SlashCollect Customer Help Centre
Mandates, Payments, Charges & Customer Support
Received a payment request, recurring mandate, NACH mandate, or instalment plan through SlashCollect? This page explains how mandates and recurring payments work, what charges may apply, who can change or cancel your payment arrangement, and what to do if you have a problem.
Top Tips for SlashCollect
End-Customers
Using SlashCollect to make recurring or scheduled payments is simple, but a few basic precautions can help keep your payments and personal information safe.
1. Always check the business name
Before approving a mandate or payment, make sure you recognise the business with whom you are setting up the mandate and that you understand what you are paying for.
2. Check the amount and payment schedule
Before approving a mandate, carefully check the payment amount, frequency, start date, end date and other applicable details. Do not approve a mandate if the information does not match what you agreed with the business.
3. Never share your OTP or PIN
SlashCollect will never ask for your UPI PIN, ATM PIN, card PIN, OTP or banking password. Never share these details with anyone, even if they claim to be from SlashCollect or the business.
Sometimes, the business you are subscribing to or paying may help you complete the mandate or registration process, especially if you face an issue during setup. In such cases, make sure you complete the process yourself and in front of you. Do not simply share an OTP or allow someone else to complete the entire process on your behalf.
Always review what you are approving before entering an OTP or authorising a payment. An OTP should only be entered by you on the official bank, UPI, or payment screen you are using.
4. Do not approve payments you do not recognise
If you receive a payment or mandate request that you do not recognise, do not approve it. Contact the business directly using its official contact details and verify the request.
5. Keep enough balance for scheduled payments
For recurring payments, make sure sufficient funds are available in your bank account on the scheduled payment date. A failed NACH payment may result in a bank or payment-participant charge.
6. Need to change or cancel something?
For changes to your payment amount, instalment plan, payment date, subscription, fees, refund or underlying service, contact the business with whom you set up the mandate. SlashCollect is the payment infrastructure partner and does not control these commercial arrangements.
7. Keep your bank and UPI app notifications on
Pay attention to notifications from your bank and UPI app so you can quickly identify successful, failed or unexpected transactions.
8. Report anything suspicious
If you believe a business is using SlashCollect for fraud, scams, gambling, illegal activities, prohibited goods or services, or other suspicious activity, report it to us at notifications@slashcollect.com.
9. Keep your payment records
Keep your payment confirmations, bank statements, invoices, mandate details and other relevant records. They can be useful if you need to contact the business, your bank, or SlashCollect about a payment-related issue.
10. When in doubt, verify before you pay
If something does not look right, do not approve the payment or mandate until you have verified it with the business through its official contact details.
What is a Mandate?
A mandate is an authorisation that allows a business to collect a payment from your bank account or payment method according to agreed terms. For example, if you agree to pay ₹3,000 every month for six months, you may be asked to set up a mandate that authorises the scheduled payments. A mandate usually contains details such as the merchant, amount or maximum amount, frequency, start date, end date and other applicable terms. A mandate does not mean that a business can charge you anything it wants. Payments are made according to the mandate and applicable payment-system rules.
What is NACH?
NACH stands for National Automated Clearing House. It is an electronic payment system operated by NPCI that is commonly used for recurring or scheduled bank-account payments. NACH is widely used for payments such as: EMIs; Insurance premiums; Subscription payments; Fees; Loan repayments; Recurring service payments; Other scheduled collections. When you set up a NACH e-mandate, you are giving the relevant payment participants authorisation to process eligible future debits according to the mandate.
What happens when I set up a NACH mandate?
When you set up a NACH mandate, you are authorising recurring or scheduled debits according to the terms shown to you. The general process is: Mandate request → Customer authorisation → Bank verification → Mandate registration → Scheduled payment collection. You may receive notifications from your bank regarding mandate registration and subsequent debits. The exact customer journey can vary depending on your bank and the payment setup being used.
What happens after my mandate is approved?
Once the mandate is successfully registered, the business can initiate payments according to the authorised schedule. Your bank or payment provider may also send notifications before or after a debit, depending on the payment system and applicable rules.
Make sure that sufficient funds are available in your account on the scheduled payment date. A mandate may fail during registration for reasons including bank verification issues, incorrect information, authentication problems, account restrictions, or temporary technical issues.
If your mandate registration fails, contact the business you are paying so that they can help you with the next step. A recurring payment can fail for reasons including insufficient funds, bank-related issues, mandate-related issues, account restrictions, payment-system or technical issues, expired, cancelled or inactive mandate, or other bank or payment-network responses. SlashCollect does not decide whether your bank approves or declines a payment. For a payment-specific issue, please contact the business with whom you set up the mandate first.
What are NACH bounce charges?
A NACH bounce charge may apply when a scheduled NACH debit is unsuccessful. The actual charge is determined by the relevant bank, payment participant, or applicable business terms. Depending on the setup, charges can vary and may be approximately ₹0 to ₹600.
SlashCollect does not independently decide or control NACH bounce charges. Before setting up a recurring payment, please review the applicable terms provided by the business and your bank.
UPI recurring payments, such as UPI AutoPay, do not have NACH-style bounce charges.
However, other bank, payment-provider, or service-related charges may apply depending on the particular setup.
For questions about a specific charge shown on your account, please check with your bank or the business first. Mandate registration charges can vary depending on the bank, payment method and applicable payment setup.
For some banks or payment methods, a small registration or authentication charge may be applicable. Any applicable charge is determined by the relevant payment ecosystem and/or bank.
These charges are levied by the bank or relevant payment participant and are passed on by them. SlashCollect does not charge any additional bounce fee in the event of a failed payment.
Can a mandate fail to get registered?
Yes.
A mandate may fail during registration for a number of reasons, including bank verification issues, incorrect information, authentication problems, account restrictions, or temporary technical issues.
If your mandate registration fails, contact the business you are paying so that they can help you with the next step.
Why did my recurring payment fail?
A recurring payment can fail for several reasons, including:
Insufficient funds
Bank-related issues
Mandate-related issues
Account restrictions
Payment-system or technical issues
Expired, cancelled or inactive mandate
Other bank or payment-network responses
SlashCollect does not decide whether your bank approves or declines a payment.
For a payment-specific issue, please contact the business first with whom you have set up the mandate.
Who decides the amount I have to pay?
The business you are purchasing from or receiving services from determines the amount you owe under your commercial arrangement.
For example, if you enrolled in a ₹30,000 course in three instalments of ₹10,000, the business determines that payment schedule.
SlashCollect provides the payment infrastructure used to facilitate the collection.
Make sure you review your entire payment schedule properly.
Can SlashCollect change my payment amount?
No.
SlashCollect does not decide your course fee, subscription price, EMI, rent, membership fee, invoice amount, or other commercial charges.
If you want to change the amount you need to pay, please contact the business directly.
Can SlashCollect change my instalment plan?
No.
If you want to change:
The number of instalments
Instalment amount
Payment dates
Payment frequency
Remaining balance
Payment schedule
please contact the business directly.
The business is responsible for agreeing to and updating your payment arrangement.
Can I cancel my mandate?
SlashCollect does not control the commercial arrangement or decide whether your mandate should be cancelled. SlashCollect is a payment infrastructure and collection technology partner that enables businesses to collect payments through supported payment methods.
The business means the company, organisation, lender, institute, merchant, service provider, or other entity with whom you originally agreed to make the payment and set up the mandate.
For example, this could be your school, coaching institute, SaaS provider, lender, gym, landlord, or any other business from whom you are purchasing a product or service.
If you want to cancel a mandate, change the payment amount, modify instalments, change the payment schedule, cancel a subscription, or stop the underlying service, please contact that business directly first. They are responsible for your payment arrangement and the terms agreed with you.
SlashCollect does not decide your fees, instalments, subscription, EMI, refund, cancellation, or other commercial terms. We provide the payment infrastructure used by the business to facilitate collection.
I want a refund. Can SlashCollect refund me?
Refunds are generally related to the transaction or service provided by the business.
If you want a refund, cancellation, fee reversal, course cancellation, subscription cancellation or adjustment, contact the business directly.
SlashCollect provides the payment infrastructure used by the business and does not decide whether the underlying business transaction should be refunded.
I was charged the wrong amount. What should I do?
First, contact the business that requested the payment.
They can verify:
Your payment plan
Invoice
Instalment schedule
Amount due
Previous payments
Any applicable fees
If you believe that the transaction itself was unauthorised or fraudulent, you can also report the matter to SlashCollect at notifications@slashcollect.com.
I do not recognise a payment request from a business. What should I do?
Do not approve a payment or mandate that you do not recognise.
First, contact the business using its official contact details and verify why the payment request was generated.
If you still believe the request is suspicious, fraudulent or unauthorised, report it to:
notifications@slashcollect.com
Please include as much relevant information as possible so the matter can be investigated.
What if my business has stopped providing the service?
Please contact the business immediately and request clarification regarding your service and payment arrangement.
If you believe the business is acting fraudulently or operating improperly, you can also report the matter to SlashCollect at:
What if I think a business is committing fraud?
You can report suspected fraudulent or abusive activity involving a business using SlashCollect.
Please email:
notifications@slashcollect.com
Include relevant information such as:
Business name
Payment or mandate details
Date of the transaction
Amount involved
Screenshots or supporting documents
Why you believe the activity is fraudulent
We will review the information and take appropriate action based on the nature of the complaint and our role as a payment infrastructure provider.
What if a business is using SlashCollect for gambling or other prohibited activities?
Please report it immediately.
If you believe a business using the SlashCollect platform is involved in gambling, illegal activities, fraud, scams, misleading practices, prohibited goods or services, or other activities that may violate applicable laws or our terms, please contact:
notifications@slashcollect.com
Please provide the business name and as much supporting information as possible.
Why should I contact the business instead of SlashCollect?
In most cases, the business is the party that can actually resolve your request. Businesses are the merchants with whom you are getting your good or services from.
For example:
Want to change your instalment? → Contact the business.
Want to change the amount? → Contact the business.
Want to change the payment date? → Contact the business.
Want to cancel your course/subscription/service? → Contact the business.
Want a refund? → Contact the business.
Want clarification about your invoice? → Contact the business.
SlashCollect provides the infrastructure that helps facilitate the payment collection. The business controls the underlying customer relationship.
When should I contact SlashCollect?
You should contact SlashCollect when you need to report or raise a concern about the payment infrastructure or the conduct of a business using our platform, particularly in cases such as:
Suspected fraud
Unauthorised or suspicious payment activity
A business appearing to misuse the platform
Suspected gambling or prohibited activity
Email us at:
Is SlashCollect my lender, school, coaching institute, SaaS provider or merchant?
No.
SlashCollect may provide the payment infrastructure used by that business, but the business you are dealing with remains the provider of the underlying product or service.
For example, if you are paying a coaching institute through a SlashCollect-powered payment flow, the coaching institute is still responsible for your course, fees, refund policy, cancellation policy and student support.
What if my account was debited but the business says it did not receive the money?
Payment systems have specific processes for delayed, failed or reversed transactions. In some cases, the amount may be automatically reversed according to the applicable payment-system rules.
SlashCollect can assist with infrastructure-related investigation where applicable, but the bank and relevant payment participants may need to resolve the underlying transaction issue.
Email us at:
Is my payment information secure with SlashCollect?
Yes. Security is a core part of how SlashCollect is built and operated. We use secure, enterprise-grade infrastructure and work with trusted, RBI-regulated and authorised payment partners to facilitate payment collection.
Our payment ecosystem is built around RBI-regulated and authorised payment partners, along with providers that follow recognised security and compliance standards such as PCI DSS (Payment Card Industry Data Security Standard), ISO 27001 and SOC 2, wherever applicable to the service being provided. These standards are designed to protect payment data, systems, access controls and information security.
We follow a layered approach to security across the SlashCollect platform. This includes encrypted data transmission, controlled access to sensitive information, authentication and access controls, system monitoring, secure infrastructure, and regular security reviews.
We also do not store your UPI PIN, ATM PIN, card PIN, banking password, OTP, or other authentication credentials. These credentials are handled through the relevant bank, UPI app, card network, or payment provider. You should never share them with SlashCollect, the business, or anyone claiming to represent either of them.
Security is not something we check only once. We conduct quarterly security and infrastructure audits to review our systems, access controls, integrations, data handling, logs, and potential vulnerabilities. We also regularly verify our technology and payment partners to ensure that their relevant security and compliance requirements remain up to date.
Security is treated as an ongoing process rather than a one-time certification. Our aim is to continuously maintain secure infrastructure and protect the information processed through SlashCollect.
Still Need Help?
For questions about your service, subscription, loan, course, membership, instalment plan, invoice, refund or payment amount, please contact the business directly. For fraud reports, suspected prohibited activity, misuse of the SlashCollect platform, or concerns specifically related to SlashCollect’s payment infrastructure, email: notifications@slashcollect.com. We will review your request and assist where it falls within our role as the payment infrastructure and collection technology provider.
Important Disclaimer
SlashCollect acts as a payment infrastructure and collection technology partner for businesses. Some information on this page may vary depending on the payment method, bank, business, mandate type, applicable regulations, or changes to our services and Terms & Conditions. Payment charges, mandate processes, cancellation procedures and other requirements may differ by bank, payment network and business. For questions relating to your specific commercial arrangement, always contact the business directly. For the latest applicable payment or banking requirements, you should also refer to your bank and the relevant payment network.