Refund and Cancellation 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. Scope

This policy covers refunds, reversals and cancellations for transactions made through NxtBanking-powered services (AEPS, BBPS, mobile and DTH recharge, money transfer, payouts and payment collection) and for NxtBanking subscription, onboarding and API fees. It is read with the Terms and Conditions and the service-specific policies.

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. Failed and pending transactions

A transaction is treated as failed when the bank, biller or operator confirms it did not complete. A transaction is pending when the final status is not yet known.

Where RBI's harmonised turnaround time (TAT) framework for failed transactions applies, we follow it, and any compensation it requires is passed to the affected customer by the responsible entity.

3. When refunds are not available

• The transaction was successful and the service was delivered, for example the recharge was credited or the bill was posted to the biller.
• The customer gave the wrong mobile number, DTH number, consumer number, account number or IFSC. Recovery is attempted on a best-effort basis but not guaranteed.
• Loss caused by sharing OTPs, PINs, passwords or biometric access with another person.
• Bill payments already posted by the biller. Corrections must be taken up with the biller.
• Transactions found to be fraudulent, in breach of law, or in breach of our Terms by the user.

4. How to request a refund or raise a dispute

1. Note your transaction ID, date, amount and registered mobile number.
2. Email refunds@laraware.com or call 0731-4621515, or raise a ticket from your dashboard.
3. We acknowledge within 24 hours and share a complaint number.
4. We investigate with the bank, biller or operator, and update you on the status.
5. Approved refunds are credited to the original source of payment. We do not refund in cash.

If you have transacted through a retailer, distributor or white-label partner, first contact them. They are responsible for their customers, and can escalate to us.

5. Refund of fees (subscription, setup and API plans)

• Onboarding and setup fees are non-refundable once onboarding work has begun.
• Subscription and API plan fees are billed in advance. You may cancel any time, and the cancellation takes effect from the end of the paid period. Fees for a period already started are not refunded.
• Annual plans cancelled within 7 days of purchase, without any usage, are eligible for a refund after deducting payment-gateway charges and taxes already paid.
• Wallet top-ups remain in the wallet and can be used for services. Unused balance is refundable to the original source on closure of the account, after reconciliation and deduction of dues, within 15 working days.
• If we are unable to provide a paid service for reasons within our control, we will refund the fee for the unusable period in proportion.

6. Cancellations

• Once a transaction is submitted to the bank, biller or operator it cannot be cancelled by us. Recharge, bill payment and fund transfer are final on success.
• Scheduled transactions and bulk payout files can be cancelled before they are sent for processing.
• Account closure requests are handled under the Terms and Conditions after reconciliation of all transactions, disputes and dues.

7. Chargebacks and set-off

Where a bank or NPCI raises a chargeback, we may debit the amount from the responsible user's wallet or settlement, as set out in the Terms and Conditions. Any penalty or cost raised by a bank or regulator because of a user's wrongful transaction is recoverable from that user.

8. Escalation

If you are not satisfied with the resolution, escalate under the Grievance Redressal Policy. Customers of regulated services can also use the RBI Integrated Ombudsman Scheme at https://cms.rbi.org.in once the entity's own redress process has been tried.

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