Refund Policy

This policy covers two distinct things: how cardholder refunds are processed through the Veliora Payments platform, and our own policy on refunding processing fees. It does not set your business's customer-facing refund terms — those remain yours to define and disclose.

Merchants can issue full or partial refunds to the original payment method through the dashboard or API. Refunds are returned via the same rail the payment was made on and typically post to the cardholder within 5–10 business days, depending on the issuing bank.

Where a cardholder disputes a transaction directly with their bank, the case is handled through our dispute workflow. Merchants are notified immediately and given a defined window to submit evidence before a case is contested or conceded.

Scheme and interchange fees on a refunded transaction are generally non-recoverable, as they are levied by the card networks and issuing banks rather than by us. Any Veliora Payments service fee refund is assessed case by case — contact support with the transaction reference.

For refund or dispute questions, contact support@veliorapayments.com.