Refund Policy

1. Scope of this policy

This Policy applies to payment transactions processed via the PayQuanta payment gateway and any related services provided by PayQuanta and its partners (such as PSPs, EMIs, banks and crypto service providers). It does not replace or override:

• Any terms and conditions agreed between the merchant and its customers;
• Any legal or regulatory rules imposed by banks, EMIs or card schemes; or
• Any separate contractual arrangements between the merchant and PayQuanta.

If there is a conflict between this Policy and mandatory law or card scheme rules, the latter will prevail.

2. Definitions

For clarity in this Policy:

• “PayQuanta” means the payment gateway and services operated by Quanta Soft Ltd.
• “Merchant” means the business that sells goods or services and uses PayQuanta to accept payments.
• “End-customer” means the individual or entity paying the Merchant.
• “Refund” means a reversal of a successfully captured transaction, initiated by the Merchant or by a partner institution in line with applicable rules.
• “Chargeback” means a dispute raised by a cardholder or issuing bank via card scheme rules.

3. General principles

• Refunds are generally initiated and authorised by the Merchant, not by PayQuanta directly.
• PayQuanta acts as a technical and operational gateway between Merchants and financial institutions.
• Refunds must always follow applicable laws, card scheme rules and partner bank/EMI policies.
• Where PayQuanta is required by a partner institution or a regulator to process a refund, it will do so even if this differs from the Merchant’s preference.

4. Refund eligibility

Refunds may be issued in (but are not limited to) the following cases:

• The Merchant has cancelled the order or service and authorised a refund.
• The Merchant has confirmed that goods/services were not delivered or could not be provided.
• A duplicate transaction has been identified.
• There has been a clear operational error (for example, the wrong amount was charged).

The decision to approve or decline a refund request is primarily the responsibility of the Merchant, subject to card scheme rules, partner bank/EMI rules and applicable law.

5. Non-refundable transactions

Certain transactions may not be eligible for a refund, including but not limited to:

• Transactions explicitly marked as non-refundable in the Merchant’s terms and conditions;
• Transactions for services already consumed or fully delivered;
• Transactions outside the time window permitted by card schemes or partner banks/EMIs;
• Transactions linked to suspected fraud or AML concerns, where funds may be blocked or frozen.

In all cases, the Merchant’s own refund policy and the applicable legal/regulatory framework will apply.

6. Chargebacks and disputes

End-customers may raise disputes through their issuing bank (card chargebacks or equivalent mechanisms for other payment methods). In these cases:

• The dispute is processed according to the relevant card scheme / payment method rules;
• PayQuanta and/or its partners may provide information and documentation to support the Merchant;
• Final decisions on chargebacks are made by the schemes and/or issuing banks, not by PayQuanta.

Merchants remain responsible for responding to disputes in a timely and accurate manner and for maintaining appropriate evidence of transactions and delivery.

7. How to request a refund

End-customers who wish to request a refund should first contact the Merchant directly using the contact details provided on the Merchant’s website or invoice.

Merchants who wish to initiate a refund through PayQuanta should:

• Log in to their PayQuanta or partner portal (where applicable), or
• Contact their usual PayQuanta relationship/contact person, or
• Email the PayQuanta support team using the designated support address.

In all cases, the following details are usually required: transaction ID, transaction date, amount, currency, card/BIN or APM details (where permitted), and a clear reason for the refund.

8. Processing times

Once a refund has been properly authorised and initiated, the time needed for the funds to reach the end-customer will depend on the payment method and the financial institutions involved. As a general indication:

• Card refunds: typically 3–10 business days after processing;
• Bank transfers: typically 1–5 business days after processing;
• Alternative payment methods: subject to the rules of the specific method;
• Crypto-related flows: subject to on-chain confirmations and partner policies.

These timeframes are indicative and outside the direct control of PayQuanta.

9. Currency, fees and partial refunds

• Refunds are generally processed in the same currency as the original transaction.
• Any exchange rate differences or conversion fees applied by banks, EMIs or card schemes are not controlled by PayQuanta and may affect the final amount received by the end-customer.
• Transaction fees, scheme fees or other costs may not always be refundable; this depends on the agreements between the Merchant and its partners.
• Partial refunds may be possible, subject to the rules of the payment method and the Merchant’s instructions.

10. Compliance, AML and risk considerations

PayQuanta and its partners are required to comply with anti-money laundering (AML), counter-terrorist financing (CTF) and other regulatory obligations. In some cases this may affect if, how and when a refund can be processed.

• Refunds may be delayed or blocked if a transaction is under review by a bank, EMI or authority.
• Additional information may be requested from the Merchant or the end-customer to complete due diligence checks.
• Where required by law or regulation, funds may be frozen or transferred according to the instructions of a competent authority.

11. Changes to this Policy

PayQuanta may update this Refund Policy from time to time, for example to reflect changes in law, card scheme rules or operational practices. The “Last updated” date at the top of this page will indicate when the Policy was most recently revised.

In the event of material changes, we may also inform Merchants through their usual communication channels.