Refund & Cancellation Policy

By using AXIALUP services, you agree to this Refund & Cancellation Policy. This policy applies to:

• LPG Cylinder Bookings (HPCL, Indane, Bharat Gas)
• BBPS Bill Payments (Electricity, Gas, Water, DTH, etc.)
• Mobile & DTH Recharges
• Other Payment Services offered through the Platform

Important: AXIALUP acts as a technology platform and payment intermediary. We facilitate transactions with third-party service providers (LPG distributors, BBPS operators, utility companies). Refund eligibility is determined by service provider policies, technical failures, and regulatory guidelines.

Refund eligibility depends on the type of service and failure scenario:

We have implemented an automated complaint tracking and resolution system with guaranteed timelines:

System Features:

• RBAC-protected complaint endpoints for security
• Real-time status tracking in your account dashboard
• SMS/Email/In-App notifications at every stage
• MongoDB-backed complaint database with audit trails
• Integration with Zoho SMTP for admin escalations

Eligible Refund Scenarios

• Booking Failure: Payment successful but booking not registered with distributor
• System Error: Technical glitch during transaction processing
• Duplicate Payment: Accidental double-charge for the same booking
• Distributor Rejection: Distributor unable to fulfill order due to stock/delivery issues
• Wrong Amount Charged: Incorrect cylinder price applied

Non-Eligible Refund Scenarios

• User Error: Wrong LPG Consumer ID entered by user
• Post-Booking Cancellation: User wants to cancel after successful booking confirmation
• Delivery Delays: Distributor delivery timeline issues (refund not applicable, complaint to distributor required)
• Change of Mind: User no longer wants the cylinder after booking

Refund Process

1. Raise complaint via AXIALUP app/website with transaction details
2. System assigns Complaint ID and initiates 4-Day SLA tracking
3. Investigation conducted with distributor and payment gateway
4. If unresolved by Day 4, automatic refund is processed
5. Refund credited to source account (UPI/Card/Bank) in 5-7 working days

Bharat Bill Payment System (BBPS) transactions are governed by NPCI guidelines and biller policies.

Refund Scenarios

• Payment Success but Not Credited: Amount deducted but biller did not receive payment
• Duplicate Payment: Same bill paid twice by mistake
• Overpayment: Amount paid exceeds bill amount due to technical error
• Transaction Timeout: Payment stuck in pending status for >24 hours

Non-Refundable Scenarios

• User Error: Wrong account number or biller selected
• Biller Disputes: Billing amount disputes must be resolved with utility company directly
• Successful Payments: Payment successfully credited to biller (no refund possible)

Processing Time: BBPS refunds require coordination with biller and BBPS operator. Typical timeline: 7-10 working days.

Mobile & DTH Recharges are final and non-refundable once successfully processed, as per telecom operator policies.

Eligible Refund Cases (Rare)

• Payment deducted but recharge not credited within 24 hours
• System error leading to duplicate recharge
• Wrong plan activated due to technical glitch (not user selection error)

Non-Refundable Cases

• Recharge done on wrong mobile number (user responsibility)
• Wrong plan selected by user
• Successful recharge completion (user changed mind)

Verification Required: Refund requests must include transaction ID, mobile number, recharge amount, and operator confirmation of non-receipt.

Common Gateway Failures

• Transaction Timeout: Payment stuck in "pending" status
• Double Deduction: Amount charged twice for single transaction
• Failed Transaction with Deduction: Payment failed on our end but bank debited amount
• Gateway Downtime: Payment gateway unavailable during transaction

Auto-Reversal Mechanism

Most payment gateway failures trigger automatic reversals by banks/UPI systems:

• Timeline: 5-7 working days from transaction date
• No Action Required: Banks automatically reverse failed transactions
• Manual Intervention: If auto-reversal doesn't occur, raise complaint with transaction details

Refund Mode: All refunds are processed to the original payment source (source refund policy):

UTR (Unique Transaction Reference): Once refund is initiated, you will receive a UTR number via SMS/Email as proof of refund processing.

Instant Refund (Select Cases)

For eligible complaints under our 4-Day SLA system, we process instant refunds (credited within hours) in the following scenarios:

• Confirmed technical failure on AXIALUP platform
• Duplicate payment due to system glitch
• High-priority cases flagged by support team

To ensure smooth transactions and avoid refund disputes, users must:

• Verify Details: Double-check LPG ID, mobile number, account number, bill amount before payment
• Save Transaction Records: Keep screenshots, transaction IDs, SMS confirmations for reference
• Report Immediately: Raise complaints within 7 days of transaction for faster resolution
• Provide Accurate Information: Submit correct details during complaint registration
• Check Spam/Notifications: Monitor email, SMS, in-app notifications for updates
• Avoid Duplicate Complaints: Do not raise multiple complaints for same issue (creates processing delays)

Chargebacks: If you initiate a chargeback with your bank/card issuer without contacting us first:

• Your AXIALUP account may be suspended pending investigation
• We will submit transaction proof (booking confirmation, payment receipt, UTR) to your bank
• Chargeback fees may be recovered from you if claim is found invalid
• Repeated chargebacks may result in permanent account termination

Recommended Approach:

1. Raise complaint on AXIALUP platform first
2. Wait for 4-Day SLA auto-refund or resolution
3. Escalate to Grievance Officer if needed
4. Only initiate chargeback as last resort after exhausting internal complaints

AXIALUP maintains zero tolerance for fraudulent refund requests. The following actions constitute fraud:

• Filing false complaints claiming payment failure when service was received
• Submitting fake transaction screenshots or manipulated receipts
• Claiming "wrong number" recharge when number is correct
• Initiating chargebacks for successfully completed transactions
• Coordinating with others to file bulk false complaints

Consequences:

• Immediate account suspension
• Legal action under IT Act 2000 and IPC sections on fraud
• Recovery of fraudulent refund amount + penalties
• Reporting to law enforcement and cybercrime authorities

We maintain detailed audit logs, payment gateway records, and distributor confirmations to verify all refund claims.

AXIALUP is not liable for refunds or cancellations due to:

• Government regulations, lockdowns, or policy changes affecting LPG/utility services
• Natural disasters, pandemics, or force majeure events
• Internet/network outages beyond our control
• Third-party service provider failures (distributors, BBPS operators, telecom companies)
• Bank/payment gateway downtime or technical issues

In such cases, we will coordinate with service providers to resolve issues but cannot guarantee refunds or compensation.

To file a refund/cancellation complaint:

Step 1: Online Complaint Portal

• Login to your AXIALUP account
• Go to "My Transactions" → Select transaction → Click "Raise Complaint"
• Fill complaint form with details (Transaction ID, Amount, Issue Description)
• Upload supporting documents (screenshots, bank statement)
• Submit and note your Complaint ID

Step 2: Email Support

Email: support@axialup.in

Subject: "Refund Request - [Transaction ID]"

Include: Name, Mobile, Transaction ID, Payment Amount, Issue Details

Step 3: Grievance Escalation

If not resolved via support, escalate to:

For Consumer Disputes: You may also approach Consumer Forums under Consumer Protection Act, 2019 if internal grievance redressal is unsatisfactory.

AXIALUP reserves the right to modify this Refund & Cancellation Policy to reflect:

• Changes in service provider (distributor/BBPS/telecom) refund policies
• Regulatory updates (RBI, NPCI, TRAI guidelines)
• Platform feature enhancements or system upgrades

Notification: Material changes will be communicated via email, SMS, or in-app notification. Continued use of AXIALUP services after policy updates constitutes acceptance.

Effective Date: May 04, 2026