Refund & Cancellation Policy

Please read this policy carefully. It explains how cancellations and refunds work for retailers and customers using the services of Southpay Digital Solutions.

Southpay Digital Solutions may amend this policy from time to time; the latest version is always available at https://southpaytn.in. We make every effort to complete every transaction as requested. If a transaction cannot be completed for any reason, including circumstances beyond our control, it will be cancelled and refunded as set out below.

Cancellation Policy

Recharges, bill payments and money transfers are processed instantly and cannot be cancelled once submitted.

For cancellation of a retailer account or any subscription service, contact us through the Contact Us page. Requests received later than 2 business days before the end of the current service period will be treated as cancellation for the next service period.

Mobile and DTH Recharge

• If a recharge fails, the full amount is automatically credited back to the retailer's wallet, usually within 24 hours and in any case within 72 hours of the operator confirming the failure.
• If a recharge is shown as pending, we confirm the final status with the operator. If it fails, the amount is refunded to the wallet as above.
• A successful recharge cannot be reversed or refunded. Recharges done to a wrong mobile number, wrong DTH ID or wrong operator / plan entered by the retailer are not refundable.

Bill Payments (BBPS)

• If a bill payment fails, the amount is automatically credited back to the retailer's wallet.
• Once a payment is confirmed by the biller, it cannot be cancelled or refunded by us. Any excess or duplicate payment to a biller is adjusted or refunded by the biller as per their policy, and complaints can be raised through us under the Bharat Bill Payment System complaint process.

Money Transfer (IMPS / NEFT) and Payouts

• If a transfer fails or is rejected by the beneficiary bank, the full amount including charges is automatically credited back to the retailer's wallet.
• If a transfer is pending, we confirm the final status with our banking partner. The amount is refunded only after the bank confirms the transfer failed; pending transfers are usually resolved within 1 to 3 working days.
• Successful transfers cannot be reversed. Transfers to a wrong account number or IFSC entered by the retailer cannot be recovered by us; we will assist in raising a request with the bank, but recovery is not guaranteed.

Payment Gateway (Payment Collection)

• If a customer's payment fails but money is debited from their account, the bank or payment gateway reverses it to the customer's original payment source, usually within 5 to 7 working days.
• Approved refunds for successful payments are made only to the original payment source (the same card, bank account or UPI ID used to pay).

Service Charges

Service charges and GST are refunded together with the transaction amount when a transaction fails. Charges for successful transactions are not refundable.

When a Refund May Be Refused

A refund or cancellation may be refused if:

• The service has already been successfully delivered (for example, a successful recharge, bill payment or transfer);
• The wrong details (mobile number, account number, biller ID, etc.) were entered by the user; or
• There are outstanding dues on the retailer's account that have not been paid.

How to Raise a Refund Request or Complaint

Retailers can raise a complaint from their SouthPay login or by writing to southpaydigital@gmail.com with the order ID, date and amount. Complaints must be raised within 10 days of the transaction. We will acknowledge your complaint within 48 hours and aim to resolve it within 7 working days, or as per the timelines of the bank, operator or biller involved.

If you are not satisfied with the resolution, please see our Grievance Redressal policy.