Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all users (“User”, “you”) of the Platform operated by PENEX SERVICES PVT LTD (“Company”, “we”, “us”, “our”) and must be read in conjunction with our Terms & Conditions and Privacy Policy.

By using the Platform, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.

1. ABOUT THE COMPANY

PENEX SERVICES PVT LTD is a technology-driven service facilitation platform providing access to digital services such as Mobile Recharge, DTH Recharge, and BBPS bill payments through authorized third-party service providers.

The Company operates on a fully online and automated model, supported by a dedicated customer support and compliance framework.

2. GENERAL REFUND POLICY

All transactions initiated on the Platform are processed through authorized third-party payment gateways, banks, and service providers.
Once a transaction is successfully processed and confirmed by the service provider, it is considered final.
The Company does not independently control telecom operators, billers, banks, or BBPS systems and therefore cannot reverse completed services on its own.
Users are advised to verify all transaction details carefully before proceeding.

3. NO CANCELLATION AFTER INITIATION

Transactions once initiated cannot be cancelled by the user.
Requests for cancellation after initiation shall not be entertained.

4. FAILED OR PENDING TRANSACTIONS

Failed Transactions

If a transaction fails and the corresponding confirmation is received from the payment gateway or service provider, the refund (if applicable) shall be automatically processed back to the original source account.
Refund timelines typically range from 1 to 7 working days, depending on the bank or payment gateway.

Pending Transactions

Pending transactions are reconciled as per service type:

Mobile Recharge: Near real-time
BBPS Services: Up to T+2 working days

Final status is determined by the service provider.

5. SERVICE NOT DELIVERED AFTER PAYMENT SUCCESS

If a payment is marked as successful but the service is not delivered:

The User must raise a complaint by emailing support@penex.in
The complaint should include:
- Transaction amount
- Transaction date
- Order / Reference number
- Registered mobile number or email ID

The Company shall coordinate with the respective service provider and payment gateway to investigate the issue.

If it is confirmed that the amount was debited and the service was not delivered, then the refund shall be processed as per the service provider’s settlement and reconciliation outcome.

6. REFUND MODE & DEDUCTIONS

Refunds, where applicable, shall be processed only through the original mode of payment.
Applicable payment gateway charges, bank charges, taxes, or statutory deductions may not be refundable, subject to third-party rules and applicable laws.

7. NON-REFUNDABLE ITEMS

The following amounts are non-refundable under all circumstances:

New user registration fees
One-time activation or setup fees
Charges for services already successfully delivered

8. LIMITATION OF LIABILITY

The Company’s liability, if any, is strictly limited to the amount actually received for the specific transaction.

The Company shall not be liable for:

Indirect or consequential losses
Operator-side failures
Network or technical issues beyond reasonable control

9. REGULATORY & COMPLIANCE OVERRIDE

Nothing in this policy shall override:
- Applicable laws of India
- Directions from banks, BBPS authorities, payment gateways, or regulatory bodies
- Court orders or statutory requirements
Refunds mandated by law or competent authority shall be processed accordingly.

10. POLICY UPDATES

PENEX SERVICES PVT LTD reserves the right to modify this Refund & Cancellation Policy at any time.
Updates will be posted on the Platform with a revised “Last Updated” date. Continued usage constitutes acceptance of the updated policy.

11. CONTACT INFORMATION

For refund-related queries or complaints: