Last Updated: November 19, 2025

1. Our Commitment to Satisfaction

Our primary focus is complete customer satisfaction. We strive to provide the best service to our users. However, it is important to read the fine print of each deal before buying, as it provides all details about the services or products purchased.

In the event of dissatisfaction with the services provided directly by Colonpay, clients have the liberty to cancel their projects and request a refund, provided the reasons are genuine and proven after investigation.

2. Scope and Our Role

To ensure clarity in processing requests, it is vital to understand the roles involved:

Colonpay (Payment Processor): We facilitate payment transactions. We are not the seller of goods or services. Our policy is limited to the payment services we provide.

The Merchant (Seller): Any request for a refund or cancellation related to goods or services purchased (e.g., a cancelled flight, a defective product, or subscription fees) must be addressed directly to the merchant from whom the purchase was made. The merchant’s own refund and cancellation policy governs these matters.

3. Cancellation Policy

3.1. Service Cancellation

For cancellations regarding Colonpay services, please contact us at info@colonpay.com.

Timeline: Requests received later than 3 business days prior to the end of the current service period will be treated as a cancellation of services for the next service period.

3.2. Transaction Cancellation (Pre-Settlement)

Pre-Settlement: If a transaction has been authorized but not yet settled (i.e., funds have not yet been fully transferred to the merchant’s account), it may be possible to cancel the transaction upon the merchant’s request.

Post-Settlement: Once a transaction is settled, it cannot be cancelled; it must be processed as a refund by the merchant.

4. Refund Policy

In case any client is not completely satisfied with our service, we can provide a refund subject to the terms below.

4.1. Merchant Responsibility

For end-customer transactions, the merchant is solely responsible for:

• Defining and communicating their specific refund, return, and cancellation terms to you.
• Processing and approving all customer refund requests.
• Initiating the refund through the Colonpay platform once approved.
• Ensuring that the refund amount is correct and settled within the agreed timeframe.

4.2. Method of Refund

If a refund is approved:

• Credit Card: Refunds will be issued to the original credit card provided at the time of purchase.
• Payment Gateway/Bank: Refunds will be made to the same bank account or source used for the original payment.

4.3. Processing Fees

In the event a refund is issued, the following applies regarding fees:

• Transaction Fees: Colonpay’s original transaction processing fees (the fee we charged the merchant for the initial transaction) are non-refundable. We have already incurred costs from banks and payment networks to process the original transaction.
• Refund Fees: In some cases, a separate fee may be charged to the merchant for processing the refund itself.

5. Disputes and Chargebacks

If a merchant refuses to grant a legitimate refund, or if you believe a transaction was fraudulent, you may initiate a dispute or chargeback through your card-issuing bank or financial institution.

• Process: Colonpay will cooperate fully with the bank’s chargeback investigation, providing all necessary transaction data.
• Result: If the chargeback is successful, the funds will be returned to you by the card network, and the amount will be debited from the merchant’s account.

Contact Information

For issues related to a specific purchase, please contact the merchant first.

• Cancellations & General Inquiries: info@colonpay.com
• Technical Support: support@colonpay.com

Grievance Redressal
For escalated issues, please contact our Grievance Redressal Officer:

• Name: Mr. Alan
• Email: Grievance@colonpay.com