Refund Policy

In the event that a merchant requests a refund for services rendered, contests a fee, or issues a complaint in regards to the issuance of charges, Payment Flo provides a limited refund policy. The purpose of this document is to outline the specific criteria by which merchants should be refunded, outline policies for customer service and operations team members, and define internal procedures for the issuance of reimbursements. Scope
The scope of this policy covers all current and future merchants that apply for and retain our services.
I. Key Points
Requests for refunds must be made in writing and sent to [email protected]. Request must be accompanied by a statement that outlines the nature of the refund request, along with any supporting documentation that provides proof of the validity of the request.
The limitation of this policy includes fees, such as deposits and other non-refundable or protected assets, that are not eligible for reimbursement and will be deducted from the total refund amount. Policies regarding deposits and protected assets will be communicated to merchants either verbally or through the terms and conditions of service contracts.

Payment Flo retains funds to enable continuance through to the cancellation, voluntary ending, or disruption of merchant services as a result of merchant intervention, Payment Flo policy change, or revisions in banking regulations disrupting the continued processing within the merchants’ respective industry. Approved refunds will be paid within 30 days of approval, and not from the date of request.

II. Refund Criteria

While any complaint should be taken seriously, specific criteria should be met in order to consider refunding a merchant for services rendered. The criteria listed below does not exclude use-cases which may require further consideration, and thus is a guideline for refund criteria and not an explicit list of all criteria
Payment Flo will consider during the refund process.

Non-service Specific
  • Merchant was charged for services that were not explicitly requested, or was charged for services without being informed of the charges related to that service (all fees must be communicated, either verbally, and/or through service contracts)
  • Merchant’s signed agreement contains pricing which is not conducive with charges being billed to that merchant; e.g., signed agreement lists fees which are lower than fees being charged
  • Merchant has cancels their services with Payment Flo and has paid fees without being provided services (this does not include deposits or protected assets which are generally outlined within merchant contracts, and thus are not available for refund consideration in any circumstances)
Service Related
Gateway Fees:
Monthly Fee Reimbursements
Refunds may be considered if a merchant requests account closure, and the account was not closed before the billing date
Monthly Fee
Refunds will be considered if a merchant requests account closure, and the account was not closed before the billing date
Merchant Processing Account Fees:
Good Faith Credits are issued in instances wherein a processing account has been approved and billed, then subsequently closed by the processor due to risk or other potential issues. When the processing provider fails/refuses to issue a refund, we will entertain reimbursement in Good Faith.
III. Issuance of Complaints
If a merchant communicates displeasure or challenges the refund decision or process, they can submit an appeal via normal support channels. If the merchant communicates legal action, or engaging with consumer protection bureaus, all subsequent communications should be managed by the head of operations, or be escalated further depending on the size/value of the account. Enterprise-level merchant complaints, for example, should be managed by the Compliance Officer.
IV. Appealing Refund Decisions
All refund claim requests should be processed within 30 days of the approval of that request. In the event that a merchant wishes to dispute the decision of a refund request, he or she should contact the branch of customer service overseeing merchant refund appeals by emailing Payment Flo. This refund policy, and the availability of complaints and appeals processes, does not remove the right to take further action under consumer protection laws within the country of the merchants’ operating location; Payment Flo dispute resolution processes also does not circumscribe the merchant’s’ right to pursue other legal remedies.

ESIGN Consent to Use Electronic Records and Signatures (ESIGN Consent)

Under the Electronic Signatures in Global and National Commerce Act (E-Sign), all electronically executed documents related hereto are legally binding in the same manner as are hard copy documents executed by hand signature when: (1) Payment Flo or Agent’s electronic signature is associated with the documents, (2) Payment Flo or Agent consents and intend to be bound by the documents, and (3) the document is delivered in an electronic record capable of retention by the recipient at the time of receipt (i.e., email, print or otherwise store the electronic record). When accepted in electronic form all electronic documents shall be governed by the provisions of E-Sign. By pressing “Submit”, “Accept,” “I Agree”, or any other form of electronic signature, Payment Flo or Agent, as the case may be, agrees: (i) that the documents shall be effective by electronic means, (ii) to be bound by the terms and conditions of the documents, and (iii) that it has had the ability to print or otherwise store the documents.
If this Agreement was transmitted as an ‘‘electronic record’’ containing one or both parties ‘‘electronic signature,’’ as those terms are defined in applicable federal and/or state laws (excluding audio and video recordings), or a facsimile or electronic mail (e.g., pdf) transmission of this Agreement containing a copy or representation of one or both parties’ signature, this Agreement shall be as effective, enforceable and valid as if a paper version of this Agreement were delivered containing one or both parties’ original hand written signatures. This Agreement may be executed in any number of counterparts, each of which shall be deemed an original, but all of which taken together shall constitute one single agreement between the parties.