Refund Policy

1. Definitions

• Merchant: A business user of DjetPay that issues invoices and receives payments from its customers.
• Payer/Customer: The individual or entity paying a merchant's invoice through DjetPay.
• Subscription Fees: Fees charged by DjetPay to merchants for use of paid plans.
• Processing Fees: Payment processing and platform fees applied to transactions as described in our Payment Disclosure.

2. Subscription Fees (DjetPay)

• Billing and Renewal. Paid plans are billed in advance and renew automatically until canceled, per the Subscription Agreement.
• Cancellation. You may cancel at any time effective at the end of your current billing period. Access continues through the period already paid.
• Refunds for Subscription Fees. Unless required by law, subscription fees already paid are non-refundable. In limited cases of documented service-wide outage or duplicate billing attributable to us, we may issue a pro-rated credit at our discretion.
• Trials and Promotions. Charges incurred after a trial or promotion are non-refundable unless the promotion explicitly states otherwise.

3. Invoice Payments (Your Customers)

Refunds for invoice payments made by your customers are generally governed by the merchant's policy. DjetPay provides tools to initiate refunds through the payment processor when appropriate.

• Merchant-Initiated Refunds. Merchants can request full or partial refunds via their dashboard, subject to processor limits and timing.
• Processor Constraints. Some payment methods (for example, ACH) have settlement and return windows that affect refund availability and timing.
• Communication. Merchants are responsible for communicating their refund policy to customers and for compliance with applicable law.

4. Refund Eligibility

• Unauthorized or duplicate charges attributable to us or the processor.
• Non-receipt of services where the merchant confirms non-fulfillment.
• Compliance reasons (for example, prohibited use, risk, or legal requirements).

Eligibility does not guarantee a refund. We may request documentation to evaluate your claim.

5. How to Request a Refund

1. For Subscription Fees: Contact DjetPay billing at billing@djetpay.com with your account email, invoice number, and reason for the request.
2. For Invoice Payments: Contact the merchant directly using the contact details on your invoice or receipt. If you cannot reach the merchant, contact us with your payment intent/transaction ID and we will attempt to facilitate a resolution.

We respond to refund requests as promptly as possible and typically within 7 business days.

6. Refund Timing and Delivery

• Card Payments: Approved refunds are typically returned to the original payment method within 5 to 10 business days after the processor issues the refund. Your card issuer controls final posting.
• ACH Payments: ACH refunds may take 5 to 10 business days after settlement, subject to ACH return windows and bank processing times.
• Other Methods: Timing varies by method and region; certain methods may not support refunds once settled.

7. Non-Refundable Items and Fees

• Processing fees charged by payment processors once a charge has settled.
• Platform or application fees identified as non-refundable in our Payment Disclosure or invoice.
• Third-party or pass-through costs incurred on your behalf.
• Charges outside processor refund windows.

8. Chargebacks and Disputes

If a payer disputes a charge with their bank or card issuer, the processor opens a chargeback or dispute case. You must respond within the time frames set by the processor or issuer. Excessive disputes may result in fees or account action as described in our Terms of Service.

9. Partial Refunds

Where supported by the processor, merchants may issue partial refunds. In such cases, non-refundable fees may be deducted first, and the remaining amount returned to the payer.

10. Currency, Taxes, and Exchange

Refunds are generally issued in the original transaction currency to the original payment method. Exchange rates and fees are determined by the processor, card network, or your financial institution. Taxes are refunded where required by law and subject to processor capabilities.

11. Abuse Prevention

We reserve the right to refuse or revoke refunds in cases of abuse, fraud, or violation of our Terms of Service, or where required to comply with law, sanctions, or network rules.

12. Changes to this Policy

We may update this policy from time to time. Material changes will be communicated as required by law. Your continued use of the Services after the effective date indicates acceptance of the updated policy.

13. Contact