1. The free check
Every account gets two bills audited free. You see the whole audit, every calculation and every finding. Nothing is charged, so nothing arises to refund.
We made the free check properly useful on purpose. You should be able to see exactly what the audit does before you pay us anything.
2. Subscription plans
A subscription buys you the capacity to have bills read and audited over a year. Reading a bill costs us money the moment it happens, because every page goes through a paid outside service, and that spend cannot be undone. Our refund rule follows from that, not from wanting to hold on to your money.
| Situation | What happens |
|---|---|
| Within 7 days of paying, and no bill has been audited on the paid plan | Full refund. No questions asked. |
| Within 7 days, but bills have already been audited | No refund. The work has been done and paid for. |
| After 7 days | No refund. |
| We cannot provide the service at all, for instance we do not support your tariff category and we tell you so | Full refund, whether or not 7 days have passed. |
| You were charged twice for the same plan | Full refund of the duplicate. |
Re-running an audit on a bill we have already read does not count as a new audit here.
3. Extra meters (₹299 a year)
Same rule. Fully refundable within 7 days if no bill has been audited for that meter, and not refundable once one has.
4. Success fee
The 20% success fee applies only to money MSEDCL actually credits, adjusts, waives or refunds against your connection after a grievance we filed.
- Nothing recovered means nothing charged. No minimum, and nothing at all for a grievance that does not succeed.
- If MSEDCL gives back less than we estimated, the fee is 20% of what actually came back, never of our estimate.
- If MSEDCL later reverses a credit, we refund the matching part of the success fee.
- If you think a success fee was worked out wrongly, tell us within 30 days of the invoice. We will show you the figures, and where we are wrong we will fix it.
5. Cancelling
You can cancel any time from Settings, or by emailing us.
- Cancelling stops any future renewal.
- Your plan runs to the end of the period you have paid for, and you keep access until then.
- There is no part refund for the unused stretch. We say so here and again at checkout, before you pay.
- Cancelling does not withdraw a grievance already filed, and does not cancel a success fee already earned on money already recovered.
6. Failed and duplicate payments
If money left your account but the plan did not activate, tell us. We will either activate it or refund you, whichever you prefer. When a payment fails at the gateway, banks usually release the held amount in 5 to 7 working days on their own.
Duplicate charges for the same plan are refunded in full.
7. How to ask for a refund
Email support@optibill.in from your registered email or mobile, with your registered mobile number and the payment reference.
- We acknowledge within 48 hours.
- We decide within 7 working days and tell you the reason either way.
- Approved refunds go back to the original payment method. After we release it, your bank usually takes 5 to 7 working days.
Refunds always go back to the account the money came from. We cannot send it somewhere else, and we do not refund in cash or as credit unless credit is what you want.
8. Your rights under the law
Nothing in this policy takes away your rights under the Consumer Protection Act, 2019. If you think a charge was unfair, raise it with our Grievance Officer at grievance@optibill.in. If we cannot sort it out, you can go to the consumer forum that covers you, or call the National Consumer Helpline on 1915.
This policy is part of our Terms of Service and should be read alongside them.