At PouchiPay.io, we are committed to providing a seamless refund process for our users. Refund timeframes may vary based on the payment method used. Please review the following guidelines to understand how refunds are handled on PouchiPay.io.

Credit Card Payments

• Refunds for payments made with credit cards typically take between 1 to 2 billing cycles to process, depending on your credit card provider.
• If the card used is cancelled or prepaid, the refund will still be sent to that card. Please contact your card provider to retrieve the refunded amount.

Debit Card Payments

• Refunds to debit cards usually take up to 5 business days to complete.
• In some instances, depending on your card issuer, the process may take up to 30 days.
• If we are unable to process the refund directly to your debit card, the refund will be added to your PouchiPay.io account balance.

Bank Account Payments

• Refunds for payments made using a bank account will be automatically transferred to the same account.
• Generally, refunds take up to 5 business days to process. However, certain cases may take up to 30 days, especially if the payment was still pending when the refund was initiated.

PouchiPay.io Account Balance

• For transactions paid directly with your PouchiPay.io account balance, refunds are typically credited to your balance on the same day the refund is issued.

PouchiPay.io Balance Plus Credit Card

• If your payment was made using a combination of your PouchiPay.io balance and a credit card, the balance portion will be refunded immediately, while the credit card portion may take 1 to 2 billing cycles, depending on the card provider.

Bank Transfer Refunds (eCheque Equivalent)

• Refunds processed through bank transfer (similar to an eCheque) must first clear the sender’s bank. This process usually takes up to 7 business days. Once cleared, the funds will appear in your PouchiPay.io account balance.

Refund Status Definitions

• Pending: Your refund has been initiated but is awaiting clearance from the original payment method’s provider. This process can take up to 5 business days.
• On Hold: The refund has been issued before the original payment cleared. The refund will complete once the payment has been processed, usually within 5 business days.
• Refunded or Partially Refunded: The refund has been successfully processed and the amount has been returned to your original payment method.
• Completed: The refund process is finalized, and the funds have been returned to your original payment method or PouchiPay.io balance.
• Cancelled: We were unable to process the refund. Please contact PouchiPay.io customer support for further assistance.

Currency Conversion Refunds

• If your payment involved a currency conversion, the refunded amount may differ from the original payment due to exchange rate changes. The conversion rate applied during the refund may not match the rate at the time of the original transaction, resulting in a variance in the refund amount.

How to Check Your Refund Status

• On the Website:
  • Log in to your PouchiPay.io account.
  • Navigate to the Transaction History section.
  • Filter by Refunds to view details of your refund.
• On the App:
  • Open the Wallet section.
  • Go to Transaction History.
  • Select the refunded payment to see more details.

If you have any questions or require assistance with your refund, please reach out to our customer support team at PouchiPay.io. We’re here to help!