- Bring payment ID, verification ID, timestamp, and account email/mobile to billing support.
- Refunds are policy-bound and should not be assumed automatic.
- Consent decline, consent withdrawal, and payment gateway delay can have different billing outcomes.
- Never attach raw identity documents to a billing ticket.
Overview
Rs 99 checks where applicable
Retail verification pricing is shown on the public pricing page and may differ for business plans.
UPI checkout
Self-serve payments use guided checkout. Keep identity documents out of billing tickets.
GST invoice
Business invoice corrections need billing details, not Aadhaar/PAN screenshots.
Refund clock
Refund eligibility is controlled by the published refund policy and payment gateway state.
Support escalation
Billing-sensitive and account-specific cases should go to human support.
Enterprise billing differs
Enterprise PO, contract, and custom billing terms can differ from self-serve checkout.
Before you contact billing
- Payment ID or gateway reference.
- Verification ID or report reference.
- Email or mobile used at checkout.
- Approximate timestamp and amount.
- Screenshot of payment status only, with identity documents and sensitive fields redacted.
- Link to the refund policy section you are asking about.
Refund clock explanation
Refund eligibility is policy-bound. Consent decline or consent withdrawal may not qualify the same way as a failed service outcome. Payment gateway settlement delays are handled separately from PRAMAAN verification status. Enterprise or custom-billed customers should follow their contract route.
Invoice and GST corrections
- Invoices appear in the checkout or business billing surface where enabled.
- GST corrections need business legal name, GSTIN, billing email, and invoice reference.
- Do not expose Aadhaar, PAN, OTPs, or raw verification documents in billing messages.
- For purchase orders or enterprise billing, use human handoff.
Frequently asked questions
What does Rs 99 include?›
Where the Rs 99 retail check applies, it covers the published self-serve verification flow for that use case. Business tiers and enterprise plans may differ.
How do I get an invoice?›
Use the receipt or billing surface linked to your checkout. If details are wrong, contact billing with the invoice reference and corrected GST details.
When does the refund clock start?›
Use the published refund policy as the source of truth. The clock and eligibility depend on the payment, consent, and verification outcome described there.
What if payment succeeded but the report failed?›
Contact billing with payment ID, verification ID, timestamp, and account contact. Do not attach raw identity documents.
Are enterprise plans refundable?›
Enterprise billing follows the signed contract or purchase order terms. Use human handoff for enterprise-specific questions.
What should I include in a billing ticket?›
Payment ID, verification ID, checkout email/mobile, timestamp, issue summary, and redacted payment evidence if needed.
Glossary terms
When to talk to a human
Use human handoff for refund exceptions, enterprise billing, payment disputes, GST corrections, or account-specific payment cases.
Keep raw identity data out of chat
Do not paste Aadhaar, PAN, OTPs, raw documents, full passport numbers, or sensitive screenshots into chat or free-text support fields. Use guided verification, DSR, dashboard, or API flows instead.
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Move safely from answer to action
Use the route that matches the sensitivity of your case. Keep raw documents out of support messages unless a controlled workflow asks for them.