This policy explains when a transaction on web-toppay.in can be cancelled or refunded, and the process for raising a dispute.
General principle
A transaction that has been submitted and confirmed cannot normally be cancelled by request. Whether any reversal is possible depends on the payment method used and the stage the transaction has reached. Please read the relevant section below.
Blockchain and USDT transactions
Cryptocurrency transactions are final and irreversible. Once a USDT transfer is broadcast and confirmed on a blockchain, no party — not this platform, not any exchange, not any support team — can reverse it. This is a property of the network itself.
This means the following are generally unrecoverable:
- Funds sent to an incorrect wallet address.
- Funds sent on a network that does not match the destination (for example ERC20 to a TRC20 address).
- Funds sent to an address controlled by a third party as a result of fraud.
Because of this, the USDT guide asks you to verify the network, verify the full address including middle characters, and send a small test amount first. Those steps are the only protection that exists.
Deposits
A deposit that has been credited to your account balance is not refundable as a deposit; the funds remain in your account and can be withdrawn subject to the normal withdrawal process, limits and verification.
A deposit that fails or is rejected should not be debited; where funds were debited but not credited, raise a dispute using the process below.
Withdrawals
A withdrawal cannot be cancelled once processing has begun. A withdrawal that fails or is rejected is normally returned to your account balance, and the reason is shown against the transaction.
Where a withdrawal shows as completed but has not arrived, first check the destination account or the relevant blockchain explorer using the reference, then allow the full processing and settlement window before raising a dispute.
Duplicate transactions
If you submit the same payment twice — most commonly because the first appeared to be stuck — raise a dispute with both references. Duplicate cases are assessed individually. Resolution takes longer than the original delay would have, which is why every guide on this site asks you not to repeat a pending transaction.
Raising a dispute
Contact us through a channel on the customer care page and include:
- Your registered mobile number (never your password).
- The transaction reference, UTR, or blockchain transaction hash.
- The exact amount, date and time.
- The network used, for crypto transactions.
- A screenshot of the transaction status, with sensitive fields covered.
Raise disputes promptly. Investigation becomes materially harder as time passes, particularly for bank-side queries.
What we cannot do
- Reverse a confirmed blockchain transaction.
- Recover funds sent to an address or account you entered incorrectly.
- Recover funds you transferred to a third party as a result of fraud.
- Act on a request we cannot verify as coming from the account holder.
Fraud warning
If you have lost funds, be aware that “recovery services” offering to retrieve them for an advance fee are a second fraud specifically targeting victims of the first. Never pay one. In India, report financial fraud on 1930 or at cybercrime.gov.in and contact your bank immediately.
Last updated: 2026-08-15 · Published by TopPay · Read the disclaimer