Refund Policy
Clear, fair and service‑oriented refunds for FASTag facilitation and support.
Scope
This policy applies to our facilitation and support services including FASTag issuance assistance, recharge assistance, KYC updates, blacklist removal guidance, dispute support, and fleet solutions. We do not sell mattresses, pillows or similar products.
Service Fees
Service fees are charged for our time, expertise and coordination efforts. Bank/issuer charges and wallet balances are separate and governed by the respective institution’s policies.
FASTag Issuance Assistance
If a FASTag cannot be issued/activated after you have provided correct and complete KYC documents, and the failure is not due to bank/issuer restrictions or regulatory reasons, we will refund our service fee. When rejection is due to incomplete/incorrect documentation, regulatory constraints, or issuer policy, service fees may not be refundable.
Recharge Assistance
When we assist with a recharge and the payment is captured but the tag is not credited due to issuer/PG issues, we will work with the issuer/payment gateway for resolution. If unresolved within a reasonable time window (typically 5–7 business days) and the funds are not reflected or reversed, we will refund our service fee. Issuer/PG refunds follow their respective policies.
KYC Update & Blacklist Removal
For KYC updates and blacklist removal guidance, fees are refundable only if we cannot initiate the process with the issuer due to reasons attributable to us. If delays or rejections arise from issuer policy, regulatory checks, or incorrect documents, service fees may not be refundable.
Disputes & Double‑Debits
We submit/guide dispute requests with issuers/NPCI for toll double‑charge or debit errors. Outcomes are subject to issuer/NPCI review. Our service fee is refundable only where we fail to submit/initiate the dispute due to our error.
Processing Time
Approved refunds of our service fees are typically processed within 5–7 business days to the original payment method.
How to Request a Refund
Email or call us with your order/reference number, date, service taken, and a brief description. We may request supporting documents (e.g., payment proof, screenshots).
Need Help With a Refund?
Reach out with your reference number. We’re happy to assist.