This policy explains how failed, pending and disputed transactions are handled on RoyalPay24, a brand of Gazepayment Solutions Private Limited.
1. Successful transactions
Bill payments and recharges once marked Successful are processed by the biller or operator in real time and cannot be cancelled or refunded by us. If a payment is made to a wrong number or consumer account because of wrong details, the partner or customer must contact the biller or operator directly.
2. Failed transactions
If a transaction fails, the amount debited for it is automatically credited back to the partner’s wallet.
3. Pending transactions
Some transactions may show Pending while the bank, BBPS or operator confirms the status. Once the final status is received, the transaction is marked Successful, or Failed and refunded to the wallet. Please do not repeat a pending transaction to avoid a double payment.
4. Service-wise summary
| Service | If failed / reversed |
|---|---|
| BBPS bill payment | Amount reversed to partner wallet. Disputes are handled through the Bharat BillPay complaint process. |
| Mobile / DTH / Data card recharge | Amount reversed to partner wallet once the operator confirms failure. |
| AEPS cash withdrawal | If the customer’s bank account is debited but the transaction fails, the bank reverses the amount to the customer’s account as per applicable RBI / NPCI timelines. |
5. Wallet balance
Wallet balance is used only for transactions on the Platform. On account closure, any remaining balance, after adjusting dues and charges, is transferred to the partner’s registered bank account after verification.
6. Cancellation of partner account
A partner may request account closure by writing to support@royalpay24.com. Pending transactions and disputes are settled before closure.
7. How to raise a refund request
Raise a complaint with the transaction ID, date and amount through the partner platform, or contact us at support@royalpay24.com or +91 85279 64294. See the Grievance Redressal page for escalation.