Refund & Dispute Policy
Know what to prepare when you question a charge, request a review or need help identifying the responsible provider.
Draft for legal and language review before publication.
Separate fee and payment issues
Provide relevant references
Provider terms still apply
Scope of this policy
This draft separates PayZure service-fee questions from payments a customer makes to a merchant. Payment refunds and chargebacks are governed by the merchant, bank, card network or payment provider as applicable. PayZure coordination does not itself authorize reversal of those funds.
Requests that may be reviewed
You may ask the team to review a suspected duplicate or incorrect platform charge, a service problem or a question about unused credit. Eligibility depends on the applicable offer and agreement. An error, unused balance or application rejection does not automatically establish a refund entitlement.
How to contact the team
Use the contact page to describe the issue. Include your authorized contact email, merchant or application reference, charge or transaction reference where available, date, amount, currency and the reason for your request. Do not send passwords or API secrets.
Supporting information
Keep the relevant invoice, service record and provider reference. Share only necessary, redacted evidence through a suitable secure channel agreed with the team. Do not put full card numbers, identity documents or unrelated personal information in a public message.
Review and outcome
A review needs to identify the charge, compare relevant records and distinguish a platform issue from a provider payment issue. The applicable agreement determines any remedy. Confirmation that your message was received is not approval of a refund or a promise of automatic credit.
Merchant payments and provider disputes
For an order refund, first contact the merchant or the responsible provider. Bank or card disputes may follow separate procedures and deadlines. Contact the relevant party promptly. PayZure can help clarify the connection context but cannot guarantee a provider’s decision.
Timing, method and currency
Review and return times depend on the issue, provider and payment method. Any approved amount, fees, exchange-rate treatment and return method must be confirmed under the applicable terms. This draft does not promise a fixed deadline, amount or refund to a different recipient.
If the issue remains unresolved
Contact the team with the original reference, prior response and any additional facts for clarification. A provider’s complaint channel or a competent authority may be relevant depending on the service. Keep your records and follow applicable deadlines; specific escalation steps must be confirmed for the service.
Contact our teamHave a question?
Talk to us about your data, account or the terms of a service.