Refund & Cancellation Policy

1. Applicability

This Refund and Cancellation Policy applies exclusively to the agent wallet maintained within the AISECT application. It does not apply to end-customer FASTag wallets, as customers transact directly with the issuing bank for their wallet management.

2. Non-Refundable Items

The following transactions are generally considered non-refundable:

• Successful Wallet Loads: Money successfully loaded into your agent wallet is intended for operational use (activations/recharges) and is generally not refundable unless the agent account is being closed.
• Service Fees: Fees deducted for FASTag issuance or replacement services that have been successfully processed and the tag allocated.
• Commission Adjustments: Any commission paid in error may be reversed/deducted from the wallet balance.

3. Refundable Scenarios

Refunds to the agent will be considered under the following specific circumstances:

• Transaction Failure: If money is debited from your bank account while loading the agent wallet, but the balance is not updated in the AISECT application due to a technical error, the amount will be automatically refunded to the source account within 5–7 business days upon reconciliation.
• Failed Service Delivery: If an amount is deducted from your agent wallet for a FASTag activation or recharge, but the service fails (for example, tag not assigned or customer wallet not updated) due to server issues, the amount will be refunded back to your agent wallet immediately or within 24 hours.
• Account Closure: If you choose to terminate your agency with AISECT Limited, any unutilised balance remaining in your agent wallet (excluding any promotional credits) will be refunded to your registered bank account after a final reconciliation and audit period of 15 days.

4. Cancellation Policy

Service Cancellation:Once a FASTag activation is successfully processed and the tag is linked to a Vehicle ID, the transaction cannot be cancelled by the agent. In case of wrong data entry, the agent must follow the "Replacement" or "Correction" process defined in the operational manual.

Agent Account Deactivation: You may request to cancel/deactivate your agent account by submitting a written request to support with a 30-day notice period.

5. Dispute Resolution and Timelines

In case of discrepancies regarding wallet balance or deductions:

• Reporting:Agents must report the issue via the "Help & Support" section in the application within 3 days of the incident.
• Verification: Our team will verify the transaction logs with the issuing bank and banking partners.
• Resolution Time: Valid refund requests are typically processed within 7–14 business days.

6. Contact for Refunds

For refund-related queries, please email us with your Agent ID and Transaction Reference Number at karanpreet@aisect.org. Helpline: +91 99103 24448.