Terms and Conditions

1. Acceptance of these terms

These Terms and Conditions (the “Terms”) form a binding agreement between you and Pocket Vila for your use of the Pocket Vila website, mobile application and related services (together, the “Platform”). “Pocket Vila”, “we”, “us” and “our” refer to the operator of the Platform. “You” and “user” refer to the person accessing or using it.

By accessing the Platform, creating an account or initiating a transaction, you confirm that you have read and accepted these Terms and the policies linked below. If you do not agree, do not use the Platform.

2. Eligibility, registration and account security

• You must be legally capable of entering into a contract under Indian law. A minor may use the Platform only through and under the supervision of a parent or legal guardian.
• You must provide accurate, current and complete registration, contact, billing and KYC information whenever requested.
• Some services, limits or payment methods may require identity verification or KYC. We may restrict a service until required verification is completed.
• You are responsible for your login credentials, MPIN, OTP and device access. Never share an OTP, card PIN, CVV or password with anyone, including a person claiming to represent Pocket Vila.
• Activity performed through your authenticated account or device may be treated as authorised by you unless suspected unauthorised access is reported promptly.

3. Nature and availability of services

The Platform may facilitate mobile prepaid recharge, postpaid, DTH, landline, broadband, electricity, water, gas, LPG, FASTag, cable TV, credit card, loan, insurance, education, municipal and other supported bill payments, together with payment, cashback, referral and account services.

Services are available only for supported billers, operators, circles, categories and payment methods shown at the relevant time. We may add, modify, limit, suspend or discontinue a feature for security, maintenance, partner availability, compliance or business reasons.

Pocket Vila provides a technology interface and transaction facilitation service. The underlying service is supplied by the relevant operator, biller, bank or service provider. Their tariffs, eligibility rules and terms also apply.

4. Accuracy of information and your instructions

• Before confirming, verify the mobile/account/consumer number, operator, state or circle, biller, plan, amount and fetched bill details.
• Operator detection, plan information and bill-fetch results may originate from third parties and may change. You must manually correct any inaccurate detected detail.
• A plan description is informational. The operator’s current plan, eligibility and benefit records control if they differ from the Platform display.
• For bill payments, you remain responsible for due dates, late charges, partial-payment restrictions and amounts subsequently charged by the biller.
• We are not responsible for credit to a wrong account or number caused by incorrect details submitted by you, except as required by law.

5. Payments, charges and authorisation

Payment methods may include UPI, cards, net banking, a supported payment gateway and an eligible Pocket Vila balance. By choosing a method, you authorise the applicable bank, gateway or partner to process the amount and share the result needed to complete and reconcile your request.

• The payable amount, convenience fee, service charge or tax, if any, will be displayed or communicated before confirmation where required.
• Your bank, card issuer, UPI provider or other payment partner may separately apply its own charges or limits.
• Do not refresh, close, repeat or leave a payment flow unless instructed. If the result is uncertain, check Transaction History before retrying.
• Do not initiate a chargeback for a valid completed service. Contact us first with the transaction ID for investigation.

6. Gateway status and recharge or bill status

The payment gateway and recharge/bill provider are separate systems. Their statuses may differ and may arrive at different times.

Keep the Pocket Vila transaction ID, gateway order/reference ID, bank reference number and provider/operator ID. Status may be reconciled through callbacks, status checks or manual investigation and may be updated after a final response.

7. Cashback balance, wallet options and promotions

• Cashback or promotional balance is subject to the eligibility, validity and usage conditions shown with the offer.
• Unless expressly stated otherwise, cashback is a Platform benefit, is not a bank deposit, earns no interest and is not transferable or redeemable for cash.
• A wallet or cashback option may be enabled or disabled for particular users, services or periods.
• Benefits obtained through abuse, duplicate accounts, reversal, fraud or an ineligible transaction may be withheld, adjusted or recovered after review.
• Where a payment instrument is provided by a regulated third party, that provider’s terms, KYC requirements and limits apply.

8. Cancellations, reversals and refunds

A recharge or bill instruction generally cannot be cancelled after submission to the operator or biller. A pending transaction must not be treated as failed until a final status is received or the applicable resolution process is completed.

• If money is debited but payment or service fails, the transaction will be reviewed against gateway, bank, biller and provider records.
• An eligible refund or reversal will ordinarily go to the original payment source or be credited in the manner stated for that transaction.
• Actual credit time depends on the payment system, bank, biller and applicable regulatory or partner timelines.
• A duplicate payment, wrong-number recharge or valid completed bill payment is not automatically refundable.
• We may request a transaction ID, bank reference, statement extract or screenshot before processing a claim.

See the Refund Policy and Cancellation Policy.

9. Complaints, disputes and uploaded evidence

You may raise a dispute from the available receipt, transaction history or complaint interface. Submit a clear remark and correct Pocket Vila transaction ID. Where available, relevant screenshots may be attached within the displayed size and file-count limits.

• You confirm that you have the right to upload the evidence and that it is accurate, relevant and lawful.
• You permit us to store, reproduce and share the remark and evidence with relevant operators, billers, banks, payment partners and support personnel for investigation, fraud prevention, compliance and resolution.
• We may reject unsafe, unsupported, excessive, irrelevant or unlawful files.
• Complaint status and admin resolution may appear in Complaint History. Resolving a complaint does not alter provider records unless the applicable success, failure or refund process is completed.
• Complaint records and evidence may be retained for legal, audit, fraud-prevention and resolution purposes.

10. Prohibited and acceptable use

You must use the Platform lawfully and must not:

• attempt fraud, money laundering, unauthorised payments, account takeover, referral manipulation or cashback/refund abuse;
• use another person’s identity, account or payment instrument without permission;
• introduce malware, scrape protected data, overload services, bypass controls or attempt unauthorised access;
• upload unlawful, deceptive, infringing, abusive or malicious content; or
• use automation to create accounts or transact without written authorisation.

11. Third-party services and intellectual property

The Platform may display information, links, logos, offers or services supplied by billers, operators, banks, payment gateways, Bharat Connect/BBPS participants and other partners. Their availability and performance are outside our direct control, and their terms and privacy practices may apply.

The Pocket Vila name, interface, software, text, graphics and original content are owned by or licensed to us. Third-party names and marks belong to their respective owners. No licence is granted except the limited right to use the Platform under these Terms.

12. Privacy and communications

Our Privacy Policy explains how account, KYC, device, payment, transaction and complaint data is handled. By using the Platform, you acknowledge processing necessary to provide, secure and support the requested services.

You agree to receive service messages such as OTPs, transaction updates, receipts, security alerts, complaint responses and important account notices. Promotional communication is handled under applicable consent and opt-out requirements.

13. Availability, disclaimers and limitation of liability

We use reasonable efforts to keep the Platform accurate, secure and available. It may be interrupted by maintenance, internet failure, payment network issues, biller/operator downtime, inaccurate third-party data, cyber incidents, government action or circumstances beyond reasonable control.

To the maximum extent permitted by law, Pocket Vila will not be liable for indirect, incidental, special or consequential loss from interruption, third-party failure, incorrect user instruction or unauthorised account use. Direct liability will be limited to the amount directly paid for the affected Platform transaction unless law requires otherwise.

Nothing in these Terms excludes or limits a right, remedy or liability that cannot lawfully be excluded, including applicable consumer-protection rights.

14. Review, suspension and termination

We may delay, decline, hold, review or, where permitted, reverse a transaction; restrict a payment method; or suspend/terminate an account where we reasonably suspect fraud, security risk, unlawful activity, policy abuse, inaccurate KYC, a partner instruction or a legal requirement.

You may stop using the Platform and request account deletion under the Privacy Policy. Transaction, KYC, complaint, audit and fraud-prevention records may still be retained as required by law or legitimate compliance needs.

15. Governing law and grievance rights

These Terms are governed by the laws of India. Courts and statutory consumer or regulatory forums having lawful jurisdiction may hear a dispute. You are encouraged to contact us first with the relevant transaction and complaint references.

Bill payments processed through participating Bharat Connect/BBPS channels may also be subject to the applicable RBI, NPCI Bharat BillPay Limited and participant dispute-resolution framework. Mandatory payment-system and consumer-protection rights remain available.

16. Changes, severability and entire agreement

We may update these Terms for service, security, partner, legal or regulatory changes. The effective date will be updated when a revision is posted. Where required, material changes will be communicated through the Platform or another appropriate channel. Continued use after the revised Terms become effective constitutes acceptance.

If a provision is invalid or unenforceable, the rest continues to apply. A delay in enforcing a right is not a waiver. These Terms, the Privacy, Refund and Cancellation Policies and transaction-specific disclosures form the agreement governing Platform use.

17. Contact and grievance support