Refund & Cancellation Policy

1. Overview

At 2Kadam, we strive to ensure that every transaction processed through our portal is successful. However, technical issues involving third-party banks, NPCI, or telecom operators can sometimes cause transaction failures. This policy governs how refunds are handled for such scenarios.

2. Failed Transactions (DMT, Recharges, Bill Payments)

If a transaction fails but the amount is deducted from your 2Kadam retailer wallet:

• The deducted amount is generally auto-refunded to your wallet within 2 to 4 business hours.
• If the status shows "Pending" or "Processing" at the operator's end, you must wait for the final status (Success or Fail) which may take up to 24-48 working hours. Refunds will only be processed upon a "Failed" status confirmation from the operator/bank.

3. AEPS Exceptions

For AEPS cash withdrawals, if the customer's bank account is debited but the transaction fails on the portal, the amount is NOT credited to our system. As per RBI guidelines, the customer's bank will auto-reverse the debited amount to the customer's account within 3 to 7 working days (T+5 TAT). Retailers are advised not to hand over cash in such failed scenarios.

4. Incorrect Details Entered by Retailer

2Kadam is not responsible for successful transactions made to wrong account numbers, incorrect mobile numbers, or wrong biller details entered by the retailer. Once a transaction is successfully processed by the bank or operator, it cannot be canceled, reversed, or refunded.

5. Wallet Top-up & Fund Requests

If you transfer funds to official bank accounts for wallet top-up, and the funds are not updated in your wallet within the standard timeframe, please raise a support ticket with your transaction reference number (UTR). Verified amounts will be credited manually. Cash deposited directly into our bank without prior approval is strictly prohibited and non-refundable.