Legal

Refund Policy

Last updated: November 02, 2026

At KoinVu, we strive to provide a smooth, secure, and reliable digital payment experience. This Refund Policy explains the circumstances under which refunds may be issued and the process for requesting one. By using KoinVu, you agree to this Refund Policy.

1. General Policy

All transactions initiated through KoinVu are considered final once successfully processed. However, refunds may be provided in cases involving technical failures, duplicate payments, failed recharge or bill payments, or incorrect debits caused by system errors. All refund requests are subject to verification.

2. Eligible Refund Scenarios

You may be eligible for a refund in the following situations:

  • Duplicate Payment: If your bank account is debited multiple times for the same transaction due to a technical issue.
  • Failed Recharge or Bill Payment: If your payment has been successfully debited but:
    • Mobile recharge was not completed.
    • Bill payment failed.
    • The service provider did not receive the payment.
    Refunds are processed after confirmation from the payment partner or service provider.
  • Incorrect Debit: If an amount higher than the confirmed transaction amount is deducted due to a system error.
  • Failed Transaction with Successful Debit: If the transaction fails but your payment has already been debited.

3. Non-Refundable Cases

Refunds will not be provided in the following situations:

  • Recharge or bill payment completed successfully.
  • Incorrect mobile number, customer ID, account number, or bill details entered by the user.
  • Wrong operator or biller selected by the user.
  • User changes their mind after successful payment.
  • Delays caused by telecom operators, utility providers, or banking networks where the transaction is eventually completed successfully.
  • Rewards, cashback, XP, VU Points, referral bonuses, or promotional benefits.
  • Transactions found to be fraudulent or in violation of our Terms & Conditions.

4. Refund Processing Time

Once a refund is approved, it is generally processed within the following timelines:

Payment Method Expected Refund Time
UPI 3–5 Business Days
Net Banking 3–5 Business Days
Debit Card 5–7 Business Days
Credit Card 5–10 Business Days
Bank Account 3–7 Business Days

Actual credit time depends on your bank or payment service provider.

5. How to Request a Refund

If you believe you are eligible for a refund:

  1. Contact KoinVu Support within 7 days of the transaction.
  2. Provide the following details:
    • Registered Mobile Number
    • Registered Email Address
    • Transaction ID
    • Transaction Date
    • Amount
    • Brief description of the issue
  3. Contact our support team:

Our support team will review your request and respond as quickly as possible.

6. Refund Verification

Before approving any refund, KoinVu may verify the transaction with:

  • Payment partners
  • Banking partners
  • Recharge providers
  • BBPS service providers
  • Utility operators

Additional information may be requested if required. Refunds may be rejected if the investigation confirms that the transaction was successfully completed or does not meet the eligibility criteria.

7. Failed or Pending Transactions

Some transactions may remain in a pending state due to:

  • Banking network delays
  • UPI network congestion
  • Telecom operator delays
  • Utility provider processing delays
  • Scheduled maintenance

Please allow sufficient processing time before raising a refund request.

8. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may contact our support team with complete transaction details for further review. We aim to resolve refund-related disputes fairly and in a timely manner.

9. Changes to this Refund Policy

KoinVu may update this Refund Policy from time to time to reflect operational, legal, or regulatory changes. The latest version will always be available within the application and on our official website. Continued use of KoinVu after any updates constitutes acceptance of the revised Refund Policy.

10. Contact Us

If you have any questions regarding this Refund Policy, please contact us:

KoinVu – Your Virtual Utility for Digital Finance.