Scope and wallet issuer
The ShigramPay wallet is a semi-closed prepaid payment instrument (PPI) issued by Transaction Analysts (India) Pvt. Ltd., an RBI-authorised PPI issuer. ShigramPay Private Limited provides the technology platform; it is not the wallet issuer. This policy describes Shigram’s order-related reversal process. The issuer’s terms and applicable RBI directions govern wallet services and any mandatory remedy.
No cancellation after placing an order
Orders cannot be cancelled once placed. No refund is offered when a customer changes their mind. Check the restaurant, items, quantities, customisations and charges before confirming. This does not exclude the remedies below or rights that cannot lawfully be excluded.
Where reversals are credited
Shigram does not provide cash or bank refunds for these order reversals. All reversals are credited to the ShigramPay wallet. This does not limit any different treatment required by law or the issuer’s applicable terms, including wallet closure.
Failed payment with a deduction
If a payment fails but the amount is deducted, it is reversed within T+1 working day, where T is the transaction date. If it has not been reversed within that period, contact support with the order or transaction reference. Applicable mandatory timelines and remedies remain unaffected.
Restaurant rejection
If the restaurant rejects an order, the amount is returned to the ShigramPay wallet instantly. Contact support if the wallet does not show the reversal.
Non-delivery or wrong order
If the restaurant does not deliver or sends the wrong order, the amount is returned to the wallet after we check with the restaurant. Restaurants handle delivery themselves. Raise delivery problems with support, who will resolve them with the restaurant.
Cashback on refunded orders
Cashback associated with a refunded order is reversed. Cashback cannot be withdrawn as cash and expires 12 months after it is credited. This notice states no cashback percentages or amounts.
Closing an account
Customers should use their wallet balance before closing their account. Any remaining balance is handled under the issuer’s terms and applicable RBI directions. Closing an account does not automatically cancel the right to an unresolved reversal or require forfeiture of a balance.
How to raise an issue
Email support@shigrampay.com with the restaurant name, order or transaction reference, transaction date and a description of the problem. Share only relevant evidence; never send passwords, OTPs or payment credentials. Contact support@shigrampay.com for help. For escalation, contact Vijayesh Pandey, Founder & CEO and Grievance Officer, at vijayesh@shigrampay.com or +91 83100 61600. We acknowledge complaints within 48 hours and resolve them within 15 working days.
Read the wallet issuer’s terms
Contact support