Payou

Legal and compliance information

Refund & Cancellation Policy

Last Updated: July 19, 2026

1. TECHNICAL PLATFORM FEES AND SETUP ONBOARDING

This Refund & Cancellation Policy governs the technical fee structure applied between PAYOU LTD ("PAYOU") and integrated commercial business accounts ("Merchants").

As PAYOU LTD functions strictly as a provider of digital technical software, API aggregations, and specialized smart routing licenses, all software usage margins, monthly infrastructure access fees, and onboarding setup payments (Setup Fee / Onboarding Fee) are fully earned upon service execution and activation. Therefore, all onboarding configuration fees, custom technical API deployments, and software integration costs are STRICTLY NON-REFUNDABLE AND NON-CANCELLABLE under any circumstances once the technical profile activation has been executed.

2. END-CUSTOMER TRANSACTION REFUNDS (FOR MERCHANTS)

All refunds concerning transactions executed by the end-customers on the Merchant's integrated commercial domains are governed strictly by the following technical parameters:

  • a) The Merchant retains sole legal and commercial responsibility for defining, uploading, and managing its own customer-facing Refund and Cancellation framework on its sales platform.
  • b) If a Merchant triggers a customer refund request via the PAYOU API, dashboard panel, or webhooks, the execution is dependent on the technical liquidity availability within that specific underlying merchant identification account (MID) at the partner acquiring bank.
  • c) Original technical transaction processing margins, network fix costs, and network clearing fees captured during the initial successful consumer transaction are non-refundable by our partner networks and will not be refunded or credited back to the Merchant during refund executions.
  • d) Executing an automated or manual refund via the API may incur fixed system processing costs (e.g., standard external processing network fees up to 10 USD per refund invocation) as outlined in the Merchant's specific fee table.

3. FINTECH RISK DISCLAIMER & CHARGEBACK MANAGEMENT

Merchants are strictly prohibited from utilizing refunds as an intentional mechanism to evade legitimate card scheme monitoring parameters or manipulate structural chargeback thresholds defined by Visa and MasterCard rules.

If an end-customer initiates an official dispute or chargeback request through their credit card issuing bank, the partner acquiring banks apply a fixed administrative chargeback penalty fee (ranging from 70 USD to 100 USD per dispute occurrence, depending on the route corridor). The Merchant assumes full, unconditional, and absolute financial liability to settle all chargeback penalties, scheme fines, and lost transaction balances immediately.

PAYOU LTD and its third-party clearing partner systems maintain an absolute legal right to instantly freeze corporate dashboards, hold clearing settlement volumes, or automatically debit any accumulated reserve balances to fully cover potential chargeback liabilities, fines, or outstanding system margin debts.

4. CANCELLATION OF TECHNICAL ROADS

Either party may terminate the b2b technical service agreement and request the cancellation of API routes by providing formal written notice to the other party via email or official dashboard channels. The technical decommissioning of API routes, secret tokens, and webhook routing triggers will be completed within five (5) business days following receipt of the notice. Upon cancellation, the Merchant remains fully liable to settle all unresolved transaction margins, outstanding fine fees, and any chargeback liabilities that may surface within 180 days post-termination.