Refund Policy

Understanding Our Role

Before reading this policy, it is essential to understand QVOI's role in the payment process. QVOI is a payment facilitation platform — not a biller, not a service provider, and not an invoicing entity. We act as the interface between you and the BBPS network. The biller (your telecom operator, electricity board, DTH provider, etc.) is the entity that provides the service and raises the invoice.

This distinction is critical to understanding what QVOI can and cannot refund:

• QVOI can process refunds for platform-side failures — where money left your account but the transaction was not delivered.
• QVOI cannot process refunds for completed, delivered transactions — disputes about billed amounts, service quality, or overcharging must be raised with the biller.

1. When a Refund Applies

QVOI will process a refund in the following specific, verified situations:

• Failed Transaction with Confirmed Debit: Your payment instrument was debited but the BBPS system did not confirm delivery to the biller, and no automatic reversal has been processed within the standard RBI-mandated TAT.
• Verified Duplicate Charge: An identical transaction was processed twice within a short window due to a platform or network-level error — not arising from deliberate repeated user action.
• Non-Delivery Confirmed by BBPS: A payment was debited and the BBPS network confirms the transaction was not delivered to or accepted by the biller.

2. When a Refund Does Not Apply

The following situations fall outside QVOI's refund scope:

• Recharges activated, bills cleared, or FASTag wallets credited — i.e., services successfully delivered by the biller.
• Transactions completed with incorrect user-entered details such as a wrong mobile number, account number, or vehicle registration.
• Disputes over bill amounts, overdue charges, or service quality — these are biller responsibilities and must be raised with the biller directly.
• Convenience fees on completed transactions.
• Account suspensions or terminations arising from Terms violations.

3. Automatic Reversal — RBI TAT Norms

QVOI follows the turnaround time (TAT) norms prescribed by the Reserve Bank of India for failed BBPS transactions. In cases of transaction failure with confirmed debit:

• QVOI initiates the reversal process within 5 business days.
• Credit to the source account occurs within 7 to 10 business days, subject to the user's bank processing timelines.
• Users will receive a notification upon initiation of the reversal.

4. Raising a Refund Request

If an automatic reversal has not been received within the expected timeframe, write to us at info@qvoi.appwith the subject line “Refund Request — QVOI”. Include the following:

• Your registered mobile number and email address on QVOI.
• BBPS Transaction Reference Number or QVOI Order ID.
• Transaction date, amount, and biller or service type.
• Bank statement screenshot confirming the debit.
• Description of the issue and steps already taken.

5. Processing Timeline

Refund requests are acknowledged within 24 hours. Resolution is communicated within 7 working days. Approved refunds are credited to the original payment instrument within 10 to 14 business days, subject to bank or gateway processing.

6. BBPS Dispute Escalation

Unresolved complaints may be escalated through the centralised BBPS complaint management framework administered by NBBL. QVOI will fully cooperate with NBBL's dispute resolution process and provide all requested transaction records.

7. Contact Information

For refund-related queries, contact us at info@qvoi.app. For grievances, write to admin@qvoi.app.