Refund & Cancellation Policy

This policy explains how refunds and cancellations are handled on Goter Pay, operated by Goter Web Private Limited.

1. Failed transactions

If a recharge or bill payment fails but the amount has been debited, the amount is automatically refunded to your Goter Pay wallet, usually instantly and in most cases within a few minutes. If the payment was made through a payment gateway and the service failed, the paid amount is refunded to your wallet.

2. Pending transactions

Some transactions may temporarily show as “pending” while awaiting confirmation from the operator or biller. These are usually resolved automatically. If a pending transaction is later marked failed, the amount is refunded to your wallet.

3. Successful transactions

A recharge or bill payment that is successfully delivered to the correct number/consumer account cannot be cancelled or refunded, as the service has already been rendered by the operator or biller.

4. Incorrect details entered by the user

Please double-check the mobile number, operator, consumer number and amount before confirming. Transactions completed successfully to a wrong but valid number/account entered by you are generally not refundable, as they are processed by third-party operators. We will make reasonable efforts to assist but cannot guarantee recovery.

5. Wallet balance refunds

Unused wallet balance that was added via a payment gateway may be refunded to the original payment source on request, subject to verification, applicable KYC and deduction of any gateway charges. Cashback or promotional credits are non-refundable and non-withdrawable.

6. Refund timelines

• Wallet refunds for failed services: typically instant to a few minutes.
• Refunds to bank/original payment source: normally 5–7 working days, depending on your bank and payment partner.

7. Raising a dispute

If you believe a successful transaction was not delivered, you can raise a dispute from the transaction details screen in the app, or contact our support team with the transaction ID. We will investigate with the operator/biller and update you.

8. Contact

Last updated: July 14, 2026