Table of Contents
1 Overview
FF Recharge is a digital platform operated by FF Enterprise that provides mobile recharge, DTH recharge, and digital wallet services to users across India. This Refund Policy explains the circumstances under which refunds are issued, the methods used for processing refunds, and the timelines involved.
By using the FF Recharge app, you acknowledge and agree to the terms outlined in this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.
2 Automatic Refund for Failed Recharges
If a recharge transaction fails for any reason after the amount has been deducted from your FF Recharge wallet, the full amount is automatically refunded to your wallet. No manual refund request is needed.
A recharge may fail due to the following reasons:
- Operator Rejection: The telecom or DTH operator declines the recharge request.
- Network Issues: Connectivity problems between FF Recharge and the operator's systems prevent the recharge from being processed.
- Transaction Timeout: The recharge request times out due to delayed response from the operator.
- System Errors: Any technical error on the platform that prevents successful recharge completion.
Failed recharges are detected automatically. The refund is credited instantly to your FF Recharge wallet -- no action required from your side.
3 Processing / Pending Recharges
In some cases, a recharge may remain in "Processing" or "Pending" status for a period of time. This typically occurs when the telecom or DTH operator has not yet confirmed whether the recharge was successful or failed.
How We Handle Pending Recharges
- Auto-Status Check: Our system automatically checks the status of pending recharges with the operator at regular intervals.
- Auto-Refund on Failure: If the operator confirms that the recharge has failed, the amount is automatically refunded to your FF Recharge wallet.
- Manual Check: You can also check the current status of any pending recharge from the Transaction History section within the app.
If a recharge remains in "Processing" status for more than 24 hours, please contact our support team for assistance.
4 Wallet Add Money Refund
When you add money to your FF Recharge wallet using UPI, net banking, debit card, or credit card, the amount is typically credited to your wallet instantly. However, in rare cases, the following may occur:
- Money is deducted from your bank account or UPI but is not reflected in your FF Recharge wallet.
- The payment gateway confirms the transaction but the wallet credit fails due to a system error.
Resolution Process
In such cases, the amount is automatically reconciled and credited to your FF Recharge wallet within 24 to 48 hours. Our system periodically verifies pending wallet top-up transactions with the payment gateway and processes any missing credits.
If the amount is not credited to your wallet within 48 hours, please contact our support team at support@ffenterprise.in with your transaction ID, payment method, date, and amount.
5 Non-Refundable Transactions
The following transactions are not eligible for a refund under any circumstances:
- Successful Recharges: Once a recharge has been successfully processed and confirmed by the telecom or DTH operator, the transaction cannot be reversed or refunded. The amount has already been transferred to the operator.
- Wrong Number / Wrong Operator: If you enter an incorrect mobile number or select the wrong operator and the recharge is completed successfully, it is entirely the user's responsibility. FF Recharge cannot retrieve the amount from the operator.
- Wrong Plan Selection: If you select and confirm an incorrect plan and the recharge is processed successfully, no refund will be provided.
Always verify the mobile number, operator, and plan details before confirming a recharge. Successful recharges cannot be reversed.
6 Refund Method
All refunds processed by FF Recharge are credited exclusively to your FF Recharge wallet. We do not issue refunds to:
- Bank accounts
- UPI IDs
- Credit or debit cards
- Cash or any other external payment method
The refunded wallet balance can be used for any future recharge transaction (mobile or DTH) within the FF Recharge app. Wallet balances are non-transferable and cannot be withdrawn as cash.
Refund to wallet ensures instant credit and allows you to immediately use the balance for your next recharge without any waiting period.
7 Refund Timeline
The following table summarizes the expected refund timelines for different scenarios:
| Scenario | Refund Timeline | Method |
|---|---|---|
| Failed Recharge | Instant (Automatic) | FF Recharge Wallet |
| Failed Wallet Top-up | 24 - 48 Hours | FF Recharge Wallet |
| Disputed Transaction | 5 - 7 Business Days | FF Recharge Wallet |
Please note that the timelines above are estimates. In exceptional circumstances, processing may take slightly longer. You will be notified within the app once your refund has been credited.
8 How to Request a Refund
Automatic Refunds
For failed recharges and failed wallet top-ups, refunds are processed automatically. No action is required from your side. You will receive a notification in the app once the refund is credited to your wallet.
Manual Refund Request
If you believe you are entitled to a refund that has not been processed automatically, you can reach out to us through the following channels:
- In-App Chat Support: Open the FF Recharge app and navigate to the Help / Support section to start a live chat with our support team.
- Email: Send an email to support@ffenterprise.in with the following details:
When contacting support, please include: your registered mobile number, transaction ID, date of transaction, amount, and a brief description of the issue.
Our support team will review your request and respond within 24 to 48 hours.
9 Dispute Resolution
If you disagree with a refund decision or believe that a refund has been incorrectly processed, you have the right to raise a dispute.
How to Raise a Dispute
- Send an email to support@ffenterprise.in with the subject line "Refund Dispute" along with your transaction details, the reason for the dispute, and any supporting information.
- Our team will investigate the matter thoroughly and provide a resolution within 7 business days from the date the dispute is raised.
We are committed to resolving all disputes fairly and transparently. If the investigation determines that a refund is warranted, the amount will be credited to your FF Recharge wallet promptly.
10 Changes to This Policy
FF Enterprise reserves the right to modify, update, or replace this Refund Policy at any time. Changes will be effective immediately upon posting within the App or on our website.
We will make reasonable efforts to notify users of significant changes through in-app notifications or email. However, it is your responsibility to review this policy periodically. Continued use of the App after any changes constitutes your acceptance of the revised Refund Policy.
11 Contact Information
If you have any questions, concerns, or feedback regarding this Refund Policy or need assistance with a refund, please reach out to us: