Refund Policy

Refund Eligibility

• Duplicate or incorrect charges caused by system or processing errors
• Failed payments due to banking or technical issues
• Unauthorized transactions verified through fraud investigation
• Incorrect payments arising from merchant or technical faults
• Order cancellations made within the merchant’s valid refund or return window

Important: Merchant-initiated refunds will be processed by Torgenpay only after proper confirmation via the merchant dashboard.

Non-Refundable Transactions

• Fees paid directly to Torgenpay for services, setup, or integration
• Completed processes such as onboarding, KYC, or compliance verification
• Payments explicitly marked as non-refundable
• Transactions violating platform policies or linked to fraudulent activity
• Disputes raised outside regulatory or network-defined timelines
• Claims lacking sufficient proof or documentation

Charges and Adjustments

• Fees, setup/integration charges, convenience fees, and other service costs are non-refundable unless caused by a platform error
• Refunds related to merchant disputes may be adjusted to account for processing costs already incurred

Refund Request Procedure

• Contact us at support@torgenpay.com or submit a support ticket via the user dashboard
• Provide full transaction details, including transaction ID, date, amount, payment method, and reason for refund
• Attach supporting evidence such as screenshots, email confirmations, or merchant correspondence
• Respond promptly to any additional verification requests from our support team

Refund Processing Timelines

• Once approved, refunds are initiated within 5–7 business days
• The credit to your account depends on your bank, card network, or payment provider
• Users will receive email or SMS confirmation when the refund is initiated
• Delays may occasionally occur due to merchant policies, banks, or third-party intermediaries

Chargebacks and Reversals

If a user disputes a transaction with their issuing bank or card provider, a chargeback procedure will be initiated.

Torgenpay coordinates with the merchant and may request supporting documents to validate the claim.

If the chargeback is upheld, the refund is issued, and any associated fees or penalties are charged to the merchant.

Taxes and Deductions

Refunds of taxes (including GST) are provided only where allowed under applicable laws.

Administrative fees, processing charges, or third-party deductions may apply and will be clearly indicated in the refund confirmation.

Merchant Responsibilities

• Merchants are primarily responsible for approving or rejecting refund requests for their products or services
• Torgenpay acts as a facilitator, processing refunds only upon merchant confirmation, except in cases involving system or fraud-related issues
• Merchants must maintain transparent refund policies and cooperate during dispute resolution
• Non-compliance may result in delayed settlements or temporary suspension of merchant access

Policy Updates

This Refund Policy may be revised periodically to reflect regulatory changes, operational updates, or industry best practices.

Updates will be published on this page with the revised “Last Updated” date.

Continued use of our services after updates indicates acceptance of the modified terms.

Contact Information

For questions, clarifications, or assistance regarding refund procedures, please contact us at: support@torgenpay.com