UtilPe Refund, Failed Transaction & Cancellation Policy

1. Introduction

This Refund, Failed Transaction & Cancellation Policy ("Policy") explains how InstilX Technology Private Limited ("InstilX", "we", "us" or "our") handles refunds and failed transactions for the UtilPe platform.

UtilPe operates as a BBPS Agent Institution (AI) onboarded with the National Payments Corporation of India (NPCI), via Axis Bank Limited as our Customer Operating Unit ("COU"), and connected to the BBPS ecosystem through our Technology Service Provider ("TSP"), BrokenTusk Technologies Private Limited (Setu).

This Policy is intended for our onboarded BBPS Agents ("Agents") and their authorised users. End customers of Agents should first contact the relevant Agent for any refund queries related to their bill payments.

This Policy should be read together with our Terms of Service and Privacy Policy.

2. Scope and Definitions

This Policy applies to BBPS transactions initiated by Agents through UtilPe using our dashboard or APIs, including:

• bill fetch and bill payment transactions;
• BBPS complaint-related reversals;
• adjustments and reversals initiated within the BBPS ecosystem (NPCI, Axis Bank, Setu, billers, banks).

For clarity:

• "BBPS Balance" means the pre-funded internal balance maintained by InstilX for each Agent and used strictly for BBPS transactions via UtilPe.
• "End Customer" means the person whose bill is paid through BBPS using an Agent's services.
• "Source account" means the bank account / UPI / payment instrument from which the End Customer's payment is debited by the bank / payment provider.

3. Transaction Status Types

Transaction status is determined strictly as per BBPS and bank responses received via Setu APIs. Typical statuses include:

• Success: Payment has been successfully processed by the BBPS ecosystem and confirmed by the biller / bank.
• Pending / Processing: Transaction is in progress, awaiting final confirmation from BBPS / bank / biller.
• Failed: Transaction has failed and is marked as such by BBPS / bank / biller.
• Reversed / Refunded: Amount previously debited is reversed by BBPS / bank / biller and returned to the source account.

4. Failed Transactions and BBPS Balance Adjustment

4.1 UtilPe continuously syncs transaction status with the BBPS system via Setu APIs. When a transaction is finally marked as Failed or Reversed by BBPS / bank / biller:

• our system updates the transaction status accordingly in the Agent's dashboard; and
• the corresponding amount is automatically credited back to the Agent's BBPS Balance (subject to netting of applicable charges, if any, as per agreed commercials).

4.2 This means that from the Agent's perspective, the value of a failed transaction is restored to BBPS Balance and can be used for subsequent BBPS transactions.

4.3 If you believe that a transaction is incorrectly marked as successful or failed, you must raise a ticket / complaint through the UtilPe dashboard so that we can re-check the status via BBPS and, where required, raise an official BBPS complaint.

5. Amount Debited But Status Pending / Failed

5.1 In some situations, an End Customer's bank account / payment instrument may be debited but the transaction may initially show as Pending or Failed on the Platform or at the biller's end.

5.2 In such cases, final resolution and refund (if any) are driven by the BBPS ecosystem and the customer's bank / payment provider. UtilPe does not hold the End Customer's funds; refunds are processed by the relevant bank / payment provider according to their timelines and BBPS rules.

5.3 Typically, once BBPS / bank confirms that the transaction has failed or been reversed:

• the debited amount is credited back to the same source account from which the payment was made; and
• our system credits the Agent's BBPS Balance by the corresponding transaction amount (where applicable).

5.4 If a customer does not receive refund credit in their source account within the usual timeframe, the Agent should raise a complaint through UtilPe (BBPS complaint flow) or advise the customer to contact their bank / payment provider with the BBPS reference number and UTR.

6. Refund Timelines (Indicative)

Refund and reversal timelines are governed by BBPS regulations and the policies of banks / payment providers. While actual timelines may vary, the following are typical:

• Immediate to 1 working day for most automatic reversals where the transaction fails instantly at the bank / BBPS switch;
• 1–5 working days for cases where the bank / biller takes additional time to confirm status;
• Up to 7–10 working days or as prescribed by NPCI / RBI for certain complaint-based reversals or complex cases.

These timeframes are indicative only. InstilX does not control bank processing or inter-bank settlement times and cannot guarantee specific refund dates.

7. BBPS Balance Top-ups (Non-Refundable)

7.1 Payments made by Agents to InstilX to increase their BBPS Balance are intended solely to fund BBPS transactions on UtilPe.

7.2 As a general rule, BBPS Balance top-ups are non-refundable and must be utilised only for bill payment services available on the Platform.

7.3 InstilX may, at its sole discretion and subject to applicable law and BBPS rules, consider a refund or adjustment of residual BBPS Balance in limited situations such as:

• permanent discontinuation of the Agent's account with no pending obligations; or
• regulatory direction or legal requirement to refund such amounts.

7.4 Any such refund, where permitted, will typically be made to the bank account from which the top-up payment originated or to another account approved through appropriate verification.

8. Cancellations and Modifications

8.1 Once a BBPS payment request is submitted and accepted by the BBPS system, it generally cannot be cancelled by the Agent or UtilPe at will. Any change or reversal must follow BBPS-defined complaint and refund workflows.

8.2 If an Agent submits incorrect customer details (for example, wrong consumer number or biller), InstilX will not be responsible for losses arising from such errors. The Agent may raise a complaint through UtilPe, but the outcome will depend on BBPS / biller rules, and refunds in such cases are not guaranteed.

8.3 Changes to pricing, charges or commercial arrangements between InstilX and Agents are governed by our Terms of Service or any separate commercial agreements and are outside the scope of this Policy.

9. How to Raise a Refund / Failed Transaction Complaint

If you are an Agent and require support for a refund or failed transaction:

• Use the Complaints / Tickets section within the UtilPe dashboard to log a BBPS complaint with all relevant details (transaction ID, BBPS reference number, amount, customer mobile, screenshots, etc.); or
• Contact our support team via email or phone as mentioned in the Contact section below.

Where applicable, we will raise or update the complaint via BBPS APIs (through Setu) and provide you with the complaint reference and status updates.

End Customers should first approach the Agent through whom the bill payment was made. We will support the Agent with BBPS-level status and complaint handling.

10. Limitations and Disclaimers

10.1 InstilX does not control and is not responsible for:

• delays or failures caused by banks, payment providers, NPCI, Axis Bank, Setu or billers;
• incorrect information submitted by Agents or their staff;
• disputes between Agents and their customers regarding the underlying goods or services (for example, quality of service, billing disputes not related to payment status);
• any additional charges levied by banks or other intermediaries during the refund process.

10.2 Nothing in this Policy limits or overrides any rights or obligations mandated by applicable law, RBI / NPCI guidelines or BBPS operating rules.

10.3 In the event of any conflict between this Policy and the Terms of Service, the Terms of Service shall prevail to the extent of such conflict.

11. Changes to this Policy

We may update this Policy from time to time to reflect changes in BBPS regulations, banking practices, our Platform features or legal requirements. When we do so, we will revise the "Last updated" date at the top of this page and, where appropriate, provide additional notice to Agents (for example via email or dashboard notifications).

Your continued use of UtilPe after the effective date of an updated Policy will constitute your acceptance of such changes.

18. Contact Information

If you have any questions about these Terms or the Platform, please contact: