Effective date: May 11, 2026. Payeer provides payment gateway technology and related services. This policy explains refunds for fees you pay to Payeer (for example, subscription, setup, or platform fees if applicable to your plan). It does not replace dispute rules of banks, card schemes, or wallet providers, and it does not govern refunds between you and your own customers—that remains your responsibility unless otherwise required by law.
When a refund may be considered
Subject to verification, we may approve a refund or account credit for Payeer fees in situations such as:
1. Duplicate charge
The same Payeer fee was billed more than once in error.
2. Service not activated
You paid for a specific paid feature or onboarding package that we did not provision due to an error on our side.
3. Material billing error
The amount charged materially differs from the price agreed in writing for the same billing period, and the difference is not explained by usage-based pricing.
4. Required by law
Where local consumer or payment regulations mandate a right of withdrawal or refund, we will comply with those rules.
End-customer payments
Funds collected from your buyers through payment networks are generally settled according to network and partner rules. Refunds to your customers are typically initiated by you (or automatically via your integration) through the same payment rails. Payeer does not guarantee the outcome of third-party reversal or chargeback processes.
Non-refundable cases
We usually cannot refund Payeer fees when:
- The service was delivered and used as described in your plan
- The request is made after any statutory cooling-off period has expired (where applicable)
- The issue results from incorrect configuration, downtime of your own systems, or force majeure outside our control
- A refund is requested for abusive or fraudulent reasons, or to evade legitimate charges
- Disputes concern only a disagreement between you and your customer, without a billing error by Payeer
How to request a refund
Step 1 — Contact support
Email or message us using the contact details in the site footer, with the subject line “Refund request”.
Step 2 — Include details
Provide your account email, invoice or transaction reference, date of charge, amount, and a short explanation. Screenshots or PDF invoices help us review faster.
Step 3 — Review
We will confirm receipt and may ask follow-up questions. Complex cases may require coordination with our finance or risk teams.
Step 4 — Outcome
If approved, we will process the refund to the original payment method where possible, or apply account credit if that method is unavailable. If declined, we will explain the reason.
Processing time
Internal review typically completes within several business days. After we issue a refund, your bank or card issuer may take additional time to post it to your account.
Important notes
- Keep records of agreements and invoices to speed up review
- Chargebacks filed with your bank should be a last step after contacting us, to avoid duplicate recovery
- Repeated misuse of refund requests may lead to account review or closure
Fair usage
We aim to resolve requests consistently and fairly, based on evidence and these guidelines. This policy may be updated; the version on this page applies at the time we process your request unless law requires otherwise.
Contact
For refund questions, use Contact or the support email shown in the footer.