Refund Policy

📅 Last Updated: 1 May 2025

1. Overview

Bharat Paye strives to provide seamless, error-free FASTag services. This Refund Policy outlines the circumstances under which refunds are processed, the eligible amounts, and the timeline for receiving refunds. We aim to be transparent and fair in all refund decisions.

This policy applies to all transactions made through the Bharat Paye website (bharatpaye.com) and is governed by applicable Indian laws and RBI guidelines.

2. Eligible Refund Scenarios

The following transactions are eligible for a refund:

Scenario	Refund Amount	Timeline
Failed recharge (amount debited but not credited to wallet)	Full amount	5–7 business days
Duplicate recharge (same amount charged twice)	Duplicate amount	5–7 business days
Wallet balance on account closure	Remaining balance	10 business days
Security deposit on account closure (tag returned)	₹100	10 business days
FASTag application rejected after payment	Full amount paid	7 business days
Overcharge at toll plaza (verified by NHAI)	Excess amount	15–21 business days

3. Non-Refundable Items

The following are not eligible for refund:

• Successful toll deductions at authorized NHAI toll plazas
• FASTag issuance fee (₹excluded from security deposit)
• Recharges that have already been partially or fully utilized for toll payments
• Transactions disputed more than 45 days after the transaction date
• Charges arising from user error (incorrect vehicle number, wrong account recharge)
• Security deposit if the FASTag is lost, damaged, or not returned upon account closure
• Convenience fees or service charges charged by payment gateways

4. How to Request a Refund

To initiate a refund request, follow these steps:

• Step 1: Contact our support team at support@bharatpaye.com or call our toll-free number
• Step 2: Provide your registered mobile number, vehicle number, and the transaction reference ID
• Step 3: Describe the issue clearly and attach any relevant screenshots or bank statements
• Step 4: Our team will acknowledge your request within 24 hours and initiate an investigation
• Step 5: Upon verification, the refund will be processed to your original payment method

You can also raise a refund request through the contact form on our Contact Us page.

5. Refund Timeline

Refund timelines depend on the nature of the transaction and the payment method used:

• UPI Transactions: 3–5 business days after approval
• Debit / Credit Cards: 5–7 business days after approval (subject to your bank's processing time)
• Net Banking: 5–7 business days after approval
• Wallet / Security Deposit: 7–10 business days via NEFT/IMPS to your registered bank account

Business days exclude Sundays and public holidays. Refund timelines begin from the date of approval, not the date of the request.

6. Security Deposit Refund

The ₹100 refundable security deposit collected at the time of FASTag issuance will be returned when:

• You close your Bharat Paye FASTag account
• The physical FASTag is returned to us in undamaged condition
• All outstanding dues on the account are cleared

The security deposit will not be refunded if the FASTag is lost, damaged, defaced, or if the account is closed due to policy violations.

7. Failed Transactions

In cases where your payment was debited from your bank account but the FASTag wallet was not credited:

• Our system automatically detects and reconciles most failed transactions within 24–48 hours
• If the wallet is not credited within 48 hours, please contact our support with your payment reference/UTR number
• Refunds for failed transactions are processed to the original payment source within 5–7 business days

Please do not attempt a second recharge for the same amount until the first transaction is resolved, to avoid duplicate charges.

8. Account Closure Refund

If you choose to close your Bharat Paye account:

• Submit a closure request via email to support@bharatpaye.com with your account details and ID proof
• Any remaining FASTag wallet balance will be refunded after deducting any outstanding charges
• The security deposit will be refunded upon receipt of the physical FASTag in good condition
• All refunds upon account closure are processed via NEFT to your registered bank account within 10 business days

9. Toll Dispute Resolution

If you believe you have been incorrectly charged at a toll plaza:

• Raise the dispute within 45 days of the transaction date
• Provide the date, time, toll plaza name, and transaction amount
• We will coordinate with NHAI on your behalf to investigate the discrepancy
• NHAI-verified overcharges will be refunded within 15–21 business days

Note: Bharat Paye acts as an intermediary in toll disputes. The final decision on toll refunds rests with NHAI and the toll plaza operator.

10. Contact Us for Refunds

For any refund-related queries, please reach out to us:

Email: support@bharatpaye.com
Phone: +91 85209 05565 (Mon–Sat, 9 AM – 8 PM)
Online Form: Contact Us Page
Address: Bharat Paye Private Limited, H No. 6-3-354/2, 3rd Floor, Hindi Colony, Punjagutta, I.M.Colony, Hyderabad, Khairatabad, Telangana, India – 500082

Please include your registered mobile number, vehicle number, and transaction reference ID in all communications for faster resolution.