This policy explains how refunds, reversals, cancellations, and chargebacks are handled for transactions initiated through ViralPe. It applies to recharges, bill payments, vouchers and other Services offered by ViralPe.
Nothing here limits statutory rights under applicable Indian law or partner/provider rules.
1) General Principles
- Most recharges/bill payments are instant and irreversible once successfully processed by the operator/biller.
- Where a payment is charged but the service is not delivered, we will either complete the service or refund the amount after investigation.
- Refunds are generally made to the original payment method; if not feasible, to your ViralPe wallet credit, subject to applicable law/partner rules.
2) Transaction States & Outcomes
| State | What it means | Action |
|---|---|---|
| Success | Operator/biller confirmed. | Service delivered; no cancellation. Any post‑delivery issues must be resolved per operator/biller policy. |
| Pending/Queued | Awaiting confirmation. | We auto‑resolve within the operator SLA. If it fails, refund is initiated. |
| Failure | Not confirmed; payment may have been captured. | Refund is initiated automatically to source or wallet per rules. |
| Timeout/Unknown | No final status received. | We reconcile with the provider; if not delivered within 24 hours, you may request a refund. |
3) Timelines
- Refund initiation: typically within 24–72 hours after confirmation of failure/non‑delivery.
- Credit to source instrument: 3–7 working days (gateway/bank dependent).
- Wallet credit: usually instant once approved.
4) Wallet Top‑ups
Unused wallet top‑ups can be reversed to the original payment method upon request, provided no portion has been consumed or pledged for pending orders. Processing time: 3–7 working days post‑approval and subject to gateway/bank timelines.
5) Vouchers / Codes
- Voucher sales may be final. Expiry and redemption terms are defined by the issuer.
- If a code is not delivered or is invalid at redemption, contact us within 72 hours; we will re‑issue or refund after verification.
6) Non‑cancellable Services
Transactions that are out of our control once submitted (e.g., mobile/DTH/data‑card recharges, certain utility bill payments) are generally non‑cancellable after success confirmation.
7) How to Request a Refund/Help
Email support@viralpe.com or use the in‑app Help. Include:
- Registered mobile number and email
- Order/Transaction ID, date and amount
- Service type (operator/biller/voucher) and account/number
- Issue description and screenshots (if any)
8) Chargebacks & Disputes
If you believe there is an unauthorized or erroneous charge, contact us first. Raising a chargeback without contacting us may delay resolution. We will provide the payment provider with transaction evidence as needed.
9) Fraud, Abuse & Misuse
We may deny refunds and suspend accounts in cases of abuse (e.g., repeated misuse, self‑referrals, voucher reselling, or suspected fraud/money laundering).
10) Policy Changes & Escalation
We may update this policy periodically. For unresolved issues, escalate to our Grievance Officer.
Grievance Officer: [Name] — grievance@viralpe.com, [Phone], [Postal Address]. We acknowledge and decide grievances within 15 days.
Version: v1.0 • Effective: 01 October 2025