This Refund and Cancellation Policy explains the treatment of transaction failures, reversals, refunds, cancellations, duplicate debits, virtual-account funding and related adjustments on the ApiBox platform operated under the ApiBox brand by Knockus Services Private Limited ("Knockus Services", the "Company", "we", "us" or "our"). It forms part of the ApiBox Terms and Conditions.
ApiBox is a B2B marketplace and technology platform. Every registered User may act as a Buyer, Seller or both, subject to eligibility. Underlying recharge, DTH, utility-bill-payment and other enabled services are supplied by third-party Sellers/service providers, operators, billers, banks or network participants. Refund and cancellation outcomes therefore depend on the transaction status confirmed by the relevant provider or network as well as applicable law.
The service provider has confirmed delivery or processing. Prepaid recharge and similar instant services are ordinarily non-refundable and non-exchangeable once successful, even if the mobile number, DTH account, biller, consumer number, plan, beneficiary or amount entered by the User was incorrect.
The provider/network confirms that the service was not delivered or the transaction failed. Any amount debited on the ApiBox ledger for that transaction will ordinarily be reversed automatically after confirmation and reconciliation.
The final provider/network response has not been received. Users must not immediately repeat the transaction unless the status is confirmed, because a repeated instruction may result in duplicate successful transactions. ApiBox may keep the amount reserved until a final status is received.
The provider/network has returned or cancelled an earlier debit. ApiBox will post the corresponding credit after receipt and reconciliation, subject to valid deductions or adjustments authorised under the Terms.
Subject to verification, a refund, reversal, ledger correction or credit note may be issued where:
A refund may be reduced by an amount already consumed, settled, paid out, lawfully withheld, set off against an undisputed payable balance, or not returned by the relevant provider where such treatment is permitted by law and the Terms.
Except where mandatory law provides otherwise, a refund is generally not available for:
ApiBox will reasonably assist with trace, recall or partner escalation for an erroneous transfer when feasible, but cannot guarantee recovery once the instruction has been executed. The User should immediately contact the recipient bank/service provider and, in suspected fraud cases, report to the relevant bank and cybercrime authorities.
A virtual account assigned to a Buyer is an identifier used to map funds into the Company’s designated main collection account and to credit the Buyer’s Platform ledger. It is not a bank account independently owned by the User, and the Platform ledger is not a deposit account.
Refund treatment follows the accepted transaction and invoicing model. A reversal of the underlying transaction does not automatically mean that every platform, commission, processing or banking charge is reversible.
The Company will determine the appropriate invoice cancellation, credit note, revised invoice or ledger entry based on whether the transaction was executed, the relevant P2P/P2A flow, partner confirmation and applicable GST/TDS rules.
Where the Seller invoices Knockus Services Private Limited or the Company raises an invoice on a Buyer or Seller, any correction will be documented through the legally appropriate record.
A User must not unilaterally alter an issued tax invoice or net off a disputed amount without written confirmation.
After eligibility and the final transaction status are confirmed, ApiBox will ordinarily initiate the refund or ledger reversal within 7 business days. Actual credit to a bank account, card or payment source may take additional time determined by the relevant bank, payment partner or network. An in-ledger credit may appear sooner.
The refund will ordinarily be made to the originating ApiBox wallet/ledger or original payment source. A different bank account may be used only after enhanced verification and where operationally and legally permitted. No cash refund will be issued.
If a provider/network initially reverses a transaction but later confirms successful service delivery, ApiBox may re-debit or adjust the corresponding amount after providing transaction details, subject to the Terms and applicable law.
Write to support@apibox.co.in, use the dashboard/ticket channel where enabled, or call/WhatsApp 9355256888.
Provide the registered business/user name, transaction ID, date, amount, service/operator/biller, UTR or payment reference, expected outcome and relevant screenshots or statements. Do not share passwords, OTPs, API secrets or full card credentials.
Requests should be raised promptly after the issue becomes known. Delayed requests may be harder to verify and remain subject to applicable limitation, retention and provider/network rules.
ApiBox may request additional evidence or wait for the provider’s final confirmation before deciding the request.
If the initial response is delayed or unsatisfactory, follow the ApiBox Grievance Redressal Policy and quote the ticket/reference number where available. A missing reference number will not by itself invalidate a genuine request if sufficient details are provided.
Grievance Officer: Mr. Sandeep Kumar Yadav
Email: grievances@apibox.co.in | Phone/WhatsApp: 9355256888
Address: Knockus Services Private Limited, Second Floor, FF-23, Gali No. 2, Mangal Bazar, Laxmi Nagar, New Delhi, East Delhi, Delhi - 110092
Website: https://apibox.co.in/
A User may also pursue the complaint with the relevant Seller, operator, biller, bank, payment partner or other service provider.
Any external ombudsman, regulator, consumer commission, court or authority will have jurisdiction only as provided by applicable law and according to the nature of the transaction.
This Policy does not represent that ApiBox itself is a bank, payment system operator or the supplier of every underlying service.
The Company may update this Policy for legal, regulatory, operational or partner/network changes. The updated effective date will be published on the Platform.
If this Policy conflicts with mandatory law or a binding provider/network rule applicable to the transaction, the mandatory requirement will prevail.
Capitalised terms not defined here have the meaning assigned in the ApiBox Terms and Conditions.