Cancellation & Refund Policy

1. Understanding nPe Transactions

nPe operates as a closed-loop prepaid payment platform. There are two distinct types of financial events on the platform:

• Gift Card Purchase — A real money payment made by you (via UPI, debit, or credit card) to load NPE Gift Card balance into your nPe account.
• In-Store Transaction — The use of your NPE Gift Card balance to pay a merchant at a partner store. No real money moves at this point — only NPE Gift Card balance are transferred within the nPe system.

This distinction is important because it determines what kind of refund or cancellation is possible. Since nPe is a purely in-store platform with no delivery component, the usual e-commerce return window does not apply in the same way.

2. Gift Card Purchase — Cancellation

2.1 Before NPE Gift Card balance Are Loaded

If a payment has been initiated for an NPE Gift Card but the NPE Gift Card balance have not yet appeared in your account due to a technical issue or payment gateway delay, the transaction will be automatically reversed within 5–7 business days by the payment processor. You do not need to raise a separate request for this.

2.2 After NPE Gift Card balance Are Loaded

Once NPE Gift Card balance have been successfully loaded into your nPe account, the gift card purchase cannot be cancelled. NPE Gift Card balance are ready to use and the transaction is considered complete.

3. In-Store Transaction — Cancellation

3.1 Before Confirmation

Before you tap "Pay Now" in the app, no transaction has occurred. You may exit the payment screen at any time without any charges being made. NPE Gift Card balance are only deducted upon your explicit confirmation.

3.2 After Confirmation

Once you confirm a payment, the transaction is final and NPE Gift Card balance are immediately deducted from your account and transferred to the merchant. In-store transactions cannot be cancelled after confirmation because:

• You are physically present at the store at the time of purchase
• Goods are handed over to you at the time of the transaction
• There is no delivery period during which a cancellation would be logistically possible

If you have a dispute about the goods received (wrong product, defective item, quantity mismatch), please refer to Section 5 of this policy.

4. Refund Eligibility

The following situations may be eligible for a refund of NPE Gift Card balance or original payment:

• Failed payment: You paid for a Gift Card but NPE Gift Card balance were not loaded into your account
• Duplicate charge: You were charged twice for the same gift card purchase due to a technical error
• Account closure: You close your nPe account and have unused NPE Gift Card balance (subject to the conditions in Section 7)
• Merchant dispute resolution: A dispute raised against a merchant is resolved in your favour by nPe (see Section 5)

The following situations are not eligible for a refund:

• Completed and confirmed in-store transactions where goods were received
• Gift card purchases where NPE Gift Card balance are successfully loaded (change of mind)
• Loyalty points or reward credits — these have no cash value and cannot be refunded
• Credits spent at a merchant where a dispute was not raised within the stipulated time
• Transactions on accounts suspended due to policy violations

5. Product Disputes with Merchants

5.1 When to Raise a Dispute

If you received a product that was significantly different from what was listed, defective, or of incorrect quantity, you may raise a dispute against the merchant. Disputes must be raised within 24 hours of the transaction by contacting nPe at [email protected].

5.2 Dispute Process

nPe will investigate disputes by contacting both the customer and the relevant merchant. We will aim to resolve disputes within 7 business days. Please note:

• nPe acts as an intermediary in disputes — we are a payment platform, not a seller
• The decision on the dispute will be made based on evidence provided by both parties
• If resolved in your favour, NPE Gift Card balance equivalent to the disputed amount will be reinstated to your nPe account
• nPe does not guarantee a refund in all dispute cases — each case is reviewed on its merits

5.3 What is Not a Valid Dispute

The following are not considered valid grounds for a dispute:

• Change of mind after purchase
• Dissatisfaction with a product that was accurately described and of acceptable quality
• Price disagreement for a product that was clearly priced at the time of purchase

6. Failed or Duplicate Payments

If your payment for an NPE Gift Card fails (i.e., your bank or UPI account is debited but NPE Gift Card balance do not appear in your nPe account), please follow these steps:

1. Wait 30 minutesPayment processing can sometimes be delayed. Most pending transactions resolve automatically within 30 minutes.
2. Check your transaction history in the appIf the NPE Gift Card balance appear in your history, the transaction was successful.
3. Email us at [email protected]If NPE Gift Card balance have not appeared after 30 minutes, email us with your registered mobile number, the transaction amount, and a screenshot of the bank deduction.
4. We will investigate within 2 business daysIf the payment was debited but NPE Gift Card balance were not loaded, we will reinstate NPE Gift Card balance or initiate a refund to your original payment method within 5–7 business days.

7. Account Closure & Unused Credits

If you choose to close your nPe account and you have unused NPE Gift Card balance remaining, you may request a refund of the NPE Gift Card balance to your original payment method, subject to the following conditions:

• The account must be in good standing (not suspended for policy violations)
• The account must have been active for at least 30 days from the date of the last gift card purchase
• A minimum refundable balance of ₹100 in NPE Gift Card balance must exist
• The refund will be processed to the bank account or UPI ID on file — you may be asked to provide verification
• A processing fee of up to 5% of the NPE Gift Card balance may apply to cover payment gateway costs

To initiate account closure and credit refund, email us at [email protected] with the subject "Account Closure Request – [Your Registered Number]".

8. How to Raise a Refund Request

To raise any refund or dispute request, contact us with the following information:

1. Your registered mobile number or emailThis helps us identify your account quickly.
2. Nature of the issueClearly state whether it's a failed payment, duplicate charge, product dispute, or account closure request.
3. Transaction detailsInclude the date, time, amount, and store name (if applicable).
4. Supporting evidenceAttach a screenshot of the bank deduction, app transaction screen, or any other relevant evidence.

Email all refund requests to: [email protected] with the subject line "Refund Request – [Issue Type]".

9. Refund Timeline

• Failed payment (Credits not loaded): NPE Gift Card balance reinstated or refund initiated within 5–7 business days of confirmation
• Duplicate charge: Refund to original payment method within 5–7 business days
• Merchant dispute (resolved in user's favour): NPE Gift Card balance reinstated within 3 business days of resolution
• Account closure & unused NPE Gift Card balance: Refund initiated within 10 business days of verification
• Bank processing: Once a refund is initiated by nPe, it may take an additional 3–5 business days to reflect in your bank account depending on your bank

10. Contact Us

For all cancellation, refund, and dispute-related queries:

• Email: [email protected]
• Subject: "Refund Request" / "Dispute" / "Account Closure"
• Response time: Within 2 business days for acknowledgement