Refund Policy

This Refund Policy explains when and how refunds are processed for transactions carried out through DularPay, a bill payment product of Shiv Enterprise ("Shiv Enterprises", "we", "us") for bill payments and loan repayments using the Bharat Bill Payment System (BBPS).

BBPS transactions are generally final once successfully posted to the biller. Refunds are typically applicable only in cases of failed or reversed transactions where the customer’s account has been debited but the bill has not been updated as paid. All refunds, reversals, or chargebacks are credited only to the original source account used for making the payment (bank account, card, UPI, wallet, etc.). DularPay and its agents do not issue cash refunds under any circumstances for digital payments processed via BBPS.

Applicability

This Policy applies to:

• All bill payment and loan repayment transactions initiated through DularPay agents or digital channels.
• BBPS transactions routed via our partner banks or system providers.
• Customers and agents using DularPay for payments within India.

Types of Refund Scenarios

Amount Debited but Transaction Failed / Pending

If your bank account / payment instrument is debited but the bill payment status remains "Failed", "Pending", or "Unknown" and is not posted to the biller:

• The transaction will be automatically reversed by the bank/BBPS network, and the amount will be credited back to your account within T+3 working days in most cases (T = transaction date), subject to NPCI/BBPS norms.
• In some exceptional cases, the reversal may take up to T+5 working days, depending on the bank or biller systems.

If the refund is not received within the above timelines, you should raise a complaint with DularPay support channels using the BBPS transaction reference number and payment proof.

Duplicate Payment

If you accidentally make the same bill payment twice for the same bill period and consumer number:

• If both transactions are successfully posted to the biller, the refund is subject to the biller’s own policy (for example, adjustment against future bills or partial refund).
• DularPay will assist in raising a request with the biller, but cannot guarantee refund timelines or outcomes where the biller has already accepted and applied the payment.
• If one transaction is successful and the other has failed, the failed transaction will follow the standard reversal timeline as mentioned above.

Incorrect Biller or Consumer Details

If a payment has been made to the wrong biller or with incorrect consumer/loan account details due to information entered incorrectly by the customer or agent:

• Once the payment is successfully posted to the wrong account, DularPay cannot unilaterally reverse it.
• A correction or refund, if any, will be governed by the policy of the respective biller/bank.
• DularPay may support you with documentation to approach the biller but does not guarantee recovery.

Service Charge / Convenience Fee

Any service charge or convenience fee charged by DularPay or its partners:

• Is generally non-refundable once the transaction request is submitted.
• May be refunded only if the transaction fails due to a technical error on DularPay’s side and at our sole discretion.

How to Request Support for Refunds

In case your refund is delayed beyond the indicated timelines or if you need help with a duplicate/incorrect payment, please contact DularPay using the following channels:

• Phone: +91 73522 23225 (Monday–Saturday, 9:00 AM–6:00 PM IST)
• Email: support@dularpay.com
• Postal Address: DularPay(Shiv Enterprises), Hajipur, Vaishali, Bihar - 844115, India

Please provide:

• Your full name and mobile number.
• Transaction date and amount.
• BBPS reference number and/or bank reference number.
• Screenshot or copy of the debit SMS/statement, if available.

Investigation and Turnaround Time

• DularPay will acknowledge your query or complaint within 1 working day of receiving all required details.
• For failed transactions where the amount is debited, DularPay will coordinate with the bank/BBPS/biller and typically resolve the case within 3–7 working days, subject to external dependencies.
• For duplicate or incorrect payments already posted to the biller, the resolution time is dependent on the biller’s internal process and may take longer; you will be kept informed of progress.

Non-Refundable Situations

Refunds will not be provided in the following cases:

• Successful payments where the biller confirms that the amount has been correctly applied to the account.
• Payments made with incorrect consumer numbers or biller codes, once accepted by the wrong account.
• Customer disputes arising from service quality of the biller (e.g., electricity supply, telecom network issues) and not from the payment itself.
• Transactions reported after an excessively long delay, beyond regulatory or biller timelines for dispute raising.
• Service charges or convenience fees, except in rare cases at DularPay’s discretion.

Chargebacks and Bank Disputes

If you raise a dispute or chargeback directly with your bank or card issuer:

• DularPay will cooperate with banks and provide necessary transaction records.
• Final decisions on chargebacks rest with the issuing bank, BBPS rules, and card network policies, as applicable.

Grievance Escalation

If you are not satisfied with the handling of your refund-related issue, you may escalate as per our Grievance Redressal Policy.

Escalation levels include:

• Level 1: DularPay Support (phone/email).
• Level 2: DularPay Grievance / Nodal Officer – grievance@dularpay.com.
• Level 3: NPCI / BBPS support and, where eligible, RBI Ombudsman for digital transactions.

Policy Updates

DularPay may modify this Refund Policy from time to time. Updated versions will be posted on our website, and material changes may be communicated via our agents or digital channels when appropriate.

By initiating a payment through DularPay, you acknowledge that you have read, understood, and agreed to this Refund Policy.