Refund / Payment Dispute Handling Process

 

TrustPaisa acts purely as a Lending Service Provider (LSP) facilitating loan origination and servicing on behalf of its partnered Regulated Entities (“REs”) (i.e., NBFCs). All payments are made by users directly to, or are collected on behalf of, the respective REs in accordance with applicable regulatory guidelines.

 

In certain scenarios, such as duplicate payments, failed transactions, or excess payments (including cases of auto-debit and manual payments), users may raise a request for a refund or adjustment.

 

Please note:

• All refunds are subject to the respective RE’s policies, the applicable loan agreement, and approval from the RE.

• TrustPaisa does not have any independent decision-making authority regarding refunds and acts only as a facilitator in coordinating such requests with the RE.

• Any approved refunds may be processed as a reversal or adjusted against the borrower’s outstanding loan/credit line, in accordance with the RE’s terms.

• Timelines for processing refunds/reversals shall be in line with the RE’s policy and/or applicable NPCI/UPI guidelines.

• TrustPaisa shall not be liable for delays arising from the RE, banking partners, or payment system operators.

 

Users may raise queries or disputes through our customer support channels via call or email at help@trustpaisa.com. If the issue remains unresolved, users may escalate the matter in accordance with the grievance redressal mechanism of the respective RE.

Thanvir Bros. Private Limited - https://thanvirbros.in/refund-and-loan-cancellation/

Sonu Marketing Private Limited (BrahmaFinance) - https://brahmafinance.in/refund-cancellation