Important Notice

The Merchant is the seller and supplier of the goods or services purchased by the Buyer.

Paysagi acts solely as the Merchant’s authorised commercial agent in connection with Sales Contracts concluded on the Merchant’s behalf. Within the authority granted by the Merchant, Paysagi may conclude sales, receive payment, administer cancellations and refunds, and communicate with Buyers on the Merchant’s behalf.

Paysagi is not the seller, reseller or supplier of the underlying goods or services. The Merchant remains responsible for the legality, quality, delivery and performance of its goods or services.

Payment processing and acquiring services are provided by appropriately authorised payment service providers.

Refund Requests

If you are seeking a refund for a purchase made from a Merchant for which Paysagi acted as authorised commercial agent, you may contact the Merchant directly or submit a refund request to Paysagi.

Paysagi is authorised by the Merchant to administer refund requests on the Merchant’s behalf. Within the authority granted by the Merchant, applicable law, Card Scheme rules and the Merchant’s applicable refund policy, Paysagi may approve or reject refund requests and communicate such decisions to Buyers on behalf of the Merchant.

The Merchant remains responsible for the underlying goods or services and for complying with its obligations to Buyers.

Refund Review Process

When you submit a refund request to Paysagi:

• We will acknowledge receipt of your request within 5–10 business days.
• We will review the transaction, the Merchant’s applicable refund policy and any relevant information or evidence.
• Where necessary, we may request additional information from you or the Merchant.
• Acting as the Merchant’s authorised commercial agent, Paysagi will determine the appropriate action within the authority granted to it and in accordance with applicable law, Card Scheme rules and relevant payment-partner requirements.
• We will communicate the outcome to you, normally within 10-20 business days after receiving all necessary information.

Refund Eligibility

Paysagi administers and determines refund requests on the Merchant’s behalf within the authority granted by the Merchant. Refund eligibility is assessed on a case-by-case basis and may depend on factors including, but not limited to:

 

The merchant refund policy

The nature of the goods or services purchased

Whether the goods or services were delivered as described
Applicable payment network rules and regulations

Evidence of fraud or unauthorized transactions

Processing Time

If a refund is approved, it will typically be processed within 5-10 business days. The time for the refund to appear in your account may vary depending on your bank or payment provider.

Contact Us

To submit a refund request or for any questions regarding this policy, please contact us or use the Refund Request submission.