Refund Policy

1. Policy Scope

This Refund Policy applies to merchants using FinvyPay payment infrastructure, including high-risk and low-risk processing programs. It covers platform fees charged by FinvyPay and explains how end-customer payment refunds are handled through supported payment methods.

2. Merchant Service Fees

Unless explicitly stated in your signed agreement, onboarding fees, setup fees, rolling reserve-related fees, monthly platform fees, and gateway usage charges are non-refundable. High-risk merchant infrastructure requires underwriting, monitoring, and compliance operations that are billed regardless of transaction volume.

3. Transaction Refunds to End Customers

Merchants are responsible for their own customer refund decisions and timelines. FinvyPay provides API and dashboard tools to submit refunds where supported by the payment method and acquirer.

• Refund approval depends on acquirer, processor, and scheme rules.
• Original processing fees may be non-refundable.
• Partial or full refunds may be allowed depending on method capabilities.
• Cross-border or high-risk verticals can have longer settlement and refund cycles.

4. High-Risk Business Clarification

For high-risk merchants, refunds, reversals, and chargebacks are subject to stricter controls from acquiring banks, card schemes, and compliance partners. FinvyPay does not guarantee refund acceptance or timing where external financial institutions impose additional review, reserve, or risk controls.

5. Chargebacks and Disputes

A refund and a chargeback are different processes. If a customer files a dispute through their bank, chargeback rules override standard refund flow. Merchants remain responsible for evidence submission, dispute fees, and outcomes set by the acquiring ecosystem.

6. Exceptional Refund Cases

In limited cases, FinvyPay may issue credits or fee adjustments at its discretion for proven billing errors caused directly by FinvyPay systems. Requests must include transaction references, timestamps, and supporting records.

7. Contact for Refund Questions

For refund policy questions or billing review requests, contact us at admin@finvypay.com with your merchant ID and order or transaction references.