Refund Policy

Last updated: June 12, 2026

1. Scope

This policy describes how refunds are handled for transactions processed through AssetPay. AssetPay is a payment processor: the decision to offer a refund for goods or services rests with the merchant you bought from, under their own refund policy and applicable consumer law. This page explains the mechanics once a refund is initiated.

2. If you are a customer

• Contact the merchant first. Refunds are initiated by the merchant who sold you the product or service. Use the contact details on their website or your receipt.
• If you cannot reach the merchant or believe a payment was unauthorised, contact us at support@assetpay.io with the payment reference, and we will assist or direct the matter appropriately.
• For card payments you may also have chargeback rights through your card issuer — but contacting the merchant first is usually faster.

3. How refunds are processed

Merchants request refunds from their dashboard or via the API. Each request includes the amount (full or partial) and a reason. Refund requests are reviewed before processing; approved refunds are then executed as follows:

Card payments

• Refunds are returned to the original card used for the payment. We cannot refund to a different card or account.
• Once processed, funds typically appear on the customer's statement within 5–10 business days, depending on the issuing bank.

Crypto payments

• Crypto refunds are paid in the original token and network (for example USDT on TRON, USDC on Base or Polygon).
• The customer must provide a valid receiving wallet address on the correct network. Refunds sent to the address provided are final and irreversible — blockchain transactions cannot be recalled.
• Network (gas) fees may be deducted from the refunded amount where stated by the merchant.
• Refunds are typically broadcast within 1–3 business days of approval and confirm at network speed.

4. Partial and full refunds

Both partial and full refunds are supported. Multiple partial refunds may be issued up to the original payment amount. The dashboard shows the refunded total and the remaining refundable balance for every payment.

5. Underpaid and expired crypto payments

If a customer sends less than the requested amount, or sends funds after the payment window expires, the payment is flagged (underpaid or expired) rather than completed. In these cases the merchant may either credit the order or return the funds, minus network fees, to a wallet address confirmed by the customer. Funds sent from unsupported tokens or networks may be unrecoverable — always pay from the exact network shown at checkout.

6. Timeframes for requesting refunds

Merchants can request refunds for up to 120 days after the original payment, subject to their own published policy and available balance. Beyond that window, refunds may need to be arranged directly between the merchant and customer outside the platform.

7. Fees

AssetPay's processing fees for the original transaction are non-refundable unless your Merchant Agreement states otherwise. A per-refund fee may apply as set out in the merchant's fee schedule. Merchants may not charge customers a fee for receiving a refund unless permitted by law.

8. Refunds vs chargebacks

A refund is voluntary and initiated by the merchant; a chargeback is a forced reversal raised through the card issuer. Once a chargeback is open for a payment, a refund can no longer be issued for the same amount — the dispute process takes over. Merchants are encouraged to resolve complaints by refund before they escalate to chargebacks.

9. Fraud and compliance holds

We may pause or decline a refund where we reasonably suspect fraud, money laundering, or abuse of the refund mechanism (for example refunding to launder funds). Refunds may only be sent to the original payer — never to third parties.

10. Contact

Customers: support@assetpay.io  ·  Merchants: your account manager or merchants@assetpay.io.