Cancellation & Refund Policy
1. Recharges & bill payments
| Status | What happens |
|---|---|
| Success | The operator or biller has accepted the payment. It cannot be cancelled, reversed or refunded, including when the number, operator or amount entered was wrong, because the operator has already delivered the value. Ask the operator directly for any plan or benefit issue. |
| Failed | The full amount is refunded to the Wallet automatically, usually immediately. Any commission is not paid. |
| Pending | The operator has not confirmed yet. Most pending transactions resolve within minutes. In rare cases it can take up to 72 hours. If the final status is Failed, the amount is refunded to the Wallet automatically. |
| Reversed by operator | If an operator reverses a transaction marked Success, the amount is credited back to the Wallet and the related commission is reversed. |
If the operator confirms Success but your customer has not received the benefit, raise a support ticket with the transaction ID within 7 days. We will raise a dispute with the operator through our aggregator and refund the Wallet if the operator approves the refund. We cannot guarantee the outcome of operator disputes.
2. Wallet top-ups
- Top-up requests are credited after we verify the UTR or bank reference, normally within business hours on the same working day.
- If money was debited from your bank but your request was rejected or never raised, create a support ticket with the UTR, amount, date and screenshot within 30 days. After verification, we will credit the Wallet or return the amount to the same source account within 7 working days.
- A top-up request can be cancelled only while it is still pending.
3. Fund transfers between Members
Transfers from a Master Distributor or Distributor to their downline are instant and final. Any mistaken transfer must be returned by agreement between the Members involved. On request, the Company may help but is not obliged to reverse it.
4. Withdrawals / settlements
A withdrawal request can be cancelled through support while it is still Pending. Rejected requests are refunded to the Wallet in full. Approved requests are paid by bank transfer, usually within 1–3 working days, to the account given. We are not responsible for wrong bank details entered by the Member.
5. Unused Wallet balance
The Wallet is a business float for buying services and is not refundable on demand, except through the withdrawal or settlement process for eligible Members, or on account closure, after KYC verification and adjusting any amounts due. Refunds are made only to a bank account in the Member's own name.
6. Charges
We do not charge a fee for refunds of failed transactions. Bank or payment-gateway charges for settlements, if any, are shown before you confirm.
7. How to request a refund
In the app, go to Help & Support, then Create Ticket. Choose the category (Recharge / Bill payment / Top-up / Wallet), add the transaction ID or UTR, and describe the issue. You can also write to support using the details below. Unresolved complaints may be escalated to the Grievance Officer.
Contact
| Business name | ESOFTKING INFOTECH (operator of DioPe) |
|---|---|
| Constitution | Proprietorship. Proprietor: Akshay Marjit |
| GSTIN | 19CVNPM7263B1Z9 (West Bengal) |
| Registered address | Piraldanga, Rasulpur, Near Durga Temple, Nabagram, Murshidabad, West Bengal 742184, India |
| Customer support | ask.diope@gmai.com · 9246288282 |
| Grievance Officer | Akshay Marjit · akshay.esoftking@gmail.com · 08910750363 Monday–Saturday, 10:00 AM – 6:00 PM IST |