This Refund and Cancellation Policy (“Policy”) explains the circumstances under which Paymerch LLC (“Company,” “we,” “our,” or “us”), may cancel, reverse, refund, reject, or investigate a transaction initiated through the Services. This Policy supplements the Company’s Terms and Conditions and Privacy Policy and does not limit rights that cannot be waived under applicable law.
1. Right to Cancel
- You may request cancellation while a transaction remains capable of being stopped. Whether a transaction can be canceled depends on its status, the payment and payout rails used, applicable law, and whether funds have already been paid out, deposited, delivered, converted, or otherwise completed.
- For a transaction that qualifies as a remittance transfer under applicable U.S. law, the cancellation rights and deadlines disclosed on the applicable transaction receipt or prepayment disclosure will control.
2. How to Request Cancellation
- Contact [email protected] or +1 (505) 630-0042 and provide your full name, transaction reference number, transaction date and amount, and reason for the request.
- A request is not effective merely because it was submitted; the Company must be able to identify and stop the transaction, except where applicable law provides otherwise.
3. Eligible Refund Scenarios
- Duplicate charge or duplicate transaction caused by a verified processing error.
- Failed transaction where the transfer cannot be completed and funds are returned or recoverable.
- Unauthorized transaction where investigation determines a refund or correction is required under applicable law.
- Transaction canceled or rejected before completion because of compliance, sanctions, fraud, or regulatory requirements, subject to applicable law and the status of the underlying payment.
- Verified technical or processing error that results in an incomplete or incorrect transaction.
4. Transactions Generally Not Refundable
- Funds have been successfully delivered to the intended recipient or destination and no statutory refund/error right applies.
- The sender provided incorrect recipient, bank, mobile-money, wallet, or other destination information and the transaction cannot be recovered.
- The transaction was properly authorized and completed, and no applicable consumer-protection right requires a refund.
- A delay results from a bank, payment network, payout provider, compliance review, recipient institution, or event outside the Company’s reasonable control and does not independently create a refund right.
- Exchange-rate movement occurs after a transaction is properly confirmed, except where applicable law requires otherwise.
5. Fees and Exchange Rates
- Whether transaction fees are refundable depends on applicable law, the transaction status, and the disclosures presented before authorization.
- Where currency conversion has occurred, the amount returned may be affected by applicable legal requirements, reversal mechanics, exchange-rate treatment, and third-party charges. The Company will not apply this section in a manner that reduces non-waivable statutory refund rights.
6. Refund Method and Timing
- Approved refunds will generally be returned to the original funding method where operationally possible and legally appropriate.
- Card refunds are subject to the payment processor, acquiring bank, card network, and issuing bank. Bank/ACH refunds are subject to the applicable banking rails. The Company will comply with any refund deadline required by applicable law; otherwise, processing times may vary by provider and financial institution.
7. Card Disputes and Chargebacks
- If you believe a card transaction is incorrect or unauthorized, contact the Company promptly. You retain any dispute or chargeback rights provided by applicable law and card-network rules.
- The Company may investigate a chargeback or dispute and may temporarily restrict an account where reasonably necessary for fraud prevention, security, or risk management. Knowingly submitting a false or fraudulent chargeback may result in account restriction or termination.
8. ACH Returns and Bank Disputes
ACH or bank-funded transactions may be subject to return, reversal, or dispute rights under applicable law and network rules. A returned funding transaction may cause the related transfer to be canceled or may create an amount owed to the Company where legally permitted.
9. Compliance and Fraud Reviews
Transactions may be delayed, rejected, or held while the Company or its service providers conduct identity, sanctions, AML, fraud, or risk reviews. Refund handling during such a review depends on applicable law, the transaction status, and instructions or restrictions imposed by regulated financial partners.
10. Brale-Enabled Transactions
Where Brale services are used, transaction processing, account functionality, or reversals may also be subject to the applicable Brale End User Agreement and Brale operational or regulatory requirements. This Policy does not amend or replace the Brale End User Agreement.
11. Consumer Protection and Remittance Rights
Certain transactions may carry additional cancellation, refund, receipt, and error-resolution rights under federal or state law. Where required, the Company will provide transaction-specific disclosures and procedures. If this Policy conflicts with a mandatory consumer-protection requirement, the mandatory requirement controls.
12. How to Request a Refund or Report an Error
- Support Email: [email protected]
- Support Telephone: +1 (505) 630-0042
- Include your full name, transaction reference number, transaction date, amount, and a description of the issue. Additional verification may be required where permitted by law.
13. Changes to This Policy
We may update this Policy from time to time. The current version will be posted with a revised effective date. Notice of material changes will be provided where required by law.
14. Contact Information
- Paymerch LLC
- Privacy/Support Email: [email protected]
- Telephone: +1 (505) 630-0042
- Website: https://paymerch.us/