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1. No chargebacks
Cryptocurrency transactions are irreversible. There is no chargeback, no dispute button and no reversal mechanism, on any chain Payora supports. This is a property of the networks, not a policy choice.
2. What a refund actually is
A refund is a manual outbound payment made by the merchant, at the merchant's discretion, to an address the customer provides. It is a new transaction with its own network fee. Payora does not perform refunds automatically and cannot claw a payment back.
3. If you are a customer
Your refund rights are with the merchant you paid, under their own refund terms and the consumer law that applies to them. Neither Payora nor the Operator is a party to your purchase and neither can force a merchant to refund you, or reverse the payment for you. Contact the merchant first.
4. If you are a merchant
4.1 Publish your terms
Set out your own refund policy and honour it. Your customers cannot fall back on a card scheme here.
4.2 Sending a refund
Send it as an ordinary outbound payment. Verify the destination address, and any required destination tag or memo, before you sign. A refund sent to a wrong address is lost like any other mistaken transaction.
4.3 What it costs
The on-chain network fee applies, as with any transaction, and it is charged to the merchant together with the platform fee. The platform fee for sending a refund is the plan rate of the merchant for moving money out — 1.5% on Free, 0.75% on Pro, 0.5% on Business at the time of writing — and it is the same whether the refund goes out as a payout or as a withdrawal. Rates are configurable by the Operator. Accepting the original payment cost 0% in platform fees.
4.4 Value may have moved
If the original invoice was priced in fiat, the coin's value may have changed since settlement. Decide, and say in your terms, whether you refund the original coin amount or the original fiat value. They are not the same number.
5. Overpayments, underpayments and mistakes
Anything returned to a payer is an outbound payment made by the merchant at their discretion, under the same rules as any refund. There is no automatic return path.
6. Payouts held for investigation
The Operator may hold or refuse a payout while investigating a suspected breach of the Acceptable Use Policy. That is not a refund, and it does not affect payments that have already settled on-chain.
7. Card payments via Stripe
If a merchant has enabled the optional Stripe integration with their own credentials, card payments run under that merchant's Stripe account and Stripe's rules, including Stripe's own refund and dispute handling. That is between the merchant, their customer and Stripe. Payora never stores card numbers.
8. Questions
Customers: contact the merchant you paid. Merchants: contact the Operator at support@payora.money.
Last updated: 16 July 2026. If we make material changes to this page, the updated version will be posted here.
