Legal
Refund and Cancellation Policy
Bill payments are processed in real time, so this policy explains exactly when a payment can be reversed, how long refunds take and how to raise a dispute.
1. Successful payments
A bill payment confirmed by the biller cannot be cancelled or refunded by UBT Pay. Once the biller credits the consumer account, any adjustment must be sought from the biller directly; our support team will provide the transaction reference and receipt you need.
2. Failed or rejected payments
If a payment is debited but the biller rejects or does not confirm it, the amount is reversed to your UBT Pay wallet automatically, generally within 24 hours. Cashback linked to a reversed payment is withdrawn at the same time.
3. Payments stuck in processing
Transactions marked "processing" are reconciled with the biller within 3 working days. You will receive a notification when the status settles as success or refunded.
4. Wallet top-ups
A top-up debited by your bank but not credited to the wallet is either credited or refunded to the original payment method within 5 to 7 working days after gateway reconciliation. Successfully credited top-ups are non-refundable but remain usable for any bill payment.
5. Duplicate and incorrect payments
- Duplicate debits are refunded to the wallet after biller confirmation.
- Payments made to a wrong but valid consumer number are the customer's responsibility; we will assist in raising a recovery request with the biller without guaranteeing outcome.
6. Refund routing
Refunds are credited to the UBT Pay wallet by default because it is the fastest route. Where a refund must return to the original card, UPI handle or bank account, timelines follow the issuing bank, normally 5 to 7 working days.
7. Raising a refund request
Open a support ticket in the app with the transaction reference, or email the support desk listed on the contact page. Requests must be raised within 30 days of the transaction date. You will receive a ticket number and status updates until closure.
8. Rewards and referral reversals
Cashback, reward points and referral credits tied to a refunded or fraudulent transaction are reversed from the wallet along with the principal amount.
Refund FAQs
How long does a failed bill payment refund take?
Auto-reversal to the UBT Pay wallet usually happens within 24 hours. Refunds back to a bank account or card take 5 to 7 working days depending on the issuing bank.
Can I cancel a bill payment after confirming it?
No. Once a payment instruction is accepted by the biller it cannot be cancelled. If the biller rejects it, the amount is reversed automatically.
What happens to a duplicate payment?
Raise a ticket with both transaction references. Verified duplicates are refunded to the wallet after biller confirmation, typically within 7 working days.