller.
- Requests raised after 30 days from transaction date.
- Fraudulent, disputed, or policy-violating accounts and transactions.
3. Auto Reversal and Manual Refund
For many failed transactions, reversal is automatically initiated by banking and payment partner systems. If automatic reversal does not happen within the expected time, users may raise a support request for manual review.
4. Refund Timelines
| Scenario |
Timeline |
| Failed recharge with amount debited |
Within 3-7 business days |
| Duplicate debit/duplicate transaction |
Within 5-10 business days |
| Pending transaction auto reversal |
Up to 7 business days |
| Manual refund after escalation review |
7-15 business days |
5. How to Request Refund Support
- Raise a complaint within 7 days of transaction date.
- Share transaction ID, mobile number/DTH subscriber ID/biller account number, amount, date, and payment method.
- Attach payment proof such as bank SMS, statement entry, or screenshot for faster resolution.
6. Contacting Support
Email
moondigitalpay@gmail.com
Subject: Refund Request - [Transaction ID]
Phone
+91 7804950318
Hours: Monday - Saturday: 9 AM - 6 PM
In-App
- Go to Settings → Support → Report Issue
- Select the transaction and provide details
- Submit your request
7. Important Notes
- All eligible refunds are credited to the original payment source as per banking and payment partner rules.
- Convenience fees or platform fees, if any, may be non-refundable unless required by law.
- Cashback, bonus, or promotional credits are non-transferable and non-refundable.
- Multiple refund requests for the same transaction will be treated as a single case.
- Ai Pay App reserves the right to reject requests where fraud or abuse is identified.
8. User Responsibility
Users must verify operator, mobile number, recharge plan, and amount before confirming payment. Ai Pay App will not be liable for loss due to incorrect details submitted by the user.
9. Dispute Resolution
If you disagree with our refund decision, you can:
- Request escalation with additional supporting details.
- Provide fresh proof from your bank or payment provider.
- Contact our compliance support at moondigitalpay@gmail.com.
10. Changes to Refund Policy
Ai Pay App may update this Refund Policy from time to time to reflect changes in law, partner requirements, or operational processes. Updated policy will be effective from the date posted on this page.
11. Contact Us
For further assistance, reach out to:
- Email: moondigitalpay@gmail.com
- Phone: +91 7804950318
- Hours: Monday - Saturday: 9 AM - 6 PM
- Head Office: Moon Digital Payment Services LLP, 36, M.G Road Khachrod, Dist Ujjain 456224, India