1. About this policy
This policy explains how refunds and cancellations work for payments made through PayHub, and for the fees merchants pay PayHub.
PayHub provides payment links and checkout pages to merchants. The goods or services you pay for are sold by the merchant, and your payment is made to the merchant. Whether you are entitled to a refund for a purchase is decided by the merchant's own terms of sale and the law that applies to them. This policy describes how a refund is requested and made, where the money goes, and what happens to orders that are cancelled or never paid.
2. Asking for a refund
If you paid while signed in to your PayHub account, or later added the order to your account by claiming it, you can ask for a refund from that order in your account. Give a reason and, if you want only part of the payment back, the amount. Only one request per order can wait for an answer at a time.
The merchant sees your request and approves or declines it. We email you when the request is received, and again when the merchant declines it, with the merchant's reason, or when the refund is made.
If you paid as a guest, you can claim the order into a PayHub account with the order ID and claim code shown after payment, or contact the merchant directly.
3. Refunds made by the merchant
A merchant can refund a paid order in full or in part from the PayHub merchant panel or app, on their own initiative or by approving your request. Several partial refunds can be made on one order, up to the amount paid. If we have your email address, we email you when a refund is made.
PayHub carries out the refunds merchants make; it does not decide whether a purchase should be refunded. Questions about a merchant's refund decision go to the merchant.
4. Where the money goes and how long it takes
A refund always goes back to the payment method the payment was made with (the same card or wallet), in the currency of the payment. PayHub never pays a refund in cash or to a different account.
PayHub sends a refund to the payment provider as soon as it is made. How long it takes to appear on your card or wallet statement depends on your bank or wallet provider, which PayHub does not control. If your card is in a different currency, your bank's exchange rate may make the amount on your statement differ from the original charge.
Whether a refund is possible depends on the payment method: some providers only allow a refund within a limited time after the payment, and some require the merchant to have refunds switched on with them. When a refund cannot be made through the payment method, the merchant has to settle it with you directly.
5. Payments that don't go through
If a payment is declined, or you leave before completing it, you are not charged and the order stays open: you can try again or choose another payment method.
If the amount a payment provider reports for a payment does not match the order, PayHub does not accept the payment and returns the money to the payer automatically.
6. Cancelling an order
An order can be cancelled only before it is paid. Until then you can simply not pay it. The merchant can cancel an unpaid order or switch off its payment link, and a payment link with an expiry date stops accepting payments when it expires. Nothing is charged for an order that is cancelled or has expired.
Once an order is paid it can no longer be cancelled; to get the money back, ask for a refund (section 2).
7. Disputes and chargebacks
If you cannot resolve a problem with the merchant, you can contact the bank that issued your card, or your wallet provider, about a dispute or chargeback. Chargebacks are decided under the rules of the card scheme or payment provider, not by PayHub.
8. Fees merchants pay PayHub
Monthly and yearly plans are paid at the start of each term. If you cancel, your plan stays active until the end of the term you have paid for and is not renewed; the fee for that term is not refunded.
Switching plans never shortens a term you have paid for: a switch made during a monthly or yearly term starts when that term ends, and a switch from the per-transaction plan starts at once. A new monthly or yearly plan is paid when you choose it.
On the per-transaction plan, cancelling ends the plan at once, and the fees for payments made up to that moment are billed in a final statement. It is charged to the card you keep on file on its due date; if it is still unpaid after that, PayHub reminds you every week and you cannot choose a new plan until it is paid.
If PayHub ends or changes your plan during a term you have paid for, PayHub decides whether to refund the fee for the rest of that term (in full, in part, or for the days not used), and any refund goes back to the payment method the fee was paid with. The same applies to a plan you have already paid for that will no longer start.
When you add a card for paying PayHub, some card providers require a small verification charge; it is refunded automatically.
9. Language
This policy is written in English and may be translated into other languages. A translation is provided so that you can read it in your own language. If a translation differs from the English version, the English version prevails, unless the law that applies to you requires the version in your language to prevail.
10. Contact
For a refund for a purchase, contact the merchant or use your PayHub account (section 2). For anything else in this policy, write to support@payhub.am.