Last updated: 24 August 2026
This Refund & Cancellation Policy applies to the services provided by M2MONEY ONLINE SERVICE OPC PVT LTD through the M2MONEY platform, including bill payments, mobile/DTH recharges, and AEPS (Aadhaar Enabled Payment System) transactions.
By using M2MONEY services, you acknowledge and agree to the terms mentioned in this Refund & Cancellation Policy.
M2MONEY processes transactions through various third-party service providers, billers, telecom operators, banking partners, and payment service providers.
Once a transaction has been successfully processed and the corresponding service has been delivered, the transaction generally cannot be cancelled or refunded, except where a refund is permitted due to a failed transaction, duplicate transaction, technical error, or as otherwise required under applicable laws or the relevant service provider's policy.
Mobile and DTH recharge transactions are processed through the respective telecom or DTH service provider.
Once a recharge has been successfully processed and the recharge amount has been credited to the selected mobile number or DTH account, the transaction cannot generally be cancelled or refunded.
If the recharge transaction fails and the amount has been deducted from the user's wallet or payment account, the amount may be automatically reversed or credited back to the applicable wallet/account after confirmation of the failed transaction.
If a recharge transaction is showing as pending, users are requested not to initiate another recharge for the same number until the status is confirmed.
The transaction status may take some time to be updated due to delays from the telecom operator, DTH provider, payment gateway, or other service providers. If the transaction is ultimately confirmed as failed, the applicable amount will be processed for reversal or refund in accordance with the applicable service provider's settlement process.
Bill payments made through M2MONEY are processed with the respective biller or service provider.
Once a bill payment has been successfully processed and confirmed by the relevant biller, the payment cannot generally be cancelled or refunded.
If a bill payment fails and the amount has been deducted from the user's wallet or payment account, the amount will be eligible for reversal/refund after the transaction failure is confirmed.
In case a bill payment remains pending, the final status may depend on confirmation received from the relevant biller or service provider. Users should avoid making duplicate payments while the transaction is pending.
AEPS (Aadhaar Enabled Payment System) transactions are processed through authorized banking and payment partners.
Once an AEPS transaction has been successfully completed and the transaction amount has been confirmed by the relevant banking/payment system, it cannot generally be cancelled or reversed by the user.
If an AEPS transaction fails but the customer's account has been debited, the transaction will be subject to reconciliation and confirmation through the applicable banking/payment network. If the transaction is confirmed as failed and the amount is eligible for reversal, the applicable amount will be credited/reversed in accordance with the applicable banking and payment network process.
AEPS transactions may occasionally remain pending due to technical issues, banking network delays, or reconciliation requirements. Users are advised not to initiate another transaction until the status of the existing transaction has been confirmed.
If a user is charged more than once for the same transaction due to a technical error or duplicate processing, the additional amount will be investigated and, where confirmed, will be eligible for reversal or refund.
Users should provide the relevant transaction reference, date, amount, and other required details when reporting a duplicate transaction.
In the event of a technical error, system failure, payment gateway issue, banking network failure, or service provider error resulting in an unsuccessful transaction and deduction of funds, M2MONEY will initiate the applicable reconciliation and reversal/refund process after verification.
Where a refund or reversal is approved, the amount will be processed through the applicable payment, banking, wallet, or settlement mechanism.
The actual time required for the refund may depend on the relevant bank, payment gateway, biller, telecom operator, banking network, or other service provider. M2MONEY will make reasonable efforts to process eligible refunds and reversals after the relevant transaction has been verified and reconciled.
The following transactions are generally not eligible for cancellation or refund once successfully completed:
Exceptions may apply where required by applicable law, regulatory directions, or the applicable service provider's refund/reversal process.
If you believe that a transaction is eligible for a refund, reversal, correction, or investigation, you should contact M2MONEY ONLINE SERVICE OPC PVT LTD support as soon as possible and preferably within 7 days of the transaction or the date on which you became aware of the issue.
To help us investigate your complaint, please provide the following information:
M2MONEY will acknowledge the complaint and may request additional information where necessary. Refund or complaint requests without sufficient transaction details may require additional information before the investigation can be completed.
Where a refund, reversal, or correction is found to be applicable, the amount will be processed within the applicable timeline of the respective bank, payment partner, or service provider.
For refund requests, failed transactions, pending transactions, duplicate transactions, or other service-related complaints, please contact us:
M2MONEY reserves the right to modify or update this Refund & Cancellation Policy from time to time to reflect changes in our services, applicable laws, regulatory requirements, or service provider policies.
Any changes will be published on this page. Users are encouraged to review this policy periodically.
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