Table of Contents
01 Overview
Elixopay is committed to providing a fair and transparent refund process for all transactions processed through our payment gateway. This policy outlines the terms and conditions under which refunds and cancellations are handled.
02 Refund Eligibility
A refund may be requested under the following circumstances:
- Duplicate charges — Customer was charged more than once for the same transaction
- Unauthorized transactions — Transaction processed without the cardholder's consent
- Service not delivered — Merchant failed to provide goods or services paid for
- Incorrect amount — Charged amount differs from the agreed price
- Technical errors — System error caused an incorrect charge
03 Refund Process
Refunds can be initiated through the following methods:
- Merchant Dashboard — Process full or partial refunds directly from the Elixopay Dashboard
- API — Initiate programmatically via
POST /api/checkout/payments/:id/refund - Customer Support — Contact the merchant or Elixopay support for assistance
04 Refund Timeline
Refund processing times vary by payment method:
| Payment Method | Processing Time | Speed |
|---|---|---|
| PromptPay / QR Code | 1 – 3 business days | Fast |
| Credit / Debit Card | 5 – 14 business days | Standard |
| Bank Transfer | 3 – 7 business days | Standard |
| E-Wallet | 1 – 2 business days | Fast |
05 Partial Refunds
Elixopay supports partial refunds. Merchants can refund a specific amount less than the original transaction total.
- Refund amount cannot exceed the original transaction amount
- Multiple partial refunds can be issued until the full amount is refunded
- Each partial refund is recorded as a separate transaction in the ledger
06 Non-Refundable Transactions
The following transactions are generally NOT eligible for refunds:
- Transactions older than 180 days from the date of payment
- Transactions flagged for fraud or suspicious activity
- Service fees and platform processing fees charged by Elixopay
- Completed currency exchange transactions
07 Cancellation Policy
Merchants and customers may cancel pending transactions under the following conditions:
- Pending transactions may be cancelled before they are completed or settled
- Subscription cancellations can be processed to stop future recurring charges. Already-billed periods are not refunded unless specified by the merchant's policy
- Account closure — Remaining wallet balance will be returned to the merchant's registered bank account within 30 business days
08 Chargebacks & Disputes
If a customer initiates a chargeback through their bank or card issuer:
- Elixopay will notify the merchant via webhook
payment.dispute.created - Merchants have 7 business days to submit evidence disputing the chargeback
- A chargeback fee may apply as outlined in the merchant agreement
- Excessive chargebacks may result in account review or suspension
09 Contact Us
For questions regarding refunds, cancellations, or disputes:
Email Support
support@elixopay.com