1. Introduction

This Refund & Cancellation Policy applies to online payments made by citizens/consumers through the "My Pasighat" application towards Solid Waste Management (SWM) user charges and other municipal dues collected on behalf of the Pasighat Municipal Council (PMC). Payments made through the App are processed using a third-party, RBI-authorized payment gateway ("BillDesk"). Please read this policy carefully before making any payment. By using the App to make a payment, you agree to the terms outlined below.

2. No Refund Policy for Successful & Correct Transactions

Once a payment is successfully made through the App towards SWM charges or any other municipal due, and the correct amount has been debited against the correct property/consumer account, the transaction is considered final. As this is a government/municipal charge (not a commercial purchase), no refund, cancellation, or chargeback request shall ordinarily be entertained for a successful transaction made against the correct dues.

Citizens are advised to carefully verify the following before completing payment:

• Property ID / Consumer ID and owner/respondent name.
• Billing period/month and the amount payable.
• Bank account, UPI, or card details being used for payment.

The Pasighat Municipal Council and Star Solutions (App developer) shall not be responsible for losses arising from incorrect details entered by the user at the time of payment.

3. Cancellation Policy

a) Before Payment is Authorized: While you are on the payment screen (before you confirm/authorize the payment via BillDesk, e.g., before completing OTP/PIN/UPI authorization), you may cancel the transaction at any time by closing or exiting the payment page. No amount will be debited, and no cancellation request needs to be filed in this case.

b) After Payment is Authorized/Processed: Once a payment instruction has been authorized by you and submitted for processing by BillDesk, it cannot be cancelled, recalled, or reversed by the citizen, the Pasighat Municipal Council, or BillDesk. This is consistent with standard payment gateway practice, as authorized transactions are sent for clearing and settlement and cannot be interrupted mid-process. If your intent was to cancel but the payment was still processed (e.g., due to a delayed on-screen response), this will be treated as an accidental/duplicate payment under Section 4 (Eligible Cases for Refund), not as a cancellation.

c) Cancellation of Scheduled/Pending Payments: If a payment has been scheduled but is still shown as "Pending" or "Scheduled" (not yet sent for processing), you may request cancellation by contacting the Pasighat Municipal Council support channel in Section 9 before the scheduled processing time. Once the status changes to "Processing" or "Paid," cancellation is no longer possible, and only the refund process under Section 4 will apply.

d) No Cancellation of Municipal Dues/Liability: Cancelling a payment transaction does not cancel or waive the underlying SWM/municipal due itself. The citizen remains liable for the applicable charge until it is successfully paid, and any cancelled/failed transaction will continue to reflect as "due" in the App.

4. Eligible Cases for Refund

Notwithstanding Section 2, a refund or account adjustment may be considered by the Pasighat Municipal Council in the following limited circumstances:

• a) Duplicate Payment: The same SWM/municipal due for the same property, consumer, and billing period was paid more than once (e.g., due to a network error, page reload, or accidental double-click during checkout).
• b) Excess/Accidental Payment: An amount higher than the actual amount due was charged, or a payment was made in error against a wrong property/consumer account.
• c) Failed but Debited Transaction: The payment gateway (BillDesk) shows the amount debited from the citizen's bank account/card/UPI, but the transaction was not reflected as successful in the App or was not credited to the correct municipal account.
• d) Technical Error: A verified technical or system error caused an incorrect charge.

Refunds are NOT applicable for change of mind, dissatisfaction with municipal services, or disputes regarding the assessed fee/category itself (such disputes must be raised separately with PMC for fee correction, not as a refund request).

5. How to Request a Refund

To request a refund under Section 4, the citizen must submit a written request to the Pasighat Municipal Council within 30 days from the date of the transaction, including:

• Registered mobile number / Consumer ID / Property ID.
• Transaction ID(s), BillDesk reference number, and payment date(s) for each payment made.
• A copy/screenshot of the payment receipt(s) or bank/UPI statement showing the debit(s).
• A brief description of the issue (e.g., duplicate payment, wrong amount, failed but debited).

Requests may be submitted through the official grievance channel of the Pasighat Municipal Council or by contacting the App support contact listed in Section 9. BillDesk, as the payment gateway, does not independently authorize or approve refunds or cancellations; it only processes refunds once initiated and approved by the Pasighat Municipal Council as the merchant.

6. Verification & Processing

• All refund requests will be verified and reconciled by the Pasighat Municipal Council's Revenue/Accounts department against BillDesk transaction records before approval.
• Upon approval, the excess or duplicate amount will either be:
  • (i) refunded to the original payment source (bank account/card/UPI) used for the transaction, or
  • (ii) adjusted against the citizen's future SWM/municipal dues for the same property, at the discretion of the Pasighat Municipal Council.
• No cash refunds will be issued under any circumstance.
• Approved refunds are typically processed within 15–30 working days from the date of approval. Once a refund is initiated by the Pasighat Municipal Council, BillDesk generally credits the amount to the original payment source within 5–7 business days thereafter, subject to the citizen's bank/card issuer processing times.
• The Pasighat Municipal Council reserves the right to reject a refund request if it is not supported by valid proof, is raised beyond the 30-day window, or does not meet the eligibility criteria in Section 4.

7. Payment Gateway Disclaimer

Payments made through the App are processed via BillDesk, an independent, RBI-authorized third-party payment aggregator/gateway. The Pasighat Municipal Council and Star Solutions are not responsible for delays, failures, or issues caused by the payment gateway, the citizen's bank, card network, or UPI service provider that are outside their reasonable control. Any transaction-level disputes (e.g., amount not debited but shown as failed) should first be verified with the citizen's bank/card issuer using the BillDesk transaction reference number.

8. Changes to This Policy

The Pasighat Municipal Council reserves the right to amend this Refund & Cancellation Policy at any time to reflect changes in municipal procedures, banking/payment gateway requirements, or applicable law. The updated policy will be indicated by a revised "Effective Date" and made available within the App.

9. Contact Us

For refund requests or queries regarding this policy, please contact: