BBPS Policy

Effective date and last updated: 6 October 2026 · Applies to: NxtBanking (a product of Laraware Private Limited), its websites, APIs, dashboards and partner platforms.

1. About this policy

This policy explains how bill payments through the Bharat Bill Payment System (BBPS) work on NxtBanking-powered platforms, the rights and duties of customers and agents, and how complaints and disputes are handled. BBPS is an interoperable bill payment system run by the National Payments Corporation of India (NPCI) through its subsidiary NPCI Bharat BillPay Ltd (NBBL). BBPS is operated under the rules and guidelines of NPCI and the Reserve Bank of India, including the BBPS Procedural Guidelines and the Payment and Settlement Systems Act, 2007.

NxtBanking provides technology that connects its business customers (agents, retailers and partner platforms) to BBPS-authorised units. NxtBanking is a software and API infrastructure provider. Where a service involves a regulated activity (for example BBPS bill payments, AEPS cash withdrawal, money transfer or prepaid recharge), that activity is carried out by the licensed or authorised entity concerned (such as a Bharat Bill Payment Operating Unit, a sponsor bank, a Payment Aggregator or a payment system operator) under its own licence and rules. NxtBanking does not hold customer funds as a bank, does not issue payment instruments and does not claim any licence or authorisation that it has not been granted.

2. Services available

• Fetching of bills and payment of recurring bills in categories such as electricity, water, piped gas, LPG booking, DTH, broadband and landline, mobile postpaid, loan and EMI repayment, insurance premium, FASTag, municipal tax, education fees, housing society and other categories as BBPS adds from time to time.
• Biller availability, bill fetch, due dates, part-payment and advance-payment options depend on each biller's configuration in BBPS.
• Payment through the modes enabled on the platform, such as cash at an agent point, wallet, UPI, card, net banking and bank account.

3. How a BBPS payment works

1. The customer selects the biller category and biller, and enters the customer identifier required by the biller (for example consumer number or mobile number).
2. The platform sends a bill fetch request through the BBPS network. The biller returns the customer name, bill amount, due date and bill number.
3. The customer reviews the bill and pays through an available mode.
4. The biller's confirmation is returned, and a BBPS transaction reference ID and receipt are issued.
5. The biller posts the payment to the customer account. Posting time depends on the biller, normally within 1 to 3 working days (some billers can take longer).

Always keep the BBPS reference ID and receipt. They are the proof of payment.

4. Customer rights

The customer has the right to:

• Clear information on the biller, bill amount, convenience fee and total charged before paying.
• A payment confirmation (SMS, email or printed or digital receipt) with the BBPS reference ID, date, time and amount.
• A fair and timely resolution of failed, duplicate and delayed payments.
• Privacy of bill and account information.
• Escalate complaints as in section 9 and the Grievance Redressal Policy.

5. Customer and agent responsibilities

Customers must provide the correct customer identifier, verify the bill before payment, keep the receipt and report problems promptly.

Agents and retailers using BBPS through NxtBanking must:

• Be onboarded and KYC-verified, and use only their own credentials and approved devices.
• Collect only the amount shown on the bill plus the convenience fee disclosed in the platform, and never collect extra amounts.
• Give a receipt for every transaction, and display the BBPS logo, complaint contact and fee schedule at the point of service where required.
• Not split, delay, manipulate or misuse customer payments, and never hold customer money beyond the settlement cycle.
• Follow the PMLA, cash-collection and transaction limits that apply to BBPS cash payments, and report suspicious activity.

6. Fees and charges

• The bill amount is paid in full to the biller.
• A convenience fee may apply to some payment modes and channels. It is displayed before payment and is charged only with the customer's confirmation.
• Biller-level charges, if any, are decided by the biller. Taxes (GST) are added where applicable.
• Fees are not charged on a transaction that fails and is reversed.

7. Transaction limits

Transaction limits depend on the biller, payment mode, the channel and the rules issued by NPCI and RBI (for example limits on cash bill payments and requirements for customer details above set thresholds). The limit applicable to a transaction is shown at the time of payment. We may change limits for risk and compliance reasons.

8. Failed, duplicate and delayed payments

Reversals and refunds follow the timelines in the Refund and Cancellation Policy and the BBPS and RBI turnaround-time rules in force.

9. Complaint and dispute resolution

• Complaints on a BBPS transaction can be raised through the agent or platform where the payment was made, by email to support@laraware.com, by phone on 0731-4621515, or through the dashboard.
• We register the complaint with a complaint ID within 24 hours and raise it on the BBPS complaint management system with the transaction reference.
• Complaints are resolved within the timelines laid down in the BBPS guidelines, and our aim is to give a first response within 2 working days and to resolve within 7 working days where the biller's response is received. Disputes between BBPS participants follow the BBPS dispute management procedure.
• Escalation levels, the Grievance Officer and external remedies, including the RBI Integrated Ombudsman, are set out in the Grievance Redressal Policy.

10. Fraud and security

• Never share OTPs, PINs or passwords with anyone. NxtBanking staff will never ask for them.
• Pay only through the official platform. Verify the biller name before payment.
• Report suspected fraud immediately to us and to the Cyber Crime helpline 1930 or https://cybercrime.gov.in.
• We monitor BBPS transactions for fraud and may hold, reject or reverse transactions that look suspicious.

11. Data and privacy

Bill and customer information obtained for BBPS is used only to complete the payment, resolve complaints and meet legal duties. It is shared only with BBPS participants (billers, BBPS operating units and NPCI) and as in the Privacy Policy.

12. Changes in BBPS rules

BBPS rules, biller lists, limits and timelines are set by NPCI and RBI and can change. Where a rule change conflicts with this policy, the rule prevails.

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