Refund Policy

Last updated: 1 August 2026

1. General principle

Appex Wallet acts as a facilitator between you and billers, operators, or financial institutions. Because most recharges and bill payments are processed instantly, refunds are generally issued only where a transaction fails, is duplicated, or is confirmed as undelivered by the biller.

2. Automatic reversals

If an amount is debited from your payment method but the recharge or bill payment does not go through, the amount is typically auto-reversed to your original payment source by our payment partner, without requiring a request from you. This can take a few hours to a few business days depending on your bank or payment method.

3. Eligible cases

• Amount debited but the recharge, bill payment, or service was not processed.
• Duplicate payment made for the same bill or recharge in the same session.
• Payment made through Appex Wallet but the biller confirms non-receipt of funds.
• Technical error on the Platform that resulted in an incorrect charge.

4. Non-eligible cases

• Recharge or bill payment successfully completed and confirmed by the biller, even if you entered the wrong number, consumer ID, or account details.
• Change of mind after a successful transaction.
• Delays caused solely by the biller's own systems, where the payment has been correctly forwarded by Appex Wallet.
• Charges related to third-party services (e.g. bank account or credit card products) once approved and issued by the partner institution, which are governed by that institution's own refund terms.

5. Refund timelines

Once a refund is approved, it is initiated within 3–5 business days. The time for the amount to reflect in your account depends on your bank or card network and can take up to 7–10 additional business days. UPI and wallet reversals are usually faster than card or net banking reversals.

6. How to request a refund

If your transaction shows as failed or the amount was deducted without the service being delivered, contact us at support@appexwallet.in or via the Contact Us page within 7 days of the transaction, along with your transaction ID, date, and amount.

7. Tracking your refund

Every refund request is logged and assigned a ticket number, which is shared with you by email. You can reply to that email at any time for a status update, and we will confirm once the reversal has been initiated with our payment partner.

8. Contact us

For any refund-related query, reach us at support@appexwallet.in. Appex Wallet is registered in West Bengal, India, and all refund requests are handled by our support team based there.