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Refund & Cancellation Policy

How cancellations, failed payments and refunds work on Ritzzpay.

Last updated: 12th November 2026

This Refund & Cancellation Policy applies to payments made through the Ritzzpay App and related platforms operated by Ritzzpay Services LLP ("Ritzzpay", "we", "us"). It should be read together with our Terms & Conditions; if anything here differs from the Terms & Conditions, the Terms & Conditions prevail.

Cancellation of payments

Bill payments, recharges, FASTag top-ups and credit card bill payments are sent to the biller or bank as soon as you confirm them. Once a payment has been initiated, it cannot be cancelled or reversed by you or by Ritzzpay.

Ritzzpay may delay, suspend or reject a payment if it appears unauthorised, fraudulent, suspicious, unlawful or otherwise risky. If a rejected payment has already been debited from you, it is refunded as described under "Failed or undelivered payments" below.

Failed or undelivered payments

If money has been debited from your payment instrument but the payment or service was not delivered to the biller, bank or card account:

  • Raise a request through the customer support section of the Ritzzpay App, quoting the transaction reference. For credit card bill payments, please inform us within 72 working hours of completing the transaction.
  • Once our investigation confirms that money was charged without the corresponding payment or service being delivered, the refund is processed within twenty-one (21) working days from the date your query was received, or sooner if required by applicable law.
  • Refunds are credited to the original payment instrument used, or to a Specified Refund Account you have verified on the Ritzzpay App. The mode of reversal is determined by Ritzzpay in accordance with applicable laws.

Payments made with incorrect details

You are responsible for the details you enter, including the biller or bill account number, the credit card account, the payment instrument and the amount. Ritzzpay is not liable for payments made to an incorrect account entered by you. Where it is technically feasible, Ritzzpay may — without being obliged to — assist in reversing such a transaction.

Duplicate or erroneous payments

If a payment is wrongly made or credited twice to your credit card or bank account, Ritzzpay may initiate a refund through your bank to correct the erroneous transaction, credit or double payment. By using Ritzzpay Services you consent to such corrective refunds, and we will inform you of any corrective action taken.

Fees

Any fee or convenience fee that applies to a transaction is clearly shown before you confirm the payment. By tapping 'Pay', 'Proceed' or a similar button, you consent to the fee displayed.

Cashback wallet

The Ritzzpay Cashback Wallet holds cashback and referral bonuses credited by Ritzzpay; you cannot add funds to it. Wallet balance can be used only towards payments on the Ritzzpay App (up to 10% of the bill amount per eligible transaction), is valid for five years unless stated otherwise on the App, and any balance unused after the validity period is forfeited.

Chargebacks

If a transaction is disputed, reversed or found to be unauthorised or unlawful, it may be subject to a chargeback. In that case the chargeback amount, together with any fees or penalties assessed by the payment gateway, bank or card network, becomes payable to Ritzzpay. Please help us with any documents we request within 72 hours, otherwise the chargeback may be deemed irreversible.

Delays by banks, billers and networks

Payments travel through banks, card networks, payment gateways, aggregators and the Bharat Connect (BBPS) system. Ritzzpay is not responsible for delays or failures caused by these third parties, and timelines shown on the App are indicative. We recommend paying bills well before their due date.

Account closure

Deleting or deactivating your Ritzzpay account does not cancel transactions or services you availed before the deletion, and Ritzzpay may retain transaction records for regulatory and archival purposes.

How to request a refund

  • In the app: use the customer support section of the Ritzzpay App, quoting your transaction or Bharat Connect reference.
  • Email: support@ritzzpay.com
  • Phone: 080 6298 6538
  • Grievances: if your concern is not resolved, write to our Grievance Redressal Officer at grievance@ritzzpay.com.

Ritzzpay Services LLP, Plot No 82, PH, Samatha Nilayam, Sagar Society, Srinagar Colony, Khairatabad, Yousufguda, Hyderabad, Telangana 500073.