Refund & Cancellation Policy
Last Updated: 13 October 2026 • Applicable to BBPS Utility Payments, Recharges & E-Commerce Orders
Policies
1. Policy Overview
At MitraHelp, customer satisfaction, financial trust, and operational transparency are paramount. Because our platform operates both as an Authorized BBPS FinTech payment interface and a Commercial E-Commerce store for electronics and appliances, different refund terms apply to each operational category as detailed below.
2. Bharat BillPay (BBPS) Utility Bill Payments
BBPS transactions cover Electricity, Piped Gas, Water, Municipal Taxes, Broadband, DTH, and FASTag.
Once a bill payment is accepted by the utility provider and an Eko TID / BBPS reference number is generated, it cannot be cancelled or refunded, as the funds have been permanently credited to your utility account.
If a transaction fails at the provider boundary, the full debited amount is instantly and automatically refunded back to your MitraHelp wallet with zero deduction.
If a transaction outcome is pending upstream verification, our automated reconciliation engine monitors the provider status. If confirmed failed, full auto-refund is credited within 24 hours.
3. Prepaid Mobile Recharge
- Recharge plans are fulfilled directly with telecom operators (Jio, Airtel, Vi, BSNL).
- If the telecom operator rejects the recharge request (e.g. invalid plan amount or deactivated SIM), the full recharge amount is immediately reversed to your wallet.
- Once the telecom operator confirms successful talktime or data plan delivery, the transaction is final and non-refundable.
4. E-Commerce Hardware & Home Appliances
For physical commercial POS hardware, thermal printers, barcode scanners, and home appliances:
Order Cancellation
You may cancel physical product orders anytime before the product is dispatched. A 100% refund will be credited back to your original payment mode or MitraHelp wallet.
7-Day Replacement / Return
We offer a 7-Day Replacement Window from delivery for items received physically damaged, defective, or significantly different from the catalog description.
Conditions for Product Returns:
- The product must be in its original condition with all accessories, user manuals, and warranty cards.
- The original manufacturer box and packaging must be preserved with intact serial number barcodes.
- Damage resulting from misuse, unauthorized opening, or electrical surges is not eligible for return.
5. MitraHelp Wallet Balances
Prepaid top-up amounts added to your MitraHelp wallet are meant for ongoing bill settlements and merchant billing. Users can utilize their wallet balance at any time across all available BBPS services and hardware purchases. In the event of permanent merchant account deactivation, unencumbered wallet balances can be withdrawn to the merchant's verified registered bank account following KYC verification within 5 to 7 business days.
6. Refund Settlement Timelines
| Scenario / Service | Refund Destination | Estimated Turnaround Time |
|---|---|---|
| Failed BBPS Bill Payment / Recharge | MitraHelp Wallet | Instant (within seconds) |
| Reconciled Pending Payment (Failed Outcome) | MitraHelp Wallet | Within 24 Hours |
| Cancelled E-Commerce Order (Pre-Dispatch) | MitraHelp Wallet / Original Gateway | Wallet: Instant • Bank/UPI: 3–5 Business Days |
| Returned Hardware Product (Post Pickup & QA) | Original Payment Source | 5–7 Business Days |
7. How to Request a Refund or Dispute
If you believe a payment deduction has not been properly reconciled, or need assistance returning a product, please contact our dedicated Support Desk with your Order ID or Client Ref ID: