Last updated: 5 October 2026
1. Scope
This policy explains how to raise a concern about a transaction associated with your enabled HeliusPay account. This corporate website does not collect payments. Transaction-specific terms, the verified payment status and applicable bank, network or provider requirements determine the resolution of a service transaction.
2. When to contact us
- A payment appears failed or pending but your account was debited.
- The same payment appears to have been debited more than once.
- A wallet load, payout or transaction entry appears incorrect.
- The amount, status or reference shown does not match your records.
- You suspect an unauthorized transaction or an incorrect credit.
Report the issue promptly. Avoid repeating a payment while its status is unclear; contact support to help establish the original status.
3. Details needed for review
Email info@heliuspaytechnologies.in or call +91 85006 69263 with your registered account or business contact, transaction/request ID, bank reference or UTR where available, transaction date, amount and a description of the issue.
If you provide a statement or screenshot, hide unrelated transactions and unnecessary personal details. Do not include passwords, OTPs, card security codes, Aadhaar numbers or biometric information.
4. Verification and resolution
The transaction record and relevant provider status need to be checked before a refund or reversal can be confirmed. A pending status alone does not establish that a transaction failed. A submitted support request does not mean a refund has been approved.
A successful completed transaction may require investigation with the receiving bank, beneficiary or service provider. A refund cannot be assumed simply because a cancellation was requested.
If an incorrect or duplicate wallet credit is verified, a correcting entry or reversal may be needed. The adjustment should refer to the original transaction so that the account record remains understandable.
5. Refund destination, fees and timelines
The available refund route, amount and applicable fee treatment will be explained after verification. Where supported, a refund is returned through the original payment route or the account specified by the applicable service process. Do not send additional funds to an unverified account in response to a refund request.
Processing time depends on the transaction type and the bank, payment network or provider involved. Applicable timelines and any further information needed will be communicated for the case. This policy does not replace mandatory reversal or compensation requirements that apply to a particular service.
6. Escalation
If you need an update, reply to the original support conversation with the transaction reference. If the matter remains unresolved, follow the process on our Grievance Officer page and include the earlier correspondence.
7. Upcoming services
AEPS and BBPS are upcoming offerings. Service-specific refund, reversal and complaint information will be provided when those services are approved, enabled and available.
Other services in the planned catalogue, including recharges, subscriptions and travel bookings, may have category-specific cancellation and refund terms. These will be provided when the relevant service is enabled.