Refund Policy

ZynaPay acts as a payment processing intermediary between merchants and their customers. Refund eligibility and processing timelines depend on the nature of the transaction and the merchant's own refund policy.

All refund requests must be submitted through the appropriate channel within the applicable time window. ZynaPay reserves the right to decline refund requests that do not meet the criteria outlined in this policy.

• Service fees paid at onboarding are non-refundable once the merchant account is activated.
• Rolling reserve funds are released after the applicable holding period (180 days) subject to no outstanding chargebacks or disputes.
• Processing fees already applied to settled transactions are non-refundable.

Upon merchant account termination, any remaining settlement funds (net of fees, chargebacks, and reserves) will be disbursed within 180 days following the final settlement cycle, provided all compliance obligations are met.

End-customers seeking a refund for a transaction processed through ZynaPay must first contact the merchant directly. If the merchant is unresponsive, customers may escalate to ZynaPay support.

• Approved refunds are typically processed within 5–10 business days from the approval date.
• Credit/debit card refunds may take an additional 3–5 business days to appear on the cardholder's statement, depending on the issuing bank.
• Cryptocurrency refunds are processed within 1–3 business days at the prevailing exchange rate at the time of processing.

A processing fee of $10.00 per refund transaction applies and will be deducted from the refund amount or charged to the merchant account. The original transaction fee is not refunded.

A chargeback occurs when a cardholder disputes a transaction with their issuing bank. Chargebacks are governed by Card Association rules (Visa/Mastercard) and are separate from refunds.

• Each chargeback incurs a fee of $65.00 charged to the merchant account.
• Merchants must respond to chargeback disputes within 12 calendar days with supporting evidence.
• ZynaPay will represent the merchant's case with the acquiring bank where sufficient evidence is provided.
• Excessive chargebacks (above card network thresholds) may result in account suspension or termination.

The following are strictly non-refundable:

• Merchant onboarding and KYC review fees
• Transaction processing fees on completed settlements
• Chargeback fees, regardless of dispute outcome
• Currency conversion losses
• Fees incurred due to Merchant's non-compliance with Card Association rules

If you suspect an unauthorized or fraudulent transaction processed through ZynaPay, contact us immediately. We take fraud seriously and will cooperate with relevant authorities and financial institutions to investigate and resolve the issue.

Fraudulent refund claims may be reported to law enforcement and Card Associations.

To request a refund or raise a dispute, please contact our support team: