Refund Policy

When you pay a merchant through Paynancial's payment gateway, payment links, or collection tools, the contract for the goods or services is between you and that merchant — not with us. Refund eligibility for a purchase is governed by the merchant's own refund or cancellation policy. Where a refund is approved by the merchant, we facilitate the return of funds through the original payment method.

Refunds are typically processed in the following situations:

• The merchant approves a refund request under their published return/cancellation policy.
• A payment was debited from your account but the merchant's order confirmation failed (a "failed transaction").
• You were charged more than once for the same order (a "duplicate transaction").
• A transaction is reversed following a chargeback ruling in your favour.

Once a refund is initiated, funds are returned to your original payment method within the timelines below. Actual crediting time also depends on your bank or card issuer.

If an amount was debited from your account but the merchant did not receive confirmation, the payment is automatically flagged for reconciliation. In most cases, the amount is auto-reversed to your original payment method within 5–7 business days without any action needed from you. If it isn't reversed automatically within that window, contact us with your transaction reference number.

If you believe a transaction was unauthorised or the merchant failed to deliver as promised and hasn't resolved it directly, you may raise a chargeback with your card issuer or bank. Once we receive a chargeback notification, we'll share relevant transaction evidence with the merchant, who has the opportunity to respond within the network's applicable timeline (typically 7–10 days). The card network or bank makes the final determination on the dispute.

Any payment gateway convenience fees, if separately charged and disclosed at checkout, are generally non-refundable even where the underlying order amount is refunded, unless required otherwise by applicable law or the specific merchant agreement. Digital goods or services explicitly marked non-refundable by the merchant at the time of purchase also fall outside standard refund eligibility.

1. Contact the merchant directly using the details on your order confirmation or receipt — most refund requests are resolved fastest this way.
2. If the merchant approves the refund but you don't see it processed within the timelines above, reach out to us with the transaction reference ID, date, and amount.
3. For failed or duplicate payments that haven't auto-reversed, email us at hello@paynancial.com with your payment proof and UTR/transaction ID.

Merchants using Paynancial are required to publish a clear refund and cancellation policy on their own website or checkout flow, and to process approved refunds through their Paynancial dashboard promptly. Merchants who fail to honour approved refunds may be subject to account review, settlement holds, or suspension under our Terms & Conditions.

For refund-related questions not resolved by the merchant, reach us at hello@paynancial.com.