01Overview
This Refund Policy applies to all services in the FF Recharge app, operated by FF Enterprise. It should be read with our Terms and Conditions and Privacy Policy.
| Situation | Refund | Timeline |
|---|---|---|
| Mobile / DTH recharge failed | Auto refund | Instant |
| Recharge stuck in Pending | Auto refund if it finally fails | Up to 24 hours |
| Document / verification lookup failed or no record found | Auto refund | Instant |
| Money debited but wallet not credited | Auto reconciliation | 24–48 hours |
| Successful recharge (incl. wrong number entered by you) | Non-refundable | — |
| Successful lookup / document delivered | Non-refundable | Free re-download from history |
| Disputed transaction | After investigation | 5–7 business days |
02Failed Recharges
If a mobile or DTH recharge fails after your wallet is debited, the full amount is credited back to your wallet automatically — no request needed. Failures can happen because of operator rejection, network problems, timeouts or system errors.
03Pending / Processing Recharges
- Our system keeps checking the operator for the final status.
- If the operator confirms failure, the amount is refunded automatically.
- You can always see the latest status in Transaction History.
If a recharge stays in Processing for more than 24 hours, contact support with the transaction ID.
04Document & Verification Services
This covers RC Verification, RC PDF, DL PDF, PAN Card Details, Ration Card PDF, Bank Account Finder and Bank + UPI Finder.
- Failed request or no record found: the charge is refunded to your wallet automatically, and the App shows a “balance refunded” message.
- Result / document delivered: the charge is non-refundable, even if the information is not what you expected, because the data partner has already processed the request.
- Lost the file? Successfully generated documents can be downloaded again free of charge from your history / Saved Documents.
Please double-check the number (and date of birth for DL) before submitting. A result for a wrongly typed but valid number is still a delivered result.
05Wallet Top-up Issues
Rarely, money may be debited from your bank / UPI but not appear in your wallet. Our system re-checks pending top-ups with the payment gateway and credits them automatically within 24–48 hours. If the gateway finally marks the payment as failed, your bank reverses the debit as per its own timelines (usually 5–7 business days).
Not credited after 48 hours? Email support@ffenterprise.in with the payment reference / UTR number, date, amount and your registered mobile number.
06Cashback Reversal
Cashback is credited only after a recharge succeeds. If that recharge later fails or is reversed, the cashback is reversed together with the refund of the recharge amount, so your wallet returns to its earlier state. Both entries are visible in Transaction History.
07Non-Refundable Transactions
- Recharges confirmed successful by the operator.
- Recharges to a wrong number or operator that you entered, or a wrong plan you selected, once successful.
- Lookups and documents successfully delivered.
- Wallet balance forfeited because of fraud, abuse or a serious violation of our Terms.
08Refund Method
Refunds for recharges and services are credited to your FF Recharge wallet, so you can use the money again immediately. Wallet balance is closed-loop: it cannot be withdrawn as cash or transferred to a bank account or another user. Payments that never reached your wallet are reversed by the payment gateway / your bank to the original payment method.
09How to Request Help
- Open the App → Profile → Help & Support and start a chat, or email support@ffenterprise.in.
- Share your registered mobile number, the transaction ID, date, amount and a short description.
- Our team replies within 24–48 hours and you get an in-app notification when a refund is credited.
10Disputes & Escalation
If you disagree with a refund decision, email support@ffenterprise.in with the subject “Refund Dispute” and any supporting details. We investigate and respond within 7 business days. If you are still not satisfied, you can escalate to our Grievance Officer (below).
11Changes to This Policy
We may update this policy from time to time. The “Last updated” date shows the current version, and material changes will be notified in the App.
12Grievance Redressal
In accordance with the Information Technology Act, 2000, the rules made under it, and the Digital Personal Data Protection Act, 2023, complaints about the App, its content, your account, or the processing of your personal data may be sent to our Grievance Officer:
Please write with the subject line “Grievance” and include your registered mobile number, the transaction ID (if any), and a short description of the issue.
13Contact Us
Need help with a refund?