Refund and Cancellation Policy

This policy explains when a recharge, bill payment, payout or travel booking can be cancelled or refunded. It is meant to be read with the Terms and Conditions. Payment-gateway partners and customers both rely on the timelines below.

 General rule

• A successful transaction that has already been delivered to the biller, operator, beneficiary or travel supplier cannot be reversed by Nexwik alone.
• If money is debited from you but the recharge, bill payment, payout or booking fails or is not delivered, you are entitled to a refund of the principal amount.
• A convenience fee or commission is refunded when the underlying transaction fails and is not delivered. It is not refunded when the transaction succeeds, unless a specific product page says otherwise.
• Refunds are made only to the original payment source (same card, UPI ID, or bank account). We do not pay refunds in cash or to a third party.

   Failed or pending payments

  If the status remains pending, wait up to 3 working days for the bank, UPI app or BBPS biller to confirm. If the status is failed, or is still pending after 3 working days, raise a request at support@nexwik.com with the order ID and a screenshot of the debit. After we confirm non-delivery:

• We initiate the refund within 2 working days of confirming failure.
• Credit to the original source typically appears in 5 to 7 working days, and in any case we target completion within 7 working days of confirmation. Card timelines can depend on the issuing bank and may take up to 10 working days.
• If the biller or supplier later marks the same transaction successful, the refund may be withheld or recovered, and the service stands delivered.
  
  Recharge and utility bills

• A completed mobile, DTH, data-card or FASTag recharge, or a bill accepted by the biller under BBPS, is not cancellable. Wrong number, wrong consumer ID or wrong vehicle number entered by the customer is not a failed transaction. Where the operator or biller agrees to reverse, we will pass that reversal on after receipt. Double debits and amount mismatches are refunded once reconcilation shows the extra debit.

   Payouts and vendor payments

  A payout instruction can be cancelled only before it is submitted to the bank or payment service provider. After submission, cancellation depends on whether the beneficiary bank has credited the account. Failed payouts (invalid account, closed account, bank return) are re-credited to your Nexwik settlement position or original source within 2 working days of the return file, and paid out within 7 working days. You must check beneficiary details before confirming. Nexwik is not liable for a credit to an account whose details you supplied.

  Travel

  Air, rail, bus and hotel cancellation follows the supplier’s fare rules shown before payment. Airline and railway cancellation fees, if any, are deducted. Nexwik’s separate service fee is refundable only if the booking itself was not ticketed because of our error or a payment failure. Refunds received from the supplier are passed on within 7 working days of receipt. Name corrections, date changes and no-shows follow the supplier’s rule and may not be refundable.

  Chargebacks

  If you dispute a successful, delivered transaction with your bank, we may suspend the account and recover the chargeback amount, the scheme fee and a reasonable administration cost, and we may share the order log with the payment service provider. Please use grievance.nexwik@gmail.com  first so a failed transaction can be refunded without a chargeback.

   How to request a refund

  Email support.nexwik@gmail.com or use the in-app help form. Include registered mobile number, order or transaction ID, date, amount and the reason. We acknowledge within 48 hours. Unresolved refund grievances may be escalated to grievance.nexwik@gmail.com  and will be answered within 15 working days.