1. Overview
This policy explains how refunds and chargebacks are handled for transactions processed through Monarion Payments Ltd.
2. Refunds
Merchants may issue full or partial refunds for eligible transactions. Refunds are returned to the original payment method where possible. Merchants are responsible for maintaining a clear refund policy for their customers.
3. Chargebacks
A chargeback occurs when a customer disputes a transaction with their bank or card issuer. We will notify you of any chargeback and provide the relevant details.
4. Disputing a chargeback
- Respond within the timeframe stated in the notification.
- Provide supporting evidence such as proof of delivery or customer communication.
- Our team will review and submit evidence to the relevant party.
5. Fees and liability
Chargeback amounts and related fees may be deducted from settlement funds in line with your commercial agreement.
6. Prevention
We recommend clear product descriptions, recognisable billing descriptors, responsive customer service and fraud prevention tools to reduce disputes.
7. Contact
You can contact us through your dedicated account manager or through the official support channels made available to you.