Cancellation and Refund Policy

Cancellation of Non-Fixed Rate Orders (Orders where the rate isn’t fixed)

I. If you opt for a Non-Fixed Rate Order, you will need to confirm your eligibility to book a retail transaction. However, you are not required to make any deposit or full payment equivalent to the order total to lock in the transaction rates. The rates applied will be those displayed on the Website at the time of the actual transaction.

II. Non-Fixed Rate Orders can be canceled by either party via written request, provided the other party is notified at least 2 hours before the scheduled transaction time or before full payment is made. There are no charges for canceling a Non-Fixed Rate transaction.

III. Once the actual transaction has been executed, Non-Fixed Rate Orders cannot be canceled.

IV. If full payment has already been received, cancellation charges will apply to a Non-Fixed Rate Order.

Cancellation of Fixed Rate Orders

I. For a fixed-rate order, we offer users the option to lock in the live transaction rates displayed on the website. This means you will receive the exact same rate that is shown at the time of booking, provided the actual transaction is executed within three working days of your order confirmation.

II. Fixed-rate orders can be booked by either paying a fully refundable 5% rate guarantee deposit (nonadjustable) of the booked transaction value or by making the full payment upfront through the Pedhapay website, either when placing the order or after placing a Non-Fixed Rate order. The deposit can be paid via credit/debit card, net banking, QR code, or NEFT/RTGS, using our secure payment gateway.

III. If the order is not utilized within 3 working days (including the booking date), it will automatically be canceled, and the entire 5% deposit paid to Pedhapay.in will be forfeited.

IV. We may cancel fixed-rate orders if there is non-compliance with applicable laws, regulations, or guidelines, or if supporting documents required under RBI/FEMA or Anti-Money Laundering Guidelines are missing or invalid. In such cases, the 5% deposit will be forfeited to cover rate fluctuations and operational costs.

V. A 5% forfeiture of the order total will apply in the following cases where Pedhapay is unable to execute the order within 3 working days (including the order booking day):

• Trip is postponed or rescheduled.
• Any mandatory document is missing.
• Customer already possesses a card from the bank company issued by or via Pedhapay.
• The actual traveler is unavailable at the time of transaction execution.
• Forged or expired documents are received.
• Insufficient balance on the card or currency notes for encashment or card unload orders.
• Incorrect product selected at the time of booking.
• Full payment for the order is not made by the customer to the authorized dealer within 3 working days of booking the order.
• Incorrect or inaccurate information provided to Pedhapay, resulting in delay or cancellation of the order.

Refund Policy

1. Once the order is successfully completed on the Pedhapay portal for a rate-locked order processed within the validity period, we will refund 100% of the rate lock deposit. The refund will be processed through the same payment method used for the deposit.
2. In case of cancellation or failure to complete a fixed-rate order, the deposit may be partially refunded or fully forfeited, depending on the loss incurred by our affiliate money changer due to the cancellation
3. If a customer wishes to cancel the fixed-rate order, they must notify Pedhapay of their intent to forfeit the fixed-rate deposit. Pedhapay will not initiate the refund until the customer’s cancellation request is properly verified.
4. The deadline to request a partial refund for such orders is within 7 days. If the customer does not apply for the refund within this period, the rate lock deposit will be deemed cancelled by the customer.
5. The refund turnaround time* varies between 7 to 21 working days, depending on the payment method used for the order:
   • Net Banking: Up to 5-7 working days
   • Debit Card: Up to 10 working days
   • Credit Card: Up to 21 working days
   *The turnaround times mentioned above are based on standard banking practices and may vary depending on the bank or payment method used.

How can an order be cancelled?

Orders can be cancelled by calling our helpline at +91 8700004621. Alternatively, you can cancel the order by clicking the “Manage Your Order” button in the order confirmation email. After clicking the button, you will see the option to cancel the order.