Refund Policy

This Policy applies to services issued on the Slenpay Platform through Registered Agents. Slenpay does not collect booking payments from Customers on the Website. Customer cash or UPI paid to an Agent is not a Slenpay receipt.

1. Travel Bookings After Issuance

Cancellations, date changes, and refunds follow the airline, hotel, or bus operator rules applicable to the fare class, as displayed at issuance and on the ticket or voucher. Some fares and rooms are non-refundable. Slenpay cannot override Supplier rules.

A cancellation request must be lodged through the issuing Agent on the Platform, or by writing to support@slenpay.co.in with the PNR, Agent code, and registered mobile.

The refundable Supplier component, minus Supplier cancellation charges and any disclosed Platform fee, is credited to the issuing Agent’s Wallet after the Supplier releases the amount. The Agent must settle the Customer within three working days of that Wallet credit, unless the fare was disclosed as non-refundable before the Customer paid.

No-show, missed departure, denied boarding for documentation issues, and name-mismatch are handled under Supplier policy.

2. Insurance Premium Payments

  • A correctly posted premium is a payment to the insurer or biller. Refund of premium, free-look cancellation, and surrender are governed by the insurance contract and IRDAI rules. Those requests must be raised with the insurer. Slenpay can share the payment reference.
  • If an Agent entered a wrong policy number and the amount has been credited to that policy, recovery depends on the insurer. Slenpay will reasonably assist but does not guarantee reversal.
  • Slenpay is not liable for coverage loss if a payment failed and a policy lapsed. Status must be verified with the insurer immediately.

3. Loan and Financial-Support Applications

Fees charged by a lender are governed by the lender’s sanction letter and applicable RBI directions. Those fees are not refunded by Slenpay. A rejected application does not by itself create a Slenpay refund obligation to the Customer.

4. Money Paid by a Customer to an Agent

Cash or other value handed to an Agent is a matter between the Customer and the Agent. Slenpay does not refund that money.

If the Agent took value and no Platform issuance occurred, the Customer’s primary claim is against the Agent at the Agent Venue. Slenpay will investigate the Platform record, may suspend the Agent, and will honour a ticket that was actually issued.

Slenpay does not promise to refund cash it never received.

5. Wallet Loads and Agent-Side Refunds

These items concern the Agent, not the Customer’s cash:

  • A failed Wallet load (Agent bank debited, Wallet not credited) is reversed to the Agent’s source account after bank or gateway confirmation, generally within five to ten working days plus bank posting time.
  • Unused eligible Wallet balance on termination is refunded only to the Agent’s verified KYC bank account after set-off, in seven to fifteen working days, and never in cash.
  • A duplicate Wallet debit is re-credited to the Wallet after reconciliation.
  • If fulfilment fails after a Wallet debit, the unused advance is re-credited to the Wallet after reconciliation, typically the same day to T+2.

6. Chargebacks on Wallet Loads

If an Agent’s bank reverses a Wallet load, Slenpay may debit the Wallet immediately and, if the balance is insufficient, demand the shortfall within forty-eight hours and suspend issuance.

Tickets already issued remain subject to Supplier rules. The Agent remains liable to Slenpay for the shortfall.

7. Refund Timeline

Event Refund Timeline
UPI Wallet Load Failed
(Money debited, Wallet not credited) 		Usually within 1 hour;
Not later than T+5 working days
IMPS / NEFT / RTGS Wallet Load Failed 5 to 7 working days after bank confirmation
Card Wallet Load Failed Initiated within 5 working days;
Card issuer may take a further 5 to 7 working days
Ticket Fails After Wallet Debit
(No PNR) 		Wallet re-credited the same day to T+2 working days
Flight Cancelled by Airline, or Customer Cancels a Refundable Fare Within 14 working days of cancellation (DGCA limit for tickets bought through an agent).

Wallet is credited within 3 working days of the airline releasing the amount.
No-Show or Non-Refundable Fare Base fare not refunded.

Taxes, UDF, ADF and PSF credited to the Wallet when the airline releases them, within the same 14 working days.
Hotel or Bus Cancellation 7 to 15 working days after the supplier releases the amount.

Non-refundable rates are not refunded.
Agent Pays the Customer After a Wallet Refund Credit 3 working days from the Wallet credit
Customer Paid the Agent and No Ticket Was Issued Claim is against the Agent.

Slenpay acknowledges in 24 hours.
Not a Slenpay cash refund.
Insurance Premium Already Posted Insurer's own timeline.

If money is returned to Slenpay, Wallet credit within 3 working days.
Unused Wallet Balance On Exit 7 to 15 working days to the Agent's verified bank account, after set-off.

Not paid in cash.
Platform / Convenience Fee Not refunded once the request has been sent to the supplier, unless the failure is solely Slenpay's before that request.
Notes
  • The 48-hour free cancellation window under DGCA applies only to tickets booked on the airline's own website or app. It does not apply to tickets issued by a Slenpay Agent.
  • Working days exclude Sundays and bank holidays.
  • Cash paid only to an Agent is not a Slenpay refund.

8. How to Request Assistance

Customers: Email support@slenpay.co.in with subject “Refund or Cancellation”, stating:

  • Name
  • Mobile
  • Agent code or shop address
  • PNR or policy number
  • Date
  • Amount
  • Relief sought

Agents: Email agentsupport@slenpay.co.in for Wallet mismatches and missing loads.

Last updated: September, 2026