Refund & Cancellation Policy
How refunds, cancellations, reversals and disputes work for purchases made using EuropeanPay.
Most refunds are handled by the merchant you paid. If you suspect an unauthorised transaction, contact us immediately with your transaction reference.
1. Merchant refunds
EuropeanPay processes payments and provides confirmation, but the merchant you paid is usually responsible for handling refunds for goods and services. If the merchant approves a refund, it will be returned to the original payment method used for the purchase.
- Contact the merchant first for returns, cancellations, and refunds.
- Keep your receipt or order reference to speed up processing.
- Refund availability depends on the merchant’s policy and local consumer laws.
2. Refund timelines
Once the merchant issues a refund, the time it takes to appear in your account depends on the payment method and your bank/payment provider. EuropeanPay does not control bank settlement timelines.
If you believe a refund is delayed, contact the merchant first, then contact us with the transaction reference and the merchant’s refund confirmation.
3. Unauthorised transactions
If you believe a transaction was not authorised by you, tell us immediately. We may ask you for additional information to protect you and to investigate the issue in line with applicable payment rules and legal obligations.
- Report as soon as possible after noticing the issue.
- Include transaction reference, amount, date/time, and why you believe it’s unauthorised.
- Secure your account (change password, enable security features) where applicable.
4. Chargebacks & disputes
Depending on your payment method, you may have chargeback or dispute rights through your bank/payment provider. We can help by providing transaction information, but the final decision may be made by the relevant network/bank.
5. Subscriptions (if applicable)
If EuropeanPay introduces paid plans or subscriptions, the cancellation terms and billing rules will be shown clearly at the point of purchase and in-app. This policy will be updated accordingly.
6. Mistakes at checkout
Always review the merchant and amount before confirming a payment. If you paid the wrong merchant or entered the wrong amount, contact the merchant immediately and notify us with your transaction reference.
7. Contact
For refund or dispute questions, contact: info@eu-pay.fr
Office: 60 rue François Ier, 75008 Paris