At NXTGateway, we believe in fair and transparent processes. This Refund Policy outlines the conditions under which refunds are issued, aligned with RBI, NPCI, and industry standards. By using our services, you agree to the terms described below.

1. One-Time Activation Fee (Non-Refundable)

The one-time activation or registration fee collected at the time of onboarding is strictly non-refundable under any circumstances. This is standard practice across the fintech and payment industry, as initial onboarding and KYC verification incur operational costs. Even if the merchant does not continue using the platform, the activation fee will not be returned.

2. Refunds for Failed Transactions

Refunds are processed only for transactions officially marked as “Failed” by the biller, bank, or payment network.

  • If a transaction fails due to network error, bank decline, insufficient balance at the recipient’s end, or similar reasons, and it is marked “Failed” in our system, NXTGateway will issue a full refund.

  • Transactions that remain in a “processing” or “pending” state are not eligible for refund until they are officially classified as “Failed.”

  • Refunds are not provided for incorrect or incomplete input by the user (e.g., wrong account details, incorrect mobile number).

  • Once a transaction is marked “Successful,” it cannot be reversed or refunded — even if later disputed with the biller.

3. Refund Processing Timeline

When a transaction is confirmed as failed:

  • Refunds will be initiated within 48 hours of confirmation.

  • The refund amount will be 100% of the paid value, with no processing or handling fees deducted.

  • The amount will be credited to your original payment method within up to 15 business days, though in most cases it is much faster.

  • We adhere to RBI guidelines for payment reversals and strive to resolve such issues well within the regulatory turnaround times.

4. Mode of Refund

Refunds are issued by default to the original mode of payment used at the time of transaction (e.g., bank account, credit/debit card, UPI ID).

  • If technically feasible, you may request that the refund be credited to your NXTGateway Wallet (if applicable).

  • If the original source is unavailable (e.g., card expired, closed account), we will process the refund via alternate channels as per our discretion.

5. How to Request a Refund

If you believe your transaction has failed and qualifies for a refund:

  1. Log in to your NXTGateway dashboard (web or app).

  2. Go to the “Transactions” section.

  3. Select the failed transaction and click “Raise a Complaint” or “Dispute”.

  4. Provide required details such as transaction ID, payment reference, or customer number.

  5. Our support team will review and initiate the process as per this policy.

This mechanism complies with RBI’s Online Dispute Resolution (ODR) guidelines for payment platforms.

6. Exceptions and Disclaimers

❌ Incorrect User Input

Transactions submitted with incorrect information (wrong mobile number, account number, biller ID, etc.) will not be eligible for refunds. If a recharge or bill payment is processed to the wrong account due to user error, the transaction is treated as successful and cannot be reversed.

⏳ Stuck or Pending Transactions

If a transaction is stuck in a “pending” state, NXTGateway will continue to monitor it. Refunds are not issued automatically until the status is updated to “Failed” by the system or the biller. In case of prolonged pending status, we may escalate and notify you.

🌐 External Delays

While we strive to complete refunds quickly, external factors such as banking networks, holidays, or third-party technical issues may cause delays beyond our control. In such cases, we ensure that refunds are still completed within the RBI-mandated outer limit of 15 business days.

⚠️ Force Majeure or System-Level Issues

If delays occur due to technical failures at NPCI, RBI, banks, or billers, NXTGateway may require more time to complete your refund. We are not liable for delays caused by system-wide outages or regulatory slowdowns but will make every effort to complete your refund promptly.

7. Regulatory Compliance

This Refund Policy is fully aligned with:

  • RBI’s guidelines for Online Dispute Resolution (ODR)

  • NPCI’s BBPS procedural standards

  • Industry practices followed by regulated payment aggregators

We maintain transparent refund logs, offer accessible dispute filing mechanisms, and commit to resolving genuine failures fairly and quickly.

8. Contact Us

If you have questions about this Refund Policy or need help with a transaction:
📧 Email: info@nxtgateway.com
📞 Phone: +91-8874005656
📍 Address: Softelo India Pvt Ltd, Faizabad, Uttar Pradesh