Last updated: August 2026
This policy explains how Shakti E Solutions Private Limited ("Shakti", "we", "us") handles refunds for failed or disputed transactions carried out through our AEPS, Micro ATM, BBPS, DMT, recharge and other services. It applies to all Retailers, Distributors, Master Distributors, White Label partners and end customers using our Platform.
Failed Transactions
Where a transaction fails for a reason directly attributable to Shakti or our technology partners, and the failure is confirmed by the relevant bank or payment gateway, the affected amount is automatically reversed to the originating wallet or account. Reversal timelines depend on the service used and the response time of our banking partners, and typically complete within 3 to 21 working days from the date of the original transaction.
Amount Debited but Service Not Received
If an amount has been debited but the corresponding service (such as a recharge, bill payment or fund transfer) was not delivered, please raise a complaint with our support team within 7 days of the transaction, including the transaction ID, date, amount and a description of the issue.
Our Investigation Process
On receiving a complaint, we will investigate the transaction with the relevant banking or biller partner. Where the investigation confirms the transaction genuinely failed on our end, the amount will be refunded to the originating wallet or account. Our liability in every case is limited to the amount actually received by us for that transaction — we are not responsible for indirect losses arising from a failed or delayed transaction.
Charges Not Refunded
Applicable taxes, payment gateway charges and any service fees already earned on a successfully completed transaction are not refundable.
Cancellations
Once a transaction such as a fund transfer, bill payment or recharge is successfully processed, it generally cannot be cancelled or reversed, as these are typically instant and irrevocable by nature. Requests to cancel a pending order (for example, an account-opening or PAN card application still in process) may be considered before the request has been submitted to our partner bank or authority.
How to Raise a Complaint
Email us at info@shaktiesol.com or call +91 78380 95554 with your transaction details. You will receive an acknowledgement and, where applicable, a resolution timeline.
This policy is subject to the terms of our Terms & Conditions. We thank you for partnering with Shakti E Solutions and are committed to resolving every genuine issue fairly and promptly.