Four Distinct Payment Categories:
To maintain total transparency and legal clarity, transactions on the SMB UPI platform fall into four distinct operational categories, each governed by specific terms and refund rules set forth below.
Category A: Customer Payments for Merchant Goods & Services
SMB UPI (smbupi.com) operates purely as a software-as-a-service (SaaS) provider for payment notification monitoring, verification APIs, and automated reconciliation. All underlying customer payments made via UPI QR, Intent, or Net Banking are settled directly and instantly into the connected Merchant's own bank account or payment provider account.
Sole Merchant Responsibility for Customer Refunds:
Because SMB UPI does not hold, pool, escrow, or settle customer funds, SMB UPI cannot issue refunds, reverse UPI transfers, or adjudicate merchandise disputes for end-customers. Any refund request, product return, order cancellation, or chargeback dispute must be submitted directly to the merchant from whom the goods or services were purchased. The merchant assumes full commercial, legal, and operational responsibility for resolving customer requests.
Category B: SMB UPI Subscription Fees & Software Plans
Merchants pay recurring or upfront subscription fees directly to SMB UPI for software access, API keys, dashboard analytics, SoundBox notifications, and priority routing slots:
- Instant Resource Allocation: Server bandwidth, dedicated database routing slots, and API throughput limits are provisioned instantaneously upon payment confirmation. Therefore, all subscription plan purchases (Starter, Business, Growth, Unlimited, or Lifetime) are strictly non-refundable once activated.
- No Prorated Refunds: We do not offer satisfaction guarantees, pro-rated refunds, or credits for unused days or quotas in a billing cycle.
- Cancellation: Merchants may cancel auto-renewal at any time from their Merchant Dashboard. Upon cancellation, access remains active until the end of the current paid billing period without refund.
Category C: SMB UPI KYC Verification Service Fee (₹14.99 Non-Refundable)
When initiating identity verification (including DigiLocker Aadhaar eKYC), a one-time SMB UPI KYC Verification Service Fee of ₹14.99 is debited upfront from the merchant's wallet balance before generating the verification session.
- Nature of the Fee: The ₹14.99 fee is SMB UPI's own commercial service fee for processing identity verification, facilitating document checks, and maintaining verification infrastructure. It is not a statutory government fee or a fee collected by the Government of India or UIDAI.
- Strictly Non-Refundable Once Initiated: The ₹14.99 fee is completely non-refundable once the verification workflow is initiated, regardless of whether verification succeeds, fails, is canceled, or times out.
Category D: SMB UPI Internal Prepaid Service Wallet Credits
Merchants may add funds to their internal SMB UPI wallet balance to pay for internal platform services, including subscription renewals, API usage, KYC verification fees, SoundBox add-ons, and payment themes.
CLOSED-SYSTEM SERVICE CREDITS (STRICTLY NON-WITHDRAWABLE):
Funds added by a merchant to their platform wallet ("Add Fund") represent prepaid commercial service credits intended exclusively for internal platform purchases. Wallet balances cannot be withdrawn to a bank account, transferred to third parties, cashed out, or refunded, except where required by law. Wallet credits remain valid for internal consumption within the platform.
Failed Customer UPI Payments & Banking Network Timeouts
In instances where an end-customer's bank account was debited during a UPI transaction but the transaction timed out or failed to reach the merchant's account:
- Automated Bank Reversals: In accordance with NPCI / RBI UPI guidelines (T+1 / T+2 turnaround), debited funds from failed or timed-out transactions are automatically credited back to the customer's source bank account by their issuing bank within 24 to 48 hours.
- Manual UTR Validation: If a customer made a successful payment but the order status did not update automatically, the customer or merchant can submit the 12-digit Bank UTR reference number on the payment page for automatic verification.
6. Support & Dispute Desk
For any billing inquiries, invoice clarifications, or technical transaction verification support, please reach out to our dedicated operations desk:
Operations & Grievance Desk: SMB UPI