Refund eligibility
Refund eligibility is generally determined by the merchant that supplied the goods or services and by applicable law. End customers should first contact that merchant using the refund terms provided at the point of sale. NerpA Pay does not independently decide entitlement to a commercial refund.
Refund processing
Where the selected payment capability supports refunds, NerpA Pay may provide the technology required for an authorised merchant to initiate or process one. A completed transaction is refunded according to the merchant’s policy and the applicable service terms.
Uncompleted payments and reversals
If a payment was not completed, a separate refund may not be required. A cancellation or reversal may occur instead. Merchants should verify the final transaction status before retrying, cancelling or creating a refund.
Timing
Refund timing is not guaranteed by this public Policy. It may depend on the payment type and other parties involved in the transaction, together with the merchant’s agreed service terms.
Refunds, chargebacks and disputes
A refund is initiated by the merchant. A reversal cancels or unwinds an uncompleted transaction. A chargeback is a separate dispute process initiated through the payment channel available to the customer. These processes have different rules and outcomes.
Fees
Refundability of onboarding, platform or processing fees is governed by the signed merchant agreement.
Contact
Merchants may send an operational question to contact@nerpapay.com. End customers should first contact the business from which they purchased.