Refund, Reversal & Chargeback Policy

This Refund, Reversal & Chargeback Policy (“Policy”) governs all payment transactions processed through Paysecure Ltd (“Paysecure”, “the Platform”, “Technology Service Provider”, “we”, “us”, “our”). Paysecure provides the technology platform through which payment transactions are processed by the licensed payment service provider. The policy is designed to ensure transparency, fairness, and compliance with applicable laws and regulations.

1.  Scope of Policy

This Policy applies to:

• Card payments (Visa, Mastercard, Verve, )
• Bank transfers & virtual account payments
• Wallet-based transactions
• Alternative Payment Methods (APMs)

2.  General Principles

• Once a transaction is successfully authorised and settled, it is deemed final unless reversed or refunded in accordance with this Policy.
• Refunds are initiated only by the Merchant, not by the Customer directly with the Platform.
• The PSP does not provide cash refunds under any circumstances.

3.  Eligibility for Refund

A refund may be processed only under the following conditions:

4.  Refund Processing Time

Timelines are subject to issuing bank and network processing rules.

5.  Refund Workflow

1. Customer requests refund from Merchant.
2. Merchant submits refund request via the Paysecure Platform dashboard or API.
3. The request is validated through the Platform, and the licensed PSP processes the PSP validates the
4. Refund is processed to the original payment source only.
5. Confirmation is shared with Merchant.

6.  Partial Refunds

• Partial refunds are supported only where the merchant system supports itemised refunds.
• Each partial refund is treated as an independent transaction.

7.  Chargebacks & Disputes

• Customers may initiate disputes directly with their issuing bank.
• Chargeback processing timelines and penalties are governed by card scheme rules.
• The licensed PSP reserves the right to debit the merchant settlement account for:
  • Chargeback amount
  • Scheme penalties
  • Investigation fees

8.  Reversals

A reversal occurs when a transaction is cancelled before settlement.

9.  Merchant Obligations

Merchants must:

• Display their own refund policy clearly on their own website.
• Respond to refund requests within 48 hours.
• Balance in their merchant accounts with their acquiring banks for refund processing.

10.  Non-Refundable Transactions

Refunds will not be processed for:

• Cash withdrawals
• Cryptocurrency transactions
• Transactions older than 180 days
• Services already fully delivered

11. Right to Withhold Refunds

The licensed PSP may withhold refunds if:

• Merchant account is under investigation
• There is suspicion of fraud or misuse
• Regulatory or legal hold is placed on the account

12.  Amendments

This Policy may be amended at any time to comply with regulatory, banking or scheme requirements. Contact us if you have any further questions.