NEOWAY Technologies Private Limited (the "Company") operates the LinePe platform which provides invoice upload rewards and bill payment services via the Bharat Connect (BBPS) network. This refund policy explains how refunds are handled for various scenarios.
Bill Payment Refunds (via BBPS)
Successful Transactions
- Once a bill payment is successfully processed through the Bharat Connect (BBPS) network, it cannot be cancelled or reversed.
- The payment is considered complete when you receive a BBPS Transaction Reference ID.
- For any issues after successful payment, please contact the biller directly or raise a complaint through our grievance mechanism.
Failed Transactions
- In case of a failed transaction where the amount has been debited from your account, the refund will be automatically initiated within 2-3 business days.
- The cash portion will be credited back to the original payment source (bank account, card, or wallet).
- Reward points used in the failed transaction will be restored to your LinePe wallet immediately.
- A unique Transaction Reference ID is provided for every transaction which can be used for tracking and dispute resolution.
Reward Points Policy
Points for Failed/Reversed Transactions
- If a bill payment fails and reward points were used, the points will be automatically restored to your account.
- Restored points will reflect in your wallet within a few minutes of the failure detection.
Receipt Rejection
- If an uploaded receipt is rejected during verification, no reward points are deducted as no points were credited.
- You may re-upload a clearer image or a different valid receipt.
- Reward points once credited for a verified receipt cannot be reversed unless fraudulent activity is detected.
Points Are Non-Refundable
- Reward points have no cash value and cannot be exchanged for cash.
- Points can only be used to reduce the payable amount during BBPS bill payments.
- Expired or forfeited points cannot be refunded or restored.
Payment Method Specific Policies
UPI Transactions
- UPI transactions cannot be cancelled after initiation.
- If you entered an incorrect VPA ID, the Company is not liable.
- For delayed UPI transactions, please contact support after a 30-minute cool period.
Debit/Credit Card Transactions
- For any issues with card transactions, report to us via email at hello@neoway.in
- Refunds will be processed after transaction validation.
Refund Timeline
| Payment Mode |
Cash Refund Timeline |
Points Restoration |
| UPI |
Instant to 2 business days |
Immediate |
| Debit Card |
5-7 business days |
Immediate |
| Credit Card |
5-7 business days |
Immediate |
| Net Banking |
3-5 business days |
Immediate |
| Wallet |
Instant to 1 business day |
Immediate |
How to Request a Refund
- Contact our support team at hello@neoway.in or call +91-7488019567
- Provide your Transaction Reference ID / BBPS Reference Number
- Share the date, time, and amount of the transaction
- Mention if reward points were used and the points amount
- Describe the issue briefly
- Our team will verify the transaction and initiate the refund if applicable
Note: For any unresolved refund-related complaints, you may escalate through our Grievance Redressal mechanism. As per BBPS guidelines, all complaints will be resolved within the stipulated turnaround time.
Contact for Refund Queries
NEOWAY Technologies Private Limited
Email: hello@neoway.in
Phone: +91-7488019567
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM
