Refund Policy

This Refund Policy explains how refund requests are handled for payments processed through PayCores hosted checkout. PayCores acts as the payment processor; the underlying refund eligibility is determined by the merchant whose goods or services the customer purchased.

1. Who issues refunds

PayCores does not directly determine whether a particular purchase is eligible for refund. Refund eligibility, timing, and amount are decided by the merchant from whom the customer purchased. PayCores processes the refund instruction submitted by the merchant through our payment infrastructure.

If you are a customer seeking a refund for goods or services purchased through a merchant using PayCores, you should first contact the merchant directly. The merchant's contact information is generally displayed on the page from which you initiated the purchase, or in the order confirmation email.

2. How to request a refund through PayCores

If you have been unable to reach the merchant or if the merchant has confirmed your refund and you need help locating the transaction, you can contact PayCores support:

• Email: [email protected]
• Include the PayCores order ID (begins with pco_) if you have it, otherwise the email used at checkout and the approximate transaction date.
• State whether you have already contacted the merchant and what response (if any) you received.

3. Refund processing timelines

Once a refund is authorized by the merchant and submitted to PayCores, processing time depends on the original payment method:

• Credit and debit cards: 5–10 business days for the refund to appear on the cardholder's statement, depending on the issuing bank.
• Digital wallets: Generally 1–3 business days, depending on the wallet provider.
• Local bank transfer rails: Refund handling varies by country and rail; typically 3–10 business days. Some local rails do not natively support refunds, in which case the merchant may arrange an alternative settlement directly with the customer.
• Digital asset settlements: Settled on-chain transactions are generally non-reversible; the merchant may arrange an alternative settlement.

4. Partial refunds

Where supported by the originating payment method, partial refunds are permitted. The merchant determines the partial refund amount; PayCores processes the instruction as submitted.

5. Chargebacks and disputes

If a card chargeback or wallet dispute is initiated against a transaction, that chargeback supersedes any pending refund request. The card network or wallet provider's dispute process controls the outcome. PayCores cooperates fully with chargeback and dispute proceedings and provides the merchant with the evidence necessary to respond.

Customers are encouraged to attempt resolution with the merchant and PayCores support before initiating a chargeback, as chargebacks may take longer to resolve and may affect the merchant's ability to accept payments from the customer in the future.

6. Non-refundable items

Certain types of digital goods are inherently non-refundable once delivered, including but not limited to:

• Digital credits or tokens that have already been consumed.
• Subscription periods that have already elapsed.
• Custom or personalized digital outputs that have already been generated and delivered.

The merchant's own terms of service will specify which items are non-refundable. Customers should review the merchant's terms before purchase.

7. Fraudulent or unauthorized charges

If you believe a charge was made on your payment method without your authorization, contact PayCores support immediately. We will work with you and the merchant to investigate. Suspected fraud cases are escalated to the underlying acquirer and may also be reported to relevant authorities.

8. Contact

For all refund-related inquiries: [email protected]

For general contact information, see our Contact page.