1. Scope and checkout terms
This policy applies to purchases made directly through MeraOTP for prepaid OTP wallet credit and Payment Tools access. It does not govern an end customer's payment to your own UPI VPA; you are responsible for refunds, cancellations, fulfilment, disputes, and consumer obligations for those merchant transactions. This policy forms part of the Terms of Service.
Nothing in this policy limits a refund, cancellation, or consumer right that cannot lawfully be excluded.
2. Cancelling an access plan
OTP wallet credit has no recurring plan or renewal. Payment Tools is a separate fixed-duration product; unless activation identifies recurring renewal and you enable it, access expires at the end of its stated period.
You may stop using the Service or request account closure at any time, but that does not retroactively cancel an activated fixed-term plan or create a pro-rata refund. If recurring billing is offered and enabled, you may cancel future renewals before the next billing date through the available account control or by contacting support. Cancellation stops the next renewal and does not normally refund the current active term.
Plan expiry or cancellation does not erase outstanding charges, reverse OTP usage already consumed, or remove records that MeraOTP must retain for payment, tax, security, dispute, telecom, or legal purposes.
3. OTP usage credits
Usage credits are prepaid units applied to eligible OTP requests at the rate associated with your account or purchase. They are not a bank deposit, wallet redeemable for cash, electronic money, or transferable asset.
- Credits added correctly to the intended account are generally non-refundable.
- Credits cannot be sold, assigned, transferred between accounts, or withdrawn as cash unless MeraOTP expressly agrees in writing or applicable law requires it.
- Promotional, trial, bonus, restored, or goodwill credits have no cash value and are not refundable.
- An account suspension for prohibited conduct does not automatically entitle the Customer to a credit refund.
If MeraOTP permanently discontinues the paid Service for reasons unrelated to your breach and prevents use of a valid paid balance, we will determine an appropriate remedy for unused paid value, which may include migration, continued access for a reasonable period, service credit, or refund as required by law.
4. Items normally not refundable
Except for an eligible issue below or a mandatory legal right, we do not refund:
- an access plan after it has been activated and made available;
- correctly credited OTP usage purchases;
- messages already submitted to or processed by a delivery provider;
- unused time because you changed your mind, no longer need the Service, did not complete integration, failed verification, or did not use an active plan;
- loss of access caused by your breach, unlawful use, inaccurate verification details, compromised credentials, unsupported implementation, chargeback, or failure to meet DLT/operator requirements;
- promotional, trial, bonus, goodwill, or expired value;
- taxes or payment-provider/bank charges that have already been remitted or are not returned to MeraOTP; or
- delivery delay or failure caused by a recipient device, invalid or unreachable number, operator filtering, template/header rejection, DLT mismatch, congestion, or another factor outside MeraOTP's reasonable control.
5. Issues eligible for review
Contact support promptly if you believe any of the following occurred:
- Duplicate payment: the same intended purchase was charged more than once and only one item was required.
- Payment debited but order not fulfilled: your bank or payment provider confirms a completed charge, but the plan or credits were not added after a reasonable reconciliation period.
- Incorrect fulfilment: MeraOTP activated a materially different plan or credit amount from the confirmed order.
- Unauthorised transaction: a purchase was not authorised by the account holder or payment owner, subject to identity, account-security, bank, and provider investigation.
- Material MeraOTP error: a reproducible defect attributable to MeraOTP prevented use of the purchased Service and we could not restore access or provide a reasonable alternative.
- Legal requirement: applicable law requires a refund or other remedy.
A review does not guarantee approval. We may first correct the fulfilment, restore access, reverse a duplicate ledger entry, or provide service credit where that fully resolves the issue and the law permits.
6. Failed or undelivered OTP requests
Message delivery status may move through multiple states and an initial accepted or pending response is not a final delivery confirmation. Where the MeraOTP billing system identifies an eligible failed request that was charged and supports automated reversal for that route, the applicable usage charge may be returned to the account credit balance.
A credit reversal is not a cash refund. Some attempts can remain chargeable because the upstream provider processed the request even if the handset did not display the OTP. Provider status, finality windows, route rules, and the cause of failure determine eligibility.
If you believe a final status was charged incorrectly, send the MeraOTP transaction or delivery reference to support. Do not include the OTP, API key, full payment credentials, or more recipient data than support requests.
7. How to request a billing review
Email support@meraotp.in from your registered account email as soon as reasonably possible, preferably within seven days after the affected transaction. Include:
- your MeraOTP account email and name;
- the MeraOTP order or transaction ID;
- payment date, amount, and payment-provider reference;
- a concise explanation of the issue and requested resolution; and
- redacted evidence showing status or duplicate debit, if relevant.
Never email a password, OTP, API key, UPI PIN, CVV, full card number, or bank-login credential. We may ask for proportionate verification, account-security steps, or additional evidence before deciding a request.
8. Review and refund processing
We aim to acknowledge a complete request within a reasonable business period. Complex matters can take longer when a bank, payment provider, telecom provider, or security investigation is involved.
If approved, a refund is normally initiated to the original payment method. After MeraOTP processes it, the bank or payment provider may require an additional 7–10 business days to display the amount. That external posting time is an estimate, not a guarantee. If the original method cannot accept a refund, we may request lawful alternative details or provide another remedy permitted by law.
Refunds may be reduced by usage already consumed and non-returnable taxes or provider fees where lawful. MeraOTP will not request a UPI PIN, OTP, CVV, or password to issue a refund.
9. Chargebacks and payment disputes
Please contact support before initiating a bank or payment-provider dispute so we can investigate and correct eligible issues. If a chargeback or payment reversal is opened, we may temporarily restrict the affected account, preserve relevant records, and provide the provider with order, access, usage, verification, IP, and communication evidence reasonably necessary to respond.
If a chargeback is resolved in your favour, the provider's decision will control that transaction. If it is reversed in MeraOTP's favour, associated amounts and permitted fees may remain due before access is restored.
10. Policy changes
We may update this policy for product, payment-provider, legal, or operational changes. The version displayed when you place an order generally governs that purchase, except where a later change is required by law or is more favourable to you.
11. Billing contact
Billing and refund questions: support@meraotp.in
Support hours: Monday to Saturday, 10:00–19:00 IST, excluding applicable holidays.