Refund Policy

Elixirpay's Refund Policy.

Effective Date: July 1, 2026

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Elixir Pay provides the payment infrastructure that merchants use to accept payments and issue refunds — we are not the seller of the underlying goods or services. This Refund Policy explains how refunds are processed through our platform and what to do if you believe you're owed one.

1. Overview

If you made a payment to a business using Elixir Pay and are seeking a refund, your first point of contact is always that business, since they control the terms of sale, delivery, and cancellation. Elixir Pay processes the refund once the merchant authorizes it — we cannot issue a refund on a merchant's behalf without their instruction.

2. Merchant-Initiated Refunds

Merchants can issue full or partial refunds directly from their Elixir Pay dashboard or via our APIs. Once initiated:

• The refunded amount is deducted from the merchant's Elixir Pay balance
• Elixir Pay's original transaction fee is not automatically returned to the merchant
• The customer is notified and the refund is routed back to the original payment method

3. Refund Timelines

Once a merchant initiates a refund, Elixir Pay submits it to the relevant bank or card network immediately. From there, timelines depend on the original payment method and the customer's bank:

• Cards — typically 5–10 business days to reflect on the customer's statement
• Bank transfers & UPI — typically 1–3 business days
• Wallets — typically 1–5 business days

Elixir Pay is not responsible for delays that occur once a refund has been submitted to a receiving bank or network.

4. Failed & Duplicate Transactions

If a payment is debited from a customer's account but the transaction is recorded as failed on the merchant's end, the amount is automatically reversed by the bank or card network, typically within 5–7 business days. If a customer is charged more than once for what should have been a single payment, the merchant can identify and refund the duplicate through their dashboard.

5. Chargebacks & Disputes

If a customer disputes a transaction directly with their bank or card issuer rather than the merchant, this is treated as a chargeback. Elixir Pay notifies the merchant, collects any evidence needed to respond, and submits it to the relevant network on the merchant's behalf within the timelines the network requires. The disputed amount, plus any applicable chargeback fee, is held from the merchant's balance until the case is resolved.

6. Payout Reversals

Payouts sent to an incorrect or closed bank account are typically returned by the receiving bank within 3–7 business days and are automatically credited back to the sender's Elixir Pay balance. We recommend verifying beneficiary details before initiating a payout, since Elixir Pay cannot guarantee recovery of funds sent to an active, correctly entered account in error.

7. Fees on Refunds

Elixir Pay's processing fee on the original transaction is generally non-refundable, as it covers costs already incurred with banking partners and card networks at the time of payment. Any exceptions are set out in a merchant's specific pricing agreement.

8. How to Request a Refund

To request a refund for a purchase, contact the merchant you paid directly — they can see the transaction and issue the refund from their dashboard. If you're unable to reach the merchant or believe a transaction was unauthorized, contact our support team with your transaction reference and we will help you get in touch with the right party.