Last Updated: November 19, 2025

1. Scope and Our Role

Colonpay is a payment processor, not the seller of goods or services. Our policy is limited to the services we provide, specifically the facilitation of payment transactions. The Merchant (Seller): Any request for a refund or cancellation related to the goods or services purchased (e.g., a cancelled flight, a defective product, or subscription fee) must be addressed directly to the merchant from whom the purchase was made. The merchant’s own refund and cancellation policy governs these matters.

2. Merchant Responsibility

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.

3. Colonpay’s Processing Fees

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

• Transaction Fees: Colonpay’s original transaction processing fees (the fee we charged the merchant for the initial transaction) are non-refundable. This is because 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.

4. Transaction Cancellation

4.1. Pre-Settlement Cancellation: If a transaction has been authorized but not yet settled (i.e., the 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.

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

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.

For issues related to a transaction, please contact the merchant first. For technical issues with the payment platform, contact Colonpay Support at support@colonpay.com.

For Grievnace Redressal, Please contact: Grievance Redressal Officer: Mr. Alan
Email: Grievance@colonpay.com