Cancellation & Refund Policy
PRIMEPAY

1. Introduction

This Refund and Cancellation Policy defines the rules governing refunds cancellations and reversals for transactions initiated through PrimePay operated by Prime Finverse Private Limited

Registered Address OU 727, 7th Floor, Esplanade One, Rasulgarh, Khorda, Bhubaneswar, Odisha, 751010, India

Head Office NESCO IT Park, Building 4, North Wing, W. Express Hwy, Goregaon, Mumbai, Maharashtra

Website www.primepay.co.in

Grievance Email grievance@primepay.co.in

2. PLATFORM ROLE

PrimePay is an aggregator and facilitator for

• UPI payments
• BBPS bill payments
• Recharges
• Loans via banks and NBFCs
• Insurance via insurers
• Travel bookings
• PrimePay does not directly provide financial or travel services. All services are executed by third party partners.

3. GENERAL PRINCIPLES

All transactions once initiated are considered final unless

• A failure occurs.
• A duplicate transaction is identified.
• Framework of the Bharat Bill Payment System.
• A valid cancellation request is accepted by the partner.

Refunds are processed based on

• Banking partner rules.
• BBPS guidelines.
• NPCI framework.
• Partner service provider policies.

4. UPI TRANSACTIONS

UPI transactions are processed via NPCI compliant systems in case of

• Failed transactions Amount debited but service not completed.
• Refunds are initiated automatically by the bank within standard timelines typically 3 to 5 working days .
• PrimePay does not control settlement timelines.

5. BBPS BILL PAYMENTS

• Bill payments are processed through BBPS authorized units
• If Payment fails Amount is debited without bill confirmation .
• Refunds are processed as per BBPS guidelines and partner timelines.
• Successful bill payments cannot be cancelled once processed.

6. RECHARGES

• Recharge transactions once successful cannot be cancelled
• If recharge fails and amount is debited
• Refund will be processed automatically within applicable timelines

7. LOANS AND INSURANCE

PrimePay only facilitates applications.

Refunds cancellations or reversals related to.

Loan processing fees.

Insurance premiums.

Are governed by respective partner policies.

PrimePay has no control over such refunds.

Users must contact the partner directly.

8. TRAVEL BOOKINGS

• Travel related cancellations and refunds are governed by
• Airline or operator policies Travel partner terms.
• Cancellation charges may apply.
• Refund timelines depend on the service provider.
• PrimePay is not responsible for delays or deductions.

9.CASHBACK AND PROMOTIONS

• Cashback rewards and offers.
• Are subject to eligibility criteria May be credited within specified timelines May be reversed in case of.
• Fraudulent activity Transaction reversal System errors.
• Cashback is not refundable or transferable

10. FAILED AND DUPLICATE TRANSACTIONS

In case of

• Duplicate payments Failed transactions .
• Refunds are processed automatically by banks or partners .
• Users should wait for standard processing timelines before raising complaints .

11. USER RESPONSIBILITY

User must

• Verify details before making payments Ensure correct biller or account information Report issues promptly.
• PrimePay is not responsible for incorrect transactions due to user error.

12. PROCESS FOR REFUND REQUESTS

• Users may raise a complaint .
• Email grievance@primepay.co.in

Details required

13. REFUND TIMELINES

Typical timelines

• UPI transactions 3 to 5 working days .
• BBPS transactions as per BBPS cycle .
• Recharge failures 3 to 5 working days .

Partner services

• As per respective partner policies.

14. LIMITATION OF LIABILITY

Typical timelines

• PrimePay shall not be liable for.
• Delays caused by banks NPCI BBPS or partners.
• Refund rejection by partners.
• Incorrect payments made by users.
• Service provider deductions or cancellation charges.

15. NO CASH REFUNDS

Typical timelines

• All refunds will be processed only to.
• Original payment source.
• No cash refunds will be provided.

16. POLICY UPDATES

• This policy may be updated periodically.
• Continued use constitutes acceptance.

17. GOVERNING LAW AND JURISDICTION

• This policy is governed by laws of India.
• Courts in Khorda Odisha shall have exclusive jurisdiction.