1. About this policy
This policy explains how Mexora Money handles recharge failures, pending recharges, successful recharges and prohibited third-party wallet funding. These are separate situations with different rules.
It should be read together with our Terms & Conditions and Platform Policies.
2. Recharge status at a glance
| Recharge status | What happens |
|---|---|
| Failed immediately | If the recharge amount was deducted, it is refunded immediately. |
| Pending | The operator’s resolution timeframe is up to 3 days. The recharge may become successful or failed during that period. |
| Pending, then confirmed failed | The deducted recharge amount is refunded immediately when the operator’s final failed status is received. |
| Successful | The recharge is completed and cannot be cancelled or refunded under the recharge policy. |
3. Instantly failed recharge
If a recharge fails immediately and the recharge amount has been deducted, that amount is refunded immediately.
If no amount was deducted, there is no deducted recharge amount to return. If the transaction shows failed but the corresponding refund is not reflected, contact support with the transaction details.
4. Pending recharge
A pending status means that the operator’s final result has not yet been received. The operator’s resolution timeframe is up to 3 days, and the recharge may become successful or failed at any time during this period.
Once Mexora Money receives the final operator status:
- Failed: The deducted recharge amount is refunded immediately.
- Successful: The recharge is completed and no refund is issued under the recharge policy.
A pending status alone does not mean that a recharge has failed. Avoid submitting the same recharge again while it is pending unless its status has been checked and the next action confirmed.
5. Recharge still pending after 3 days
If the recharge remains pending beyond 3 days, contact primary support.
For general assistance, email support@mexoramoney.com. If your issue remains unresolved, email mexorainfosys@gmail.com with your earlier correspondence and relevant transaction details. To register a formal complaint, use our Submit a Grievance form.
Provide the transaction identifier, date, amount, operator and the current displayed status. A recharge does not automatically become failed or refundable merely because the 3-day period has elapsed; it must be checked with the relevant provider, without affecting any remedy required by applicable law.
6. Successful recharge: no cancellation or refund
A successfully completed recharge cannot be cancelled and is not refundable under this recharge policy.
This includes requests based on a change of mind or an incorrectly entered mobile number, operator, amount or plan where the recharge has nevertheless completed successfully. Please verify all details before confirming the request.
There is no 24-hour cancellation window for a successful recharge. Only failed recharges qualify for a refund under the ordinary recharge-failure process described above. This does not exclude a remedy required by applicable law.
7. Other services
The recharge timelines above do not automatically apply to AEPS, money transfer, bill payments, insurance, travel bookings, government-service applications or other services.
Refunds, reversals and cancellations for those services depend on the transaction type, its final status, the relevant provider’s conditions and applicable payment-system or legal requirements. A successful service must not be assumed to be cancellable unless its own terms allow it.
Contact support for the conditions relevant to your particular transaction. A separate bank-credit or settlement process must not be confused with the instant recharge refund process.
8. Prohibited third-party wallet funding
Wallet funding must come from the account linked to your Mexora Money account. Funding from another or unlinked account is strictly prohibited.
Under Mexora Money’s company policy, subject to applicable law and binding bank or authority directions:
- On the first occurrence, 10% of the affected third-party funding amount is deducted.
- Repeated occurrences may result in wallet restrictions.
- An affected amount above ₹1,000 may be held for up to 30 days.
- If no complaint is received concerning that amount during the hold period, the amount is refunded after the 10% deduction, subject to any applicable restriction.
The deduction is applied once to the affected amount, not twice and not to the entire wallet balance. The ₹1,000 threshold applies to the hold provision; it does not permit smaller third-party payments.
If a complaint, bank dispute or authority direction concerns the funds, further handling depends on the relevant review and applicable requirements. An absence of complaints does not override a legal restriction or determine lawful ownership of the funds.
This process is separate from a failed recharge refund. The 30-day funding hold is not the standard recharge refund period, and the 10% deduction is not an ordinary failed-recharge refund charge.
9. Incorrect deductions, missing refunds and disputed status
For an incorrect funding classification, deduction, missing refund or inconsistent transaction status, contact support@mexoramoney.com first. If unresolved, request further review at mexorainfosys@gmail.com with earlier correspondence and relevant transaction details. To register a formal complaint, use Submit a Grievance.
Include the relevant transaction identifier, date, amount and evidence needed to explain the issue. Mask unrelated personal information in screenshots. Do not send passwords, OTPs, PINs or complete payment-card details.
If a refund or reversal has already been received through another channel, disclose it when raising the request so that the transaction can be reconciled correctly.
10. Your rights
Nothing in this policy removes a refund, reversal, compensation or complaint right that cannot lawfully be excluded. Where an applicable legal or payment-system requirement overrides a company-policy provision, that requirement takes precedence.
11. Contact
MEXORA INFOSYS PRIVATE LIMITED
Official Company Email: mexorainfosys@gmail.com
Online: Contact · Submit a Grievance
Company Address: B-11 Himalaya Bhawan, Shatabdi Nagar, Opposite Canara Bank, Panki, Kanpur Nagar, Uttar Pradesh 208020, India.
Customer support
For general assistance, email support@mexoramoney.com. If your issue remains unresolved, email mexorainfosys@gmail.com with your earlier correspondence and relevant transaction details. To register a formal complaint, use our Submit a Grievance form.