Refund Policy

1. Important Clarification — Role of NxtBills

NxtBills is a payment facilitation platform. It is not a biller and does not generate invoices or billing demands. All bills and recharge amounts are determined entirely by the respective billers or service providers. Accordingly:

• Refunds for overbilling, incorrect dues, or disputed service charges must be sought directly from the concerned biller
• NxtBills can only process refunds for amounts debited from a user's payment instrument through the NxtBills platform where the transaction has failed, not been delivered, or been duplicated due to a platform-side error

2. Circumstances Under Which Refunds Are Applicable

A refund through NxtBills will be processed in the following specific situations:

• Transaction Failure with Debit: The user's account was debited but the payment was not confirmed as successful by the BBPS system, and the amount has not been automatically reversed within the standard TAT
• Duplicate Transaction: The same bill or recharge was paid twice within a short time window due to a platform or network error — not due to deliberate user action
• Technical Error Resulting in Non-Delivery: A recharge or bill payment was debited but not delivered to the biller or service provider due to a verified technical fault on the NxtBills or BBPS end

3. Non-Refundable Situations

Refunds will not be processed in the following circumstances:

• Successful transactions where the service has been delivered by the biller — including recharges activated, bills cleared, or FASTag wallets credited
• Transactions where incorrect biller details, mobile numbers, account numbers, or vehicle registration numbers were provided by the user
• Disputes regarding biller-generated invoice amounts, service charges, or late fees — these must be resolved directly with the biller
• Convenience fees charged on completed and successfully delivered transactions
• Recharges or bill payments where the biller has confirmed receipt and settlement

4. Automatic Reversal for Failed Transactions

In accordance with BBPS dispute resolution guidelines and RBI turnaround time (TAT) norms, NxtBills will initiate an automatic refund for failed transactions where the debit has occurred but the payment has not been confirmed. Timelines are as follows:

• Automatic reversal initiated: within 5 business days of the failed transaction
• Credit to source account: within 7 to 10 business days, subject to the processing timelines of the user's bank or payment instrument issuer

5. How to Raise a Refund Request

For transactions not automatically reversed within the above timelines, users may raise a formal refund request by writing to account@nxtbills.com with the subject line “Refund Request — NxtBills”. The request must include:

• Registered mobile number and email address
• BBPS Transaction Reference Number or NxtBills Order ID
• Date, amount, and nature of the transaction
• Screenshot of the debit from your bank account or payment instrument
• A clear description of the issue

Incomplete requests may not be processed. We may request additional documentation for verification.

6. Resolution Timeline

Refund requests will be acknowledged within 24 hours of receipt. A decision will be communicated within 7 working days. Approved refunds will be credited to the original source account within 10 to 14 business days thereafter, subject to bank processing timelines.

7. BBPS Dispute Resolution

All disputes related to BBPS transactions are subject to the centralised complaint and dispute management framework administered by NBBL. NxtBills will cooperate fully with NBBL's dispute resolution processes and will provide all required transaction data to support timely resolution.

8. Policy Updates

We reserve the right to amend this Refund Policy at any time. Updates will be communicated through the platform. Continued use of NxtBills following such changes constitutes your acceptance of the revised policy.