Return and Refund Policy for Kenbil Pay

Effective Date: 01/09/2021

As a digital financial service provider, Kenbil Pay facilitates payments and transactions. Since our Service does not involve the sale of physical goods, this policy outlines our procedures for refunds and returns related to failed transactions, erroneous payments, and service fees.

1. Transaction Failures and Refunds

A transaction is considered "failed" if the amount is debited from your account but is not successfully credited to the intended recipient's account. In such cases, the following process applies:

  • Automatic Refunds: For most failed transactions, the amount is automatically reversed to your bank account within a specific timeframe, typically 3-5 business days. You will receive an SMS from your bank confirming the reversal.
  • Manual Refunds: If the automated refund is not processed within the specified time, you should contact our customer support team immediately. We will initiate a manual refund request with our banking and payment partners.
  • Non-Refundable Transactions: Once a transaction has been successfully completed and the funds have been credited to the recipient's account, it is considered final. Kenbil Pay is not liable to provide a refund or reversal for a successful transaction. In such a scenario, you must contact the recipient directly to request a refund.

2. Erroneous Payments

Kenbil Pay is not responsible for any payments made to an incorrect recipient due to user error (e.g., entering the wrong mobile number or UPI ID). Once a transaction is successful, we cannot reverse it. We advise all users to double-check the recipient's details before authorizing any payment.

If you have sent money to the wrong person, your recourse is to contact the recipient directly and request that they return the funds. If the recipient is unresponsive, you may need to file a formal complaint with your bank or the relevant authorities as per NPCI guidelines.

3. Service Fees and Charges

Fees and charges for specific services (if any) are generally non-refundable. This includes but is not limited to:

  • Processing fees for certain transactions.
  • Subscription fees for premium services.
  • Charges for API usage or other business-to-business services.

Refunds for these fees will only be considered in the event of a documented technical error on our part that prevented you from using the paid service.

4. Return of Funds

The concept of "returns" does not apply to our Service as we do not handle physical products. The only form of "return" is the refund of funds to your original payment source (e.g., bank account). All approved refunds will be processed to the same account from which the original payment was made.

5. Refund Processing Timelines

If a refund is approved and initiated by us, the amount will be processed within 5-7 business days. The time it takes for the funds to reflect in your account depends on your bank's processing speed. We are not responsible for delays caused by third-party banks or payment gateways.

6. Contact for Disputes and Refunds

For any transaction-related issues, please contact our customer support team with the following details:

  • Your registered mobile number.
  • Transaction ID.
  • Date and time of the transaction.
  • Amount of the transaction.
  • A clear description of the issue.

You can reach us at:

Email: hello@kenilglobal.com

Address: KENILGLOBAL TECH (OPC) PRIVATE LIMITED, G-9, GROUND FLOOR, GEEJGHAR TOWER, HAWA SADAK, CIVIL LINE, JAIPUR, RAJASTHAN 302006 INDIA