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Refund Policy

This policy explains how refunds work for payments processed through SynaPay. It covers two groups of people: customers who paid a business that uses SynaPay, and businesses (merchants) who use SynaPay to accept payments.

If you paid a business that uses SynaPay

SynaPay provides the payment technology. The goods or services you bought are sold by the merchant, not by SynaPay, so refund decisions on those purchases are made by the merchant under its own refund policy. Please contact the merchant first. Their name and contact details appear on your receipt and on the checkout page you paid on.

When a merchant approves a refund, it is returned to the original payment method. The time it takes for the money to appear depends on your bank, card issuer or wallet provider and is outside SynaPay’s control. For cryptocurrency payments, refunds are sent back to the originating wallet where technically possible, and network fees may apply.

If you cannot reach the merchant or believe a payment was not authorised by you, contact us through the support page and include the payment reference from your receipt. We will help you identify the merchant and, where appropriate, review the payment under our fraud and dispute procedures.

If you are a merchant using SynaPay

You can issue full or partial refunds for your own payments from your SynaPay dashboard. Refunds can be requested for the payment amount that was captured; you are responsible for your own refund terms and for presenting them clearly to your customers.

Fees charged by SynaPay for processing a payment are described in your agreement with SynaPay. Unless your agreement or applicable law says otherwise, processing fees are not returned when a payment is refunded.

Chargebacks and disputes raised through a customer’s bank or card network are handled separately from refunds. Issuing a refund does not always prevent a dispute, and SynaPay may debit your balance for disputed amounts as described in your agreement.

Subscriptions and SynaPay’s own services

Where SynaPay charges a business directly for a paid plan or service, cancellation takes effect at the end of the current billing period unless stated otherwise at purchase. Charges already incurred are not refundable except where required by law or where we agree otherwise in writing.

Questions

For anything not covered here, please reach out via the support page.