Refund & Cancellation Policy
Last updated: October 7, 2026
1. Overview
This Refund & Cancellation Policy applies to all services offered through the Insta Pay Desk platform operated by IPD Digital Payment Service Solutions LLP ("Insta Pay Desk", "we", "us"). It should be read together with our Terms & Conditions. Insta Pay Desk is a B2B platform: all refunds are made to the partner's Insta Pay Desk wallet unless stated otherwise below.
2. Cancellation
- Recharges, bill payments, money transfers, AePS and PAN card transactions are processed in real time and cannot be cancelled once submitted.
- Please check the mobile number, consumer number, biller, operator, beneficiary account, IFSC and amount carefully before confirming a transaction.
3. Failed Transactions
- If a transaction fails, the full amount (including any surcharge) is refunded automatically to the partner's wallet, usually immediately.
- If the Service Provider confirms a failure later, the refund is credited to the wallet as soon as the failure is confirmed.
4. Pending Transactions
- Some transactions remain "Pending" until the bank, operator or biller confirms the final status. Most are resolved within a few minutes; some may take up to 3 working days or as per the timelines of the network or Service Provider.
- If a pending transaction finally fails, the amount is refunded to the wallet. If it succeeds, no refund is due.
5. Successful Transactions
- A transaction marked successful by the Service Provider is not refundable by Insta Pay Desk.
- Recharges or payments made to a wrong number, consumer number, biller or account because of incorrect details entered cannot be reversed by us. We will, on request, raise the matter with the Service Provider, but any recovery depends entirely on them.
- For Bharat Connect (BBPS) bill payments, the customer or partner can raise a complaint using the B-Connect Transaction ID through the Platform. The complaint is handled under the Bharat Connect dispute process, and any refund approved there is credited as per that process.
- For money transfers credited to a wrong beneficiary because of incorrect details provided, recovery depends on the beneficiary bank and is not guaranteed.
6. Wallet Loads & Fund Requests
- Fund requests are credited to the wallet after the payment is verified in our bank account. A fund request with an incorrect or duplicate reference may be rejected.
- If money is transferred to our account but the fund request is rejected (for example, the payment cannot be matched), it is returned to the source bank account after verification, usually within 7 working days.
- Wallet balance is not refundable in cash. On closure of the partner account, the remaining balance is transferred to the partner's KYC-verified bank account after adjusting any dues, within 7 working days of completing the closure checks.
7. Charges & Commission
On a refunded transaction, any surcharge collected is refunded and any commission credited for it is reversed. Charges on successful transactions are not refundable.
8. How To Request A Refund
Raise a support ticket from your Insta Pay Desk panel, or write to us at support@instapaydesk.in, within 30 days of the transaction. Please mention the Transaction ID (and B-Connect Transaction ID for bill payments), date, amount and the issue. We aim to respond within 2 working days.
Contact Us
IPD Digital Payment Service Solutions LLP (Insta Pay Desk)
16th Floor, Office No. 1602, Excellent Business Hub, Katargam, Surat, Gujarat 395004
Email: support@instapaydesk.in · Phone: 0261 4540694 · WhatsApp: +91 80808 07600
Support hours: 10:00 AM to 7:00 PM, Monday to Saturday (except public holidays).