Refund & Reversal Policy

1. Purpose

This Policy explains refunds and reversals for bill payments and digital payment transactions processed through Smile Money Pvt. Ltd.

2. Failed Transactions

If a transaction fails after debit, it will be reconciled with the relevant payment, biller and/or authorised service partner. Where applicable, refund will generally be processed to the original payment source within 5–7 business days, subject to confirmation and settlement.

3. Pending Transactions

A transaction may remain pending due to technical, banking, network, biller or reconciliation issues. Customers should not repeat the payment while the previous transaction is under reconciliation unless advised.

4. Successful but Not Credited

If payment is successful but not credited to the relevant credit-card/biller account, the customer may raise a complaint with the transaction reference number. Smile Money will coordinate with the relevant authorised partner/biller.

5. Duplicate Transactions

Duplicate payments will be separately checked. Refund or adjustment is subject to applicable biller/payment-partner rules and successful reconciliation.

6. Reversed Transactions

Where a transaction is automatically reversed by the bank, payment network, biller or payment partner, the applicable amount will be returned to the original payment source, subject to settlement and reconciliation.

7. Refund Time

Standard indicative refund/reversal processing period is 5–7 business days after confirmation that a refund is due. Actual credit time may vary by bank, card network, gateway, BBPS/biller partner or other authorised provider.

8. Refund to Original Source

Where permitted, refunds will normally be made to the original payment instrument/source.

9. Customer Complaint

Provide Transaction ID/reference number, date/time, amount, registered mobile number, relevant biller/credit-card details and payment confirmation, if available.

Support Number: 7070 3737 11
Support Email: contact@smilemoney.in

10. Important

Refunds and reversals are subject to verification, reconciliation, applicable law, biller rules and relevant payment/banking partner terms.