Refund and Cancellation Policy

‍Last updated on - 13/05/2026

This Refund and Cancellation Policy (“Policy”) governs bill payment transactions initiated by Users through the SalarySe platform operated by Critical Path Technologies Private Limited (“SalarySe”) using BBPS.

This Policy shall form an integral part of and be read together with the applicable Terms of Use, Privacy Policy, consent terms, banking partner terms, and any applicable directions, circulars, operating guidelines, or regulations issued by the National Payments Corporation of India (“NPCI”), BBPS operating units, partner banks, regulators, and Billers from time to time.

By using the BBPS bill payment services made available on the SalarySe platform, the User acknowledges and agrees to be bound by this Policy.

  1. DEFINITIONS

For the purposes of this Policy, unless the context otherwise requires:

  1. “BBPS” means the Bharat Bill Payment System, an integrated bill payment ecosystem conceptualized and regulated by the Reserve Bank of India and operated by NPCI.
  2. “Biller” means any utility provider, telecom operator, financial institution, FASTag issuer, insurance company, credit card issuer, or any other entity registered under BBPS for collection of bill payments.
  3. “Business Day” means any day on which banks are generally open for business in India, excluding Sundays, public holidays, and bank holidays.
  4. “Payment Instrument” means any valid payment mode permitted on the SalarySe platform, including bank account, debit card, credit card, UPI, prepaid instrument, wallet, or any other payment mechanism enabled by partner banks or payment service providers.
  5. “Refund” means reversal or repayment of funds debited from the User for a failed, unsuccessful, reversed, or unprocessed bill payment transaction.
  6. “Transaction” means any bill payment instruction initiated by a User through the SalarySe platform using BBPS infrastructure.
  7. “User” means any person accessing or using the SalarySe platform for making bill payments through BBPS.
  1. SCOPE
    1. This Policy applies only to bill payment services facilitated through BBPS on the SalarySe platform, including but not limited to utility bill payments, telecom bill payments, FASTag recharges, credit card bill payments, insurance premium payments, and other categories enabled through BBPS.
    2. This Policy shall not apply to any non-BBPS products or services offered by SalarySe Platform, including but not limited to lending products, leasing services, gift cards, or any other financial or payment products not processed through BBPS infrastructure.
  2. NATURE OF SERVICE
    1. SalarySe acts solely as a technology platform and facilitator for processing bill payment transactions through authorized banking channels and BBPS infrastructure. SalarySe does not independently operate or control the BBPS network, partner bank systems, Biller systems, or settlement infrastructure. Transaction processing and bill payment confirmations are dependent upon multiple third-party systems, including banks, payment gateways, telecom networks, NPCI infrastructure, BBPS operating units, and Billers.
    2. Accordingly, the availability and processing of bill payment services may occasionally be impacted due to technical outages, maintenance activities, delayed Biller responses, reconciliation delays, banking downtime, network interruptions, or other operational issues beyond the reasonable control of SalarySe.
  3. USER RESPONSIBILITIES
    1. Users are solely responsible for ensuring that all payment-related information entered on the SalarySe platform is accurate, complete, and up to date.
    2. Before confirming any Transaction, Users are advised to carefully review and verify all the payment details, including Biller name, customer or account number, registered mobile number, bill amount, payment amount, due date, and any other relevant payment details.
    3. SalarySe shall not be responsible for incorrect or failed payments arising due to errors, omissions, or incorrect information provided by the User, including payments made to unintended Billers or accounts.
    4. Users are also advised to retain transaction receipts, payment confirmations, and reference numbers for future reference and dispute resolution purposes.
  4. TRANSACTION STATUS AND PROCESSING
    1. A bill payment transaction shall be treated as successful only upon (a) successful debit from the User’s payment source; and (b) receipt of a successful confirmation from the relevant BBPS/Biller system.
    2. Mere debit of funds from the User’s bank account or payment source shall not by itself constitute confirmation of a successful bill payment.
    3. Depending on the status received from the relevant systems, a Transaction may reflect as successful, failed, pending, reversed, timed out, or under processing. In certain cases, Biller confirmation may be delayed due to dependency on external systems, and the Transaction may remain pending until reconciliation is completed.
  5. FAILED OR PENDING TRANSACTIONS
    1. A Transaction may (a) fail, (b) remain pending, (c) not receive confirmation from the Biller, or (d) be reversed due to various technical or operational reasons including but not limited to banking server downtime, payment gateway failures, Biller system errors, BBPS network disruptions, insufficient balance, timeout during processing, technical issues, reconciliation mismatches, or suspected fraudulent activity.
    2. In cases where the User’s account has been debited but the Transaction is ultimately unsuccessful or not confirmed by the Biller, the applicable Refund shall generally be initiated automatically to the original Payment Instrument used for the Transaction.
    3. Refund initiation and settlement shall remain subject to confirmation and reconciliation processes carried out by the relevant banking partner, BBPS operating unit, payment processor, and/or Biller.
  6. REFUND TIMELINES
    1. Refunds for failed or unsuccessful BBPS Transactions are generally processed automatically. Eligible Refunds are ordinarily initiated within ten (10) Business Days from the date of confirmation of Transaction failure, reversal, or reconciliation completion, as applicable.
    2. The actual timeline for receipt of funds may vary depending on the User’s bank, payment network, card issuer, UPI partner, banking settlement cycles, or other third-party dependencies.
    3. Refunds shall generally be credited only to the original Payment Instrument used for the Transaction.
    4. SalarySe shall not process Refunds in cash or to alternate bank accounts except where required under applicable law or regulatory directions.
    5. SalarySe shall not be liable for delays attributable to external banking channels, payment networks, card systems, Billers, or settlement infrastructure once the refund instruction has been successfully initiated.
  7. DUPLICATE TRANSACTIONS
    1. In the event of duplicate debits arising from technical issues or multiple payment attempts, for the same bill, due to delayed bank responses, timeout errors, network disruptions, or technical issues, the resolution and refund process shall be subject to reconciliation with the relevant banking partner, payment gateway, BBPS operator, and/or Biller.
    2. Upon successful reconciliation and confirmation of duplicate debit, the eligible Refund shall be processed in accordance with applicable banking and BBPS guidelines.
  8. CANCELLATION POLICY
    1. Once a Transaction has been successfully processed and confirmed by the relevant BBPS and/or Biller system, such Transaction cannot be cancelled, reversed, modified, stopped, or recalled.
    2. Users are therefore strongly advised to carefully review all payment details before confirming any Transaction on the SalarySe platform.
    3. SalarySe shall not be liable for losses arising from (a) incorrect consumer/account details entered by the User, (b) payment towards unintended Billers/accounts, (c) duplicate payments initiated by the User, or (d) errors attributable to the User by way of negligence while confirming payment details.
    4. Requests for cancellation after successful processing shall not be considered unless specifically required under applicable law or expressly permitted by the relevant Biller or banking partner.
  9. CUSTOMER SUPPORT AND ESCALATION
    1. In the event a User does not receive the applicable Refund within the timelines specified under this Policy, the User may contact the SalarySe support with relevant transaction details, including, (a) registered mobile number, (b) Transaction reference number, (c) date and time of Transaction, (d) Biller details, (e) amount paid, and (f) supporting proof of debit or bank statement for verification purposes.
    2. SalarySe shall make commercially reasonable efforts to coordinate with the relevant banking partners, BBPS operating units, payment processors, and Billers to assist in resolution of genuine Transaction-related issues.
    3. Resolution timelines may vary depending on the nature of the issue and dependency on third-party responses.
  10. FRAUD PREVENTION AND COMPLIANCE
    1. SalarySe reserves the right to suspend, decline, hold, or review any Transaction in cases involving suspected fraud, unusual transaction patterns, regulatory requirements, anti-money laundering obligations, or directions issued by competent authorities or partner institutions.
    2. Users agree to cooperate with any verification or compliance procedures reasonably required in connection with Transactions processed through the SalarySe platform.
  11. LIMITATION OF LIABILITY
    1. To the maximum extent permitted under applicable law, SalarySe shall not be liable for (a) delays in bill posting, (b) Biller confirmation failures, (c) interruption or failure attributable to BBPS systems, banks, payment gateways, telecom or internet disruptions, acts, or omissions of third-party service providers, (d) incorrect information provided by Users, or (e) any event beyond its reasonable control.
    2. In no event shall SalarySe be liable for any indirect, incidental, consequential, special, or punitive damages, including loss of profits, loss of opportunity, or business interruption arising out of or in connection with BBPS bill payment services.
  12. Indemnity
    1. The User agrees to defend, indemnify, and hold harmless SalarySe, its affiliates, group entities, directors, officers, employees, representatives, agents, consultants, service providers, banking partners, licensors, and contractors (collectively, the “Indemnified Parties”) from and against any and all claims, actions, proceedings, liabilities, losses, damages, penalties, costs, expenses, or demands, including reasonable legal fees and expenses, arising out of or in connection with:
  1. the User’s access to, use of, or misuse of the SalarySe platform or BBPS bill payment services;
  2. any breach or violation by the User of this Policy, the Terms of Use, applicable partner terms, or any other policies governing the use of the platform;
  3. any incorrect, inaccurate, incomplete, misleading, or fraudulent information provided by the User while initiating a Transaction;
  4. any violation by the User of applicable laws, rules, regulations, regulatory directions, or governmental requirements, including laws relating to payments, data protection, cybersecurity, anti-money laundering, taxation, or financial crimes;
  5. any unauthorized, negligent, fraudulent, or unlawful activity carried out using the User’s account, credentials, devices, or Payment Instruments;
  6. any claim by a third party arising from or relating to the User’s Transactions, including disputes relating to bill payments, unauthorized usage, duplicate payments, or incorrect payment instructions; or
  7. any act, omission, negligence, misconduct, or violation of rights by the User that results in loss, damage, reputational harm, or liability to any Indemnified Party or third party.
  1. The obligations under this clause shall survive termination, suspension, closure of the User account, or discontinuation of the BBPS bill payment services.
  1. AMENDMENTS
    1. SalarySe reserves the right to modify, amend, update, or replace this Policy at any time in accordance with applicable laws, regulatory requirements, or partner obligations. Updated versions of this Policy may be published on the SalarySe platform/app from time to time and shall become effective upon publication unless otherwise specified.
    2. Continued use of BBPS bill payment services by the User, after such modification, amendment, update, or replacement, shall constitute acceptance of the revised Policy.
  2. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable law, the courts at Gurugram, Haryana shall have exclusive jurisdiction over any disputes arising out of or relating to this Policy or the use of BBPS bill payment services on the SalarySe platform.

  1. CONTACT US

For any queries, grievances, or support relating to BBPS bill payment Transactions, Refunds, or Transaction-related issues, Users may contact the support team through the SalarySe application or write to us at contact@salaryse.com or through such official communication channels as may be notified by SalarySe from time to time.