At checkout, choose UPI and enter your Kiwi UPI ID. It ends in ###@goaxb###.

You will get a request in the Kiwi app. Open it, check the amount, and enter your UPI PIN to pay.

You can find your UPI ID in the ###Profile### section of the app.

There is a separate limit on credit card payments to small merchants. See the article on small shop declines below.

Making payments

There is a limit set by NPCI on how much you can pay small merchants using a credit card on UPI.

What you can do

This is a limit applied across UPI, not something set by Kiwi.

If none of these apply, write to us from the ###Need Help### section of the app with the date, amount and merchant name.

Some merchants do not accept credit card payments on UPI, and some stop accepting them once they reach a limit set by their own bank.

In these cases you can pay from a linked bank account instead.

When a payment does not complete and the amount has been debited, it is credited back to you automatically within 7 working days.

Please check your card statement to confirm the credit.

If it has not come back after 7 working days, raise a concern on that transaction from ###Transaction History### in the app, or write to us from the ###Need Help### section.

A pending payment usually settles within 48 hours.

If it settles as failed, the amount is credited back to you automatically within 7 working days.

If you ended up paying the merchant twice, see the article on duplicate payments below.

When a payment does not go through

Raising a dispute is the right step in two situations:

For anything else, a dispute is not the fastest route. This includes a payment you made twice, a refund you are waiting on from a merchant, and an order you have cancelled.

In those cases, write to us from the ###Need Help### section of the app and we will point you to the right path.

Please check with the merchant first. Confirmation on their side is often delayed, and the payment reaches them shortly after.

If the merchant confirms they still have no record of it, raise a concern on that transaction:

You will get an update within 7 working days.

You can also write to us from the ###Need Help### section of the app and we will raise it for you.

Once a payment has been processed it cannot be cancelled or reversed.

Please contact the merchant or the person you paid. They can refund you directly.

If the payment was not made by you, contact your card issuing bank straight away. Their numbers are in the ###Closing your card### section.

Please contact the merchant or the person you paid and ask them to return the extra amount. A duplicate payment is refunded by the person who received it.

If they do not respond, write to us from the ###Need Help### section of the app with both transaction references and we will look into it.

A chargeback is raised with the bank that issued your card, after a concern raised in the app has not resolved the issue.

Please write from the email address registered on your card account, and include the transaction date, amount and merchant name.

Refunds and disputes

Yes. International payments are supported, but they are switched off by default.

You can switch them on from your card issuing bank's own app or by calling them. For the AU Bank KOSMO Credit Card you can also do this from ###Card management### in the Kiwi app.

A foreign exchange markup and GST apply. The rate is set by the bank that issued your card:

Full details are in your bank's most important terms and conditions.

Why was my payment to a small shop declined?