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What happens when a transaction fails, a booking is cancelled, or money needs to come back to your wallet.
Money that does not reach where it was meant to go comes back. The time it takes depends on who is holding it, which is why the timelines below differ by service.
Refunds are credited to the Dhangro wallet the transaction was paid from. They are not paid in cash and not sent directly to a customer's account by us. Once the amount is in your wallet, you return it to the customer at your counter.
A transaction that fails outright is reversed automatically. A transaction that is left pending is tracked until the partner confirms the outcome, and is then either completed or reversed.
You do not need to raise a request for an automatic reversal. If an amount has not returned within the window above, raise a ticket with the transaction reference.
Train, bus and air tickets are refunded under the rules of the railway, the operator or the airline, not ours. Their cancellation charge is deducted and the balance is credited back to your wallet.
Timelines are set by the same parties. Rail refunds are typically credited within a few working days, airline refunds can take longer, and an operator cancelling a service usually refunds faster than a passenger cancelling.
Your own service charge to the customer is a matter between you and them. We do not refund it and we do not deduct it.
A new policy can usually be cancelled within the free look period set by the insurer, commonly fifteen days from receipt of the policy document. The insurer refunds the premium after deducting proportionate risk cover and any medical or stamp charges.
Once the free look period has passed, cancellation and refund follow the terms of the policy itself. Commission already credited on a cancelled policy is recovered from the wallet.
Fees for PAN applications, return filing and similar services are paid to the issuing agency and are generally not refundable once the application has been submitted, including where an application is rejected for a document mismatch.
Where an application fails before submission and the fee has been deducted, the amount is reversed to your wallet in the normal way.
You can request a payout of your wallet balance to your registered bank account at any time. Requests on a working day are usually transferred within a few hours, and any amount held against a pending or disputed transaction is released once that transaction is settled.
A biometric scanner or micro ATM that arrives damaged or does not work is replaced at no cost, provided you report it within seven days of delivery. Devices that have been used and are working are not returnable, as they are registered to your account.
Raise a ticket from your panel or call support with the transaction reference number and the date. Keep the customer's receipt available, as the reference on it is what a partner will trace.
For any refund question, write to support@dhangro.com with the transaction reference, or call +91 94581 82621 during working hours. Postal address: Lakshya Tax Consultancy Services India Pvt Ltd, 81 Min, Nainital Road, Mundia Pistaur, Bazpur, Udham Singh Nagar, Uttarakhand 262401.