Refund Policy

Last Updated: 1st May 2025

At Mark My Cash, we strive to ensure every transaction is completed accurately and on time. This Refund Policy outlines the circumstances under which refunds are issued and the process to follow.

1. When a Refund is Applicable

Refunds are issued in the following cases:

• Transaction Debited but Biller Not Credited: Amount was deducted from your wallet but the payment did not reach the biller (electricity board, FASTag issuer, etc.).
• Duplicate Transaction: The same transaction was processed and debited more than once due to a technical error.
• Technical Failure: A confirmed system or gateway error occurred on our platform during processing.
• Wallet Closure: Outstanding wallet balance at the time of voluntary account closure.

2. When a Refund is Not Applicable

Refunds will not be issued for:

• Transactions that were successfully completed and credited at the biller end
• Incorrect consumer number, account number, or registration number entered by the user
• FASTag recharges that have been successfully credited to the tag wallet
• Cashback or commission amounts
• Delays caused by the biller's systems or BBPS network downtime beyond our control

3. Refund Process

Step 1 – Raise a Request: Contact our support team within 48 hours of the failed transaction. You can reach us via:

• Email: support@markmycash.com
• Phone: +91 98765 43210 (24/7)
• Contact Form: Contact Us

Step 2 – Provide Details: Include your registered mobile number, transaction reference number (TXN ID), date and amount of the transaction, and a brief description of the issue.

Step 3 – Investigation: Our team will investigate with the BBPS network and biller. This typically takes 3–5 working days.

Step 4 – Resolution: If the refund is approved, the amount will be credited back to your Mark My Cash wallet within 7 working days. Wallet credits can be used for future transactions or withdrawn to your bank account.

4. Refund Timeline

5. Disputes

If you are not satisfied with the refund decision, you may escalate to our Grievance Officer at grievance@markmycash.com. Unresolved disputes can also be raised through the BBPS grievance mechanism at www.billpay.npci.org.in.

6. Contact for Refunds

Email: support@markmycash.com
Phone: +91 98765 43210
Hours: 24/7 Support Available