Scope
This policy covers refunds of transactions processed through FalconPay's gateway. The merchant of record for any end-customer transaction is our merchant, not FalconPay. Refund eligibility is governed first by the merchant's own customer policy, then by applicable consumer-protection law, then by the rules of the underlying payment rail.
Refund Eligibility
Refunds are processed according to:
- The original payment method — refunds return to the instrument used for the original transaction wherever technically possible.
- Applicable regional consumer-protection regulations — for example, GDPR and PSD2 in the EU, CCPA where relevant, local consumer-protection codes in LATAM and India.
- The commercial terms agreed between the end customer and the merchant of record.
- Card scheme rules (Visa, Mastercard, Amex, local schemes) where the original transaction was on a card rail.
Processing Timelines by Rail
Refund processing time varies materially by the underlying rail. Typical timelines:
| Rail | Typical refund timing |
|---|---|
| Card (Visa / Mastercard / Amex) | 3–10 business days to customer statement |
| UPI (India) | Usually same-day to T+1; longer for bank-initiated reversals |
| PIX (Brazil) | Typically within minutes of initiation |
| SEPA Credit Transfer | Same day or next business day (SCT Inst: seconds) |
| SPEI (Mexico) | Minutes to hours, same business day |
| Cash rails (OXXO, PagoEfectivo, Rapipago) | Not refundable on the original rail; alternative payout arranged |
| Stablecoin / crypto | As fast as on-chain settlement allows, typically minutes |
Where the original rail does not support refunds (typical for cash rails), an alternative payout path is arranged with the customer — usually a bank transfer to a verified account.
Disputes and Chargebacks
Where a customer initiates a formal chargeback or reversal request through their bank or card issuer, FalconPay handles representment on behalf of the merchant where appropriate. Merchants are expected to:
- Maintain clear records of the transaction, service delivered, and customer acknowledgement.
- Respond promptly to dispute-response requests from our operations team.
- Honour final arbitration decisions from card schemes or rails.
Our in-house dispute team specialises in gaming, forex, and high-risk representment, with evidence packs tuned to each scheme's documentation requirements.
Fraudulent or Unauthorised Transactions
Transactions flagged as fraudulent are refunded to the original payment method as quickly as the rail allows, typically without requiring action from the merchant. Where a chargeback rate or fraud pattern suggests a systemic issue, our risk team works with the merchant on prevention controls.
How to Request a Refund
End customers requesting a refund should contact the merchant they transacted with directly — the merchant is responsible for decisioning and initiating the refund. Where a customer cannot reach a merchant or the merchant has ceased operations, contact [email protected] with transaction details.
Refund and dispute queries: [email protected]