This policy describes how The Payments House LLC processes refunds initiated by merchants and chargebacks initiated by cardholders. Merchant-specific refund terms with their own customers must be published on the merchant's own website.
Refunds
Merchants may issue full or partial refunds via the API or dashboard within 180 days of the original transaction. A per-refund fee (disclosed in pricing) applies.
Settlement of refunds
Refunds are debited from your next settlement batch. If your settlement balance is insufficient, we reserve the right to draw from your reserve or invoice the difference.
Chargebacks
Cardholder-initiated chargebacks are processed in accordance with Visa, Mastercard and AMEX rules. You will receive notification within 24 hours and have 7 days to provide compelling evidence. Our representment team will assist.
Chargeback thresholds
Sustained ratios above 0.9% (Visa) or 1.0% (Mastercard) may result in remediation requirements or termination, in line with VAMP and MATCH programmes.