Refund & Cancellation Policy

1. Subscription Cancellation

You may cancel your PayServ subscription at any time by submitting a cancellation request via your account dashboard or by emailing billing@payserv.com.

Cancellations take effect at the end of your current billing period. Your access to the platform will remain active until the end of the period for which you have already paid.

2. Refund Eligibility

PayServ subscription fees are generally non-refundable. Refunds may be granted at PayServ's sole discretion in the following circumstances: (a) a documented platform outage exceeding 99.9% SLA downtime thresholds during the billing period; (b) a billing error resulting in an overcharge; or (c) cancellation within 14 days of initial subscription commencement (new accounts only).

Usage-based transaction fees that have already been incurred are non-refundable in all circumstances.

3. How to Request a Refund

To request a refund, email billing@payserv.com with: your account name and registered email; the invoice number in question; a description of the reason for your refund request; and any supporting documentation.

Refund requests must be submitted within 30 days of the relevant invoice date. Requests submitted after this period will not be considered.

Approved refunds will be processed to the original payment method within 5–10 business days.

4. Trial & Sandbox Accounts

Sandbox and trial accounts are provided free of charge and are not subject to refund considerations. Trial accounts that convert to paid subscriptions are subject to the standard refund policy from the date of conversion.

5. Downgrade & Plan Changes

You may downgrade your subscription plan at any time. Downgrade changes take effect at the start of your next billing period. Credits or refunds will not be issued for mid-cycle downgrades.

Upgrades take effect immediately and are billed on a pro-rata basis for the remainder of the current billing period.

6. End-Consumer Transaction Refunds

PayServ is a software platform and ISV middleware provider — not a payment processor or money transmitter. PayServ does not hold merchant funds or consumer payments at any stage of a transaction.

When a buyer (end-consumer) requests a refund for a transaction processed through a Sub-Merchant using the PayServ platform, the following process applies:

(a) The buyer contacts the Sub-Merchant directly to initiate a refund request. (b) The Sub-Merchant initiates a refund through their downstream Payment Service Provider (PSP) dashboard, API, or through the PayServ Refund API endpoint if integrated. (c) The PSP processes the refund and returns funds to the buyer's original payment method within the PSP's standard refund timeframe (typically 5–10 business days depending on the card network and issuing bank).

PayServ does not have the ability to initiate, approve, or deny consumer-facing transaction refunds. All refund authority rests with the Sub-Merchant and their PSP relationship. For support in locating transaction IDs needed for refund initiation, contact support@payserv.com.

7. Chargeback Disputes

A chargeback occurs when a buyer's card-issuing bank reverses a transaction at the buyer's request. Chargebacks are governed by the card network rules (Visa, Mastercard, Discover, Amex) and are managed between the Sub-Merchant, their acquiring PSP, and the card network.

To initiate a chargeback response or representment, the Sub-Merchant must: (a) Log in to their PSP dashboard and locate the chargeback notification within the PSP's stated response window (typically 7–20 days from notification). (b) Gather supporting transaction evidence including: order receipts, delivery confirmations, customer communications, PayServ API transaction logs (available from the PayServ dashboard or by emailing support@payserv.com). (c) Submit the representment package directly through the PSP's dispute resolution portal.

PayServ maintains API transaction logs for 90 days. Sub-Merchants may request a transaction evidence export (CSV or JSON) by contacting support@payserv.com. Log exports include: transaction ID, UTC timestamp, routing PSP, HTTP status, response code, and idempotency key. They do not include cardholder PAN, CVV, or expiry.

8. Contact

For billing enquiries or PayServ subscription refund requests: billing@payserv.com

For consumer refund support or transaction evidence: support@payserv.com

Our billing and support teams operate Monday to Friday, 9am–6pm ET.