Refund Policy

Last Updated: November 2025

Proxype is committed to providing transparent and fair refund processing. Please read this policy carefully to understand your rights and our obligations.

1. Eligibility for Refund

A refund may be issued in the following circumstances:

Transaction Deducted but Service Not Delivered: Amount was deducted from your wallet but the service (recharge, bill payment, transfer, etc.) was not successfully processed or confirmed.
Duplicate Transaction: Same transaction was charged more than once due to a technical error.
Technical Failure: A confirmed failure on Proxype platform or our service provider's end resulted in a deduction without service delivery.
Incorrect Amount Deducted: An amount different from the authorized transaction amount was deducted.

2. Non-Refundable Cases

Refunds will NOT be issued in the following cases:

Transactions successfully processed and confirmed by the service provider
Recharges or bill payments where the operator/biller has accepted the request
Incorrect beneficiary details provided by the user (wrong mobile number, account number, etc.)
Transactions disputed after 30 days from the transaction date
Platform convenience fees and service charges
Funds transferred out of the platform to a third party

3. Refund Timeline

Approved refunds are processed as per the following timelines:

Wallet Reversal: Within 24–72 working hours for failed/reversed transactions
Bank Account Refund: 5–10 working days depending on your bank
UPI Refund: 3–7 working days
Payment Gateway Refund: 7–10 working days from the date of approval

Working hours are Monday to Saturday, 10:00 AM to 6:00 PM, excluding public holidays.

4. Automatic Refunds

For transactions that fail at the operator or bank level, the amount is automatically reversed to your Proxype wallet without the need to raise a support ticket. You will receive a notification once the reversal is processed.

5. How to Raise a Refund Request

If you believe you are eligible for a refund, follow these steps:

Log in to your Proxype account
Go to Support > Raise Ticket
Select the relevant transaction and describe the issue
Attach screenshots or proof if available
Submit and note your Ticket ID for follow-up

You can also contact us directly at our support email or phone number mentioned in the Contact Us section.

6. Refund Verification

Our team will verify the transaction details from our system and with the respective service provider before processing a refund. We reserve the right to request additional information or documentation to process your refund request.

7. Dispute Resolution

In case of any dispute regarding a refund, you may escalate the matter by contacting our grievance officer. We aim to resolve all disputes within 15 working days of escalation.

8. Changes to This Policy

Proxype reserves the right to amend this Refund Policy at any time. Users will be notified of significant changes via email or platform notifications. Continued use of the platform after such changes constitutes acceptance of the new policy.