Refund policy

We receive payments over the internet and issue refunds through our partner Stripe. Stripe is an American financial services company headquartered in San Francisco, California, United States. The company allows businesses to receive payments over the Internet.

Stripe
510 Townsend Street
San Francisco, CA 94103, États-Unis

Refunds can be sent back only to the original payment method used in a charge. It’s not possible to send a refund to a different destination (e.g., another card or bank account).

Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (e.g., check or bank account deposit). In rare cases, a refund back to a card may fail.

A refund can fail if the customer’s bank or card issuer has been unable to process it correctly (e.g., a closed bank account or a problem with the card). The bank returns the refunded amount to Stripe and Stripe send it back to our account balance. This process can take up to 30 days from the post date. In the rare instance that a refund fails, we will arrange an alternative way of providing the customer with a refund (wire transfer).

Tracing a refund

Once we initiate a refund, Stripe submits refund requests to our customer’s bank or card issuer. Our customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank.

A customer may contact us if they don’t see the refund. A refund may not be visible to the customer for several reasons:

  • Refunds issued shortly after the original charge appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued.

  • Refunds can fail if the customer’s bank or card issuer has been unable to process it correctly. The bank returns the refunded amount to Stripe and Stripe add it back to our account balance. This process can take up to 30 days from requesting the refund.

When a customer is asking about a refund, it can be helpful for him to ask the Acquirer Reference Number (ARN) corresponding to the refund. An ARN is a unique number assigned to a card transaction as it moves through the payment flow. The customer can then take the ARN to his bank, which will be able to provide more information about when the refund will be available.

ARNs are available under the following conditions:

  • They are only supported for Visa and Mastercard transactions.

  • It takes 1-3 business days after initiating the refund to receive the ARN from downstream banking partners.

  • An ARN is not available in the case of a reversal, since the original charge is not processed.