At Pennex Services Private Limited, we value your trust and strive to offer a smooth and reliable payment experience. This Refund and Cancellation Policy (“Policy”) outlines the terms governing cancellations and refunds for FASTag issuances, activations, and recharge transactions completed through our Platform.

1. FASTag Purchases and Issuance Fees

- The issuance, security deposit, and one-time activation fees for a new FASTag are non-refundable once the tag application has been processed, the tag is linked to your vehicle, and dispatched.

- In the unlikely event that your FASTag is damaged in transit or fails to function during initial setup, please report it to our customer support within 48 hours of delivery. Upon verification, we will issue a replacement tag free of charge.

2. FASTag Recharge Transactions

- **Successful Recharges**: All successful FASTag recharge transactions are final. Once funds are credited to your FASTag wallet (associated with the issuing bank), they cannot be refunded, reversed, or withdrawn as cash.

- **Failed Recharges**: If your payment is debited from your bank account or payment method but the recharge fails to credit your FASTag wallet (due to network latency, bank downtime, or provider issues), the transaction is considered failed. In such cases:

• The debited amount will be automatically refunded to your original payment source (UPI, bank account, debit/credit card).
• Standard refunds are processed within 5 to 7 working days, depending on your card issuer or banking partner's turnaround times.

3. Duplicate Payments and Billing Discrepancies

- If you undergo multiple debits for a single transaction due to a technical glitch, we recommend checking your transaction history.

- Any verified duplicate transaction values that do not result in a corresponding duplicate wallet credit will be refunded to your original payment instrument. Please raise a ticket with support including the transaction reference IDs.

4. Cancellation Policy

- FASTag recharges cannot be cancelled once initiated or processed by the payment gateway.

- To deactivate or close your FASTag account, you must directly contact the respective issuing bank. Any remaining security deposit or balance in the tag wallet will be returned to you by the issuing bank in accordance with their respective closure guidelines.

5. Grievances and Contact

If you have questions, dispute a transaction, or wish to check the status of a pending refund, please contact us at: info@penex.in.