1Overview
All services on NEXA PE are paid from your wallet. If a service fails, the amount is returned to the same wallet — you do not need to ask for it in most cases.
2Failed transactions
When a recharge or service fails at the operator or provider, the full amount debited from your wallet is refunded automatically, usually within minutes of the failure being confirmed.
3Pending transactions
Sometimes the operator takes time to confirm a transaction. It then shows as Pending:
- If it later succeeds, no refund is due.
- If it later fails, the amount is refunded to your wallet automatically.
- Most pending transactions are settled within 24 hours; some may take up to 72 hours.
4Refunds by service
| Service | When a refund is given |
|---|---|
| Mobile & DTH recharge | When the operator reports the recharge as failed. A successful recharge to a wrong number or ID entered by you cannot be refunded. |
| NSDL / UTI PAN | Only if the application or coupon could not be submitted / issued. Once submitted to NSDL (Protean) or UTIITSL, or once a coupon is issued, the fee is not refundable. |
| Find PAN / PAN details | If no result was delivered because of a technical failure. Charges for a delivered result are not refundable. |
| Vehicle insurance | If the policy was not issued. Cancellation and refund of an issued policy follow the insurance company's rules. |
| ID activation / registration fee | Not refundable once the account or service ID is activated. |
5Wallet top-ups
If money is debited from your bank or UPI but not added to your wallet, it is usually credited automatically within 24–48 hours after the payment gateway confirms it. If the payment fails, your bank returns the money to your account, normally within 5–7 working days, as per bank and payment gateway timelines. Payment gateway charges, where applicable, are not refundable.
6Non-refundable cases
- Successful transactions made to a wrong number, operator, subscriber ID or amount entered by you.
- Services already delivered or applications already submitted to the authority.
- Activation, registration and plan fees after activation.
- Transactions found to be fraudulent or against our Terms.
7How to raise a complaint
If a transaction shows Success but your customer did not get the service, raise a dispute within 7 days:
- Open Recharge History in your panel and click the Raise dispute button on that transaction, or
- Raise a complaint from Query / Complaints in your panel with the order ID and details, or
- Contact support at [email protected] or 7811858888.
We check the complaint with the operator or provider. If the complaint is accepted, the amount is refunded to your wallet; if it is rejected, the status is updated in your panel with the reason.
8Cancellation
Recharges and service requests are processed instantly and cannot be cancelled once submitted. You may ask us to close your account at any time by contacting support.
9Contact
For any refund question, contact us at [email protected] or 7811858888 (10:00AM TO 07:00PM). Please keep your order ID ready.