Refund Policy

1 Overview

FF Recharge is a digital platform that provides mobile recharge, DTH recharge, digital wallet, and paid verification services to users across India. This Refund Policy explains the circumstances under which refunds are issued, the methods used, and the expected timelines.

By using the FF Recharge app you acknowledge and agree to this Refund Policy. It should be read together with our Terms and Conditions and Privacy Policy.

2 Automatic Refund for Failed Recharges

If a mobile or DTH recharge fails after the amount has been deducted from your FF Recharge wallet, the full amount is automatically credited back to your wallet. No manual request is needed.

A recharge may fail for reasons including:

• Operator Rejection: The telecom or DTH operator declines the request.
• Network Issues: Connectivity problems between our systems and the operator.
• Transaction Timeout: The operator does not respond within the expected window.
• System Errors: A technical error prevents successful completion.

3 Processing / Pending Recharges

A recharge may stay in "Processing" or "Pending" status when the operator has not yet confirmed success or failure.

How We Handle Pending Recharges

• Auto Status Check: Our system regularly polls the operator to check the final status.
• Auto Refund on Failure: If the operator eventually confirms failure, the amount is automatically refunded to your wallet.
• Transaction History: You can always check the latest status from the Transaction History screen in the App.

If a recharge remains in "Processing" status for more than 24 hours, please contact our support team.

4 Verification Service Refunds

Verification services (RC Verification, Bank Account Finder, UPI Finder) are paid services. Their refund behavior is as follows:

• Successful Lookup: If the upstream provider returns a valid result, the charge is non-refundable — even if the result is not useful to you.
• Failed Lookup: If the upstream provider returns an error or a system failure, the full charge is automatically refunded to your FF Recharge wallet.
• No Data Found: If the upstream provider confirms that no data exists for the input you submitted, this is treated as a successful lookup and is non-refundable, as the provider was queried and responded.

5 Wallet Add Money Refund

When you add money to your wallet through UPI, net banking, debit card, or credit card, the amount is typically credited instantly. In rare cases the following may occur:

• Money is deducted from your bank / UPI but is not reflected in your FF Recharge wallet.
• The payment gateway confirms the transaction but the wallet credit fails due to a system error.

Resolution Process

In such cases the amount is automatically reconciled and credited to your FF Recharge wallet within 24 to 48 hours. Our system periodically verifies pending wallet top-up transactions with the payment gateway and processes any missing credits.

6 Cashback Reversal on Failed Recharge

Cashback is credited to your wallet only after the corresponding recharge is confirmed successful. If a recharge later fails or is reversed, any cashback credited for that recharge is also reversed from your wallet, together with the refund of the original recharge amount.

• You will see one debit entry (cashback reversal) and one credit entry (failed-recharge refund) in your Transaction History for a reversed recharge.
• The net result: your wallet is restored to the state it was in before the failed recharge.

7 Non-Refundable Transactions

The following transactions are not eligible for a refund under any circumstances:

• Successful Recharges: Once the operator confirms a recharge was completed, the amount has already been transferred and cannot be reversed.
• Wrong Number / Wrong Operator: If you enter an incorrect mobile number, DTH number, or operator and the recharge completes successfully, it is the user's responsibility. FF Recharge cannot retrieve the amount from the operator.
• Wrong Plan Selection: If you confirm an incorrect plan and it is processed successfully, no refund is provided.
• Successful Verification Lookups: Verification results, including "no data found" responses returned by the upstream provider.

8 Refund Method

All refunds from FF Recharge are credited exclusively to your FF Recharge wallet. We do NOT issue refunds to:

• Bank accounts
• UPI IDs
• Credit or debit cards
• Cash or any other external payment method

The refunded wallet balance can be used for any future recharge or paid service inside the App. Wallet balances are non-transferable and cannot be withdrawn as cash.

9 Refund Timeline

Expected refund timelines for different scenarios:

These timelines are estimates. In exceptional circumstances processing may take slightly longer. You will be notified inside the App once a refund is credited.

10 How to Request a Refund

Automatic Refunds

For failed recharges, failed verification lookups, and failed wallet top-ups, refunds are processed automatically. No action is required from your side. You will receive a notification in the App once the refund is credited to your wallet.

Manual Refund Request

If you believe you are entitled to a refund that has not been processed automatically, reach out to us:

• In-App Chat: Open FF Recharge → Help & Support → start a chat with our support team.
• Email: support@ffenterprise.in

Our team reviews and responds within 24 to 48 hours.

11 Dispute Resolution

If you disagree with a refund decision or believe a refund was incorrectly processed, you may raise a dispute.

How to Raise a Dispute

• Email support@ffenterprise.in with the subject line "Refund Dispute" along with transaction details, reason for dispute, and any supporting evidence.
• Our team investigates and provides a resolution within 7 business days from the date the dispute is raised.

We are committed to resolving every dispute fairly. If our investigation confirms a refund is warranted, the amount is credited to your FF Recharge wallet promptly.

12 Changes to This Policy

We may modify, update, or replace this Refund Policy at any time. Changes take effect immediately upon posting inside the App or on our website. For material changes we will notify users via in-app notifications or email. Continued use of the App after a change constitutes acceptance of the revised policy.

13 Contact Information

For questions, concerns, or feedback about this Refund Policy, or if you need help with a refund: