Refund policy

Last updated · 30 July 2026

Scope

This policy covers refunds for transactions carried out through the Elite Ultra Pay platform — bill payments, recharges, travel bookings, education fee payments, insurance premium payments and wallet operations.

Many of these services are fulfilled by third parties such as billers, telecom operators, banks, payment networks and travel suppliers. Where a refund depends on that third party, their rules and timelines apply and we process the refund once they confirm it.

Eligible refund scenarios

A refund is generally due in these situations:

• Amount debited, service not delivered — your wallet was debited but the biller, operator or supplier did not complete the transaction.
• Failed or rejected transaction — the transaction failed at the partner network after the debit was raised.
• Duplicate debit — the same transaction was charged more than once due to a technical error.
• Transaction stuck in pending — the status is not resolved by the partner network within the applicable settlement window, and the transaction is subsequently confirmed as failed.
• Cancellation permitted by the supplier — a travel booking or other service cancelled within the supplier's cancellation window, refunded net of their charges.
• Confirmed technical error at our end — an incorrect debit caused by a defect in our platform.

What is not refundable

• Successful transactions — a recharge, bill payment or booking that has been completed and confirmed by the provider.
• Incorrect details supplied by you — a payment made to a wrong consumer number, mobile number, DTH ID or beneficiary account on the basis of details entered by you or your customer. We will assist in tracing it, but recovery depends entirely on the receiving party.
• Change of mind — where the service was delivered as requested.
• Supplier charges — cancellation fees, convenience fees, gateway charges and taxes retained by a third party.
• Non-refundable travel inventory — fares, tariffs and packages sold on a non-refundable basis by the supplier.
• Transactions under investigation — where fraud, misuse or a breach of our terms is suspected, until the investigation concludes.
• Commission and platform fees already earned on a completed transaction.

Processing timelines

Timelines depend on where the money currently sits. The indicative windows below are counted in business days from the date the transaction is confirmed as failed by the relevant network.

• Automatic reversal to wallet — typically same day to 3 business days, once the partner network marks the transaction failed.
• Bill payment and recharge refunds — typically 3 to 7 business days, subject to biller or operator confirmation.
• Card and gateway refunds — typically 5 to 10 business days to reach the original payment method, subject to the issuing bank.
• Travel refunds — as per the supplier's policy, commonly 7 to 21 business days after cancellation is confirmed.

A refund is credited to the source of the original debit — usually your platform wallet, or the original payment instrument where the payment came from outside the wallet. We cannot credit a refund to a different account.

Travel cancellations

Flight, train, bus, hotel and holiday bookings follow the cancellation and refund rules of the airline, operator, property or package supplier concerned. Those rules determine whether a booking is refundable at all, what proportion is retained, and how long the refund takes.

Cancellation charges levied by the supplier, and any applicable convenience fee, are deducted from the amount refunded. Cancellation requests must be raised through the platform within the supplier's cancellation window; requests made after it cannot be processed.

How to request a refund

Most eligible refunds are raised automatically once a partner network confirms a failure. If a refund has not appeared after the applicable window above:

1. Open the transaction in your dashboard and note the transaction ID, date, amount and service.
2. Raise a ticket from the dashboard, or email eliteultrasolutions@gmail.com with those details.
3. Attach any supporting evidence — a screenshot of the failed status, the customer's bank statement entry, or the supplier's cancellation confirmation.
4. We acknowledge the request and take it up with the relevant partner network.
5. You receive an update when the network responds, and a final outcome once the refund is processed or declined.

Please raise refund requests within 30 days of the transaction date. Requests raised later may not be traceable with the partner network.

Outcomes and disputes

Where a refund is approved, the amount is credited to the source of the original debit and reflected in your transaction history. Where it is declined, we tell you the reason given by the partner network.

If you disagree with the outcome, you may reply to your original ticket marking it for escalation. Records maintained by us and by the relevant partner network form the basis for resolving a dispute.

Contact us

• Refunds, support and escalation — eliteultrasolutions@gmail.com
• Phone — +91 94925 05336, Monday to Saturday, 10:00–19:00 IST