Our Policies

1. Information We Collect
We collect information you provide directly, such as your name, mobile number, email address, payment details, and transaction history. We also collect device information, IP address, and usage data to improve our services.

2. How We Use Your Information
We use your data to process transactions, send confirmations, personalise your experience, provide customer support, and prevent fraud. We never sell your personal data to third parties.

3. Data Security
We implement industry-standard encryption, secure servers, and regular security audits to protect your information. Access is restricted to authorised personnel only.

4. Sharing of Information
We share data only with trusted third-party service providers (e.g., payment gateways, telecom operators) to fulfil your requests. They are bound by confidentiality agreements.

5. Your Rights
You can request access, correction, or deletion of your personal data at any time. Contact us at help@grabpaisa.com.

6. Cookies
We use cookies to enhance user experience and analyse site traffic. You can manage cookie preferences in your browser settings.

7. Changes to This Policy
We may update this policy from time to time. We'll notify you of significant changes via email or in-app notification.

1. Recharge & Bill Payments
Once a recharge or bill payment is successfully processed, it cannot be cancelled or refunded. Please double-check the details before confirming.

2. Failed Transactions
In case of a transaction failure due to technical issues, the amount will be automatically refunded to your source account within 3-5 business days. If not, contact us with the transaction ID.

3. Duplicate Payments
If you are charged twice for the same transaction, we will investigate and refund the duplicate amount within 7 business days.

4. Wallet Refunds
Refunds to your GrabPaisa wallet are processed instantly. Wallet balances can be used for future transactions or transferred to your bank account upon request.

5. Cancellation Requests
For prepaid recharges, cancellation is only possible if the service provider has not yet activated the plan. Contact us immediately – we'll try to assist, but we cannot guarantee cancellation.

6. How to Request a Refund
Email us at help@grabpaisa.com with your registered mobile number, transaction ID, and reason. Our team will respond within 24-48 hours.

7. Dispute Resolution
If you're unsatisfied with our refund decision, you may escalate to our grievance officer at the same email address. We'll resolve the issue promptly.