Legal
Last updated: 29 August 2026 · Draft for legal review.
This policy explains how refunds, failed transactions, and chargebacks are handled on Paytrance, and how a merchant may cancel their agreement with us. Individual merchants may set their own customer-facing refund terms for the goods or services they sell; this policy covers the payment-processing layer only.
If a payment is debited from a customer but not successfully credited to the merchant due to a technical failure, the amount is automatically reversed to the original payment method, typically within [X] working days, without requiring a manual request.
Merchants can initiate a refund to a customer through the dashboard or API for any settled transaction, subject to the payment method's own refund window (e.g. card network refund windows). Refunded amounts are debited from the merchant's Paytrance balance or next settlement.
Where a customer disputes a transaction with their card issuer or bank, Paytrance will notify the merchant and share the evidence required to contest the chargeback within the network's timeline. Unresolved or lost chargebacks are debited from the merchant's balance or settlement.
Refunds on cross-border collections are processed in the original transaction currency where possible. FX movements between the original collection and the refund date are not charged additionally to the merchant beyond the standard conversion markup.
You may request closure of your Paytrance account by writing to support@paytrance.com. Closure is subject to settlement of any pending transactions, refunds, or chargeback liabilities, and completion of any regulatory record-keeping obligations.
Questions about a specific refund or chargeback can be sent to support@paytrance.com.