{"id":3021,"date":"2026-09-07T16:55:43","date_gmt":"2026-09-07T08:55:43","guid":{"rendered":"https:\/\/www.v5pay.com\/?page_id=3021"},"modified":"2026-09-07T17:16:56","modified_gmt":"2026-09-07T09:16:56","slug":"refund-policy","status":"publish","type":"page","link":"https:\/\/www.v5pay.com\/zh\/refund-policy\/","title":{"rendered":"Refund Policy"},"content":{"rendered":"<div class=\"wp-block-group alignfull has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"background-color:#0c4980\"><div  class=\"tpgb-container-row tpgb-block-b318_3021  tpgb-section-height-min-height   alignfull  tpgb-container-inline  tpgb-container-full\" data-id=\"b318_3021\"  >\n\n<h2 class=\"wp-block-heading has-text-align-center has-back-light-gray-color has-text-color has-link-color wp-elements-1\">Refund Policy<\/h2>\n\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group alignfull has-black-dark-gray-background-color has-background has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:var(--wp--preset--spacing--40);padding-bottom:var(--wp--preset--spacing--40)\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-5eaea892 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column v5pay-flex-column is-layout-flow wp-container-core-column-is-layout-c6aab7f7 wp-block-column-is-layout-flow\" style=\"flex-basis:320px\"><div  class=\"tpgb-container-row tpgb-block-11c3_3021    alignwide  tpgb-container-inline  tpgb-container-wide\" data-id=\"11c3_3021\"  ><div class=\"tpgb-cont-in\">\n\n<div class=\"wp-block-senff-sticky-block\" data-topspace=\"130\" data-cfa=\"true\" data-minwidth=\"0\" data-maxwidth=\"99999\" data-pushup=\".probando\" data-zindex=\"1\">\n<p class=\"wp-block-paragraph\"><strong><a href=\"https:\/\/www.v5pay.com\/zh\/conditions\/\">Terms of<\/a><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-sig-blue-color\"><a href=\"https:\/\/www.v5pay.com\/zh\/conditions\/\"> <\/a><\/mark><a href=\"https:\/\/www.v5pay.com\/zh\/conditions\/\">Service<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><a href=\"https:\/\/www.v5pay.com\/zh\/refund-policy\/\" style=\"text-decoration:none !important;\"><mark style=\"background-color:rgba(0, 0, 0, 0);\" class=\"has-inline-color has-sig-blue-color\">Refund Policy<\/mark><\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><a href=\"https:\/\/www.v5pay.com\/zh\/privacy-policy\/\">Privacy Policy<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.v5pay.com\/zh\/sanctions-policy\/\" data-type=\"page\" data-id=\"2355\"><strong>Sanctions policy<\/strong><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><a href=\"https:\/\/www.v5pay.com\/zh\/prohibited-industries\/\" data-type=\"page\" data-id=\"2357\">Prohibited industries<\/a><\/strong><\/p>\n<\/div>\n\n<\/div><\/div>\n\n\n<div style=\"height:1px\" aria-hidden=\"true\" class=\"wp-block-spacer probando\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\"><div  class=\"tpgb-container-row tpgb-block-e536_3021  averquepasa  alignwide  tpgb-container-inline  tpgb-container-wide\" data-id=\"e536_3021\"  ><div class=\"tpgb-cont-in\">\n\n<h5 class=\"wp-block-heading\"><strong>1. PURPOSE AND SCOPE<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">This Refund Policy (the &#8220;Policy&#8221;) describes the general principles and procedures governing refunds, cancellations, and chargebacks for transactions processed through the payment services provided by the V5Pay group entities (collectively &#8220;V5Pay&#8221;, &#8220;we&#8221;, &#8220;us&#8221;, or &#8220;our&#8221;).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This Policy applies to all users of V5Pay&#8217;s payment processing services, including merchants and their customers. It is separate from, but complementary to, our full Terms of Service, and does not override any specific contractual obligations agreed between V5Pay and a merchant.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>2. GENERAL PRINCIPLES<\/strong><\/h5>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>2.1 Intermediary Role<\/strong><\/h6>\n\n\n\n<p class=\"wp-block-paragraph\">V5Pay acts solely as an intermediary and technology provider for payment processing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">V5Pay does not:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>determine the merits of any refund request between a Merchant and a Customer;<\/li>\n\n\n\n<li>act as a judge or arbitrator of disputes between Merchants and Customers;<\/li>\n\n\n\n<li>guarantee the availability of funds for any Refund;<\/li>\n\n\n\n<li>set or approve a Merchant&#8217;s refund, return, or cancellation policies.<\/li>\n<\/ul>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>2.2 Merchant&#8217;s Primary Responsibility<\/strong><\/h6>\n\n\n\n<p class=\"wp-block-paragraph\">The Merchant is solely responsible for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>establishing and clearly publishing its own refund, return, cancellation, and exchange policies;<\/li>\n\n\n\n<li>complying with all applicable consumer protection laws in the relevant jurisdiction;<\/li>\n\n\n\n<li>fulfilling any refund obligations voluntarily offered or required by law;<\/li>\n\n\n\n<li>ensuring that any Refund Request submitted to V5Pay is valid, accurate, and authorised by the Customer;<\/li>\n\n\n\n<li>maintaining sufficient funds in its Account, Settlement balance, or reserve to cover Refunds and Chargebacks.<\/li>\n<\/ul>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>2.3 Mandatory Consumer Rights<\/strong><\/h6>\n\n\n\n<p class=\"wp-block-paragraph\">Nothing in this Policy:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>excludes, limits, or modifies any right or remedy available to a Customer or User under applicable law;<\/li>\n\n\n\n<li>limits V5Pay\u2019s obligation to process a Refund where required by applicable law, regulatory direction, or payment network rules;<\/li>\n\n\n\n<li>overrides any statutory warranty, guarantee, or consumer protection regime applicable to the transaction.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If any term of this Policy is inconsistent with mandatory law, the mandatory law will prevail to the extent of the inconsistency.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>3. REFUNDS INITIATED BY MERCHANTS<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Merchants may submit a refund request through the V5Pay platform for a transaction that was previously processed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Key conditions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Refunds must be submitted within the time limits imposed by the applicable payment network or card scheme;<\/li>\n\n\n\n<li>Refunds are processed in the same currency as the original transaction;<\/li>\n\n\n\n<li>The refund amount shall not exceed the original transaction amount (net of any fees already deducted);<\/li>\n\n\n\n<li>V5Pay will process refunds to the original payment method used by the customer whenever possible;<\/li>\n\n\n\n<li>Multiple partial refunds are permitted, provided the total does not exceed the original transaction amount.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Processing time: Refunds typically take 5 to 10 business days to appear on the customer\u2019s account, depending on the card issuer or bank involved.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>4. REFUNDS FOR SERVICES PROVIDED DIRECTLY BY V5PAY<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">In the rare event that V5Pay provides a direct service to you (e.g., a subscription fee or service charge), the following applies:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Digital services \u2013 once delivered or accessed, no refund will be given unless required by applicable law;<\/li>\n\n\n\n<li>Subscription services \u2013 you may cancel at any time, but cancellation takes effect at the end of the current billing cycle; no pro\u2011rata refunds for unused portions;<\/li>\n\n\n\n<li>Prepaid fees \u2013 refunds will be considered only if you request a refund within 14 days of purchase and have not used the service.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>5. CHARGEBACKS<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">A chargeback occurs when a customer disputes a transaction directly with their card issuer or bank, rather than through the merchant&#8217;s refund process.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Important notes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If a chargeback is filed, the transaction amount plus any applicable chargeback fees will be debited from your account or settlement;<\/li>\n\n\n\n<li>You are responsible for providing evidence to dispute a chargeback within the timeframes set by the payment network;<\/li>\n\n\n\n<li>V5Pay may, at its discretion, assist you in the dispute process, but we are not obligated to do so;<\/li>\n\n\n\n<li>If the chargeback is resolved in your favour, the amount will be credited back, but chargeback fees are generally non\u2011refundable.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>6. FEES AND CHARGES<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Unless expressly stated otherwise or required by law:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transaction fees paid to V5Pay for the original transaction are non\u2011refundable, even if the transaction is later refunded or charged back;<\/li>\n\n\n\n<li>Refund processing fees (if any) may be applied and will be deducted from the refund amount or your account balance;<\/li>\n\n\n\n<li>Chargeback fees imposed by payment networks or V5Pay are your responsibility.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>7. CANCELLATION OF SERVICES<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Merchants or users may cancel their V5Pay account or service at any time by providing written notice. Upon cancellation:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Any pending refunds or settlements will be finalised in accordance with this Policy;<\/li>\n\n\n\n<li>Outstanding fees or amounts owed to V5Pay become immediately due;<\/li>\n\n\n\n<li>No prepaid fees will be refunded except as required by applicable law.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>8. CONTACT AND DISPUTE RESOLUTION<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">If you have any questions about this Refund Policy, or wish to submit a refund request or dispute, please contact our customer support team through the designated channels on our website.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We will acknowledge your inquiry and respond within a reasonable timeframe. If you are not satisfied with our handling of a refund matter, you may escalate the issue in accordance with our formal complaint procedure or seek recourse through the relevant regulatory authority in your jurisdiction.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>9. LIABILITY AND DISCLAIMER<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">V5Pay is not a party to the underlying contract between the Merchant and Customer, and is not liable for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the quality, safety, legality, or description of the Merchant\u2019s products or services;<\/li>\n\n\n\n<li>any misrepresentation, fraud, or breach by the Merchant or Customer;<\/li>\n\n\n\n<li>any refund, return, cancellation, or exchange policy of the Merchant;<\/li>\n\n\n\n<li>any failure by the Merchant to fulfil its refund obligations.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">V5Pay does not guarantee:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>that any Refund Request will be successful;<\/li>\n\n\n\n<li>that funds will be available for a Refund;<\/li>\n\n\n\n<li>that a Customer will receive a Refund within a specific timeframe;<\/li>\n\n\n\n<li>that a Chargeback dispute will be resolved in the Merchant\u2019s favour.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To the maximum extent permitted by applicable law, V5Pay\u2019s liability arising out of or in connection with this Policy, any Refund, Chargeback, or cancellation shall be limited in accordance with the Terms of Service. Nothing in this Policy excludes or limits liability that cannot be excluded or limited under applicable law.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>10. GOVERNING LAW<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">This Refund Policy is governed by the laws of the jurisdiction of the V5Pay entity that processed the relevant transaction. For transactions involving V5 Philippines Corp., Muon Group Colombia S.A., or UNIONRAY GLOBAL CO. LIMITED, the applicable law shall be the law of the Philippines, Colombia, or Hong Kong (SAR), respectively, as determined by your account agreement.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>11. AMENDMENTS<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">V5Pay reserves the right to update or modify this Refund Policy at any time. The most current version will be posted on our website, and material changes will be notified to you via email or other reasonable means.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>12. CONTACT INFORMATION<\/strong><\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">For any questions, concerns, or inquiries regarding this Refund Policy, or to submit a Refund Request or dispute, please contact the relevant V5Pay entity through the channels published on the V5Pay website.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>V5 Philippines Corp.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">9\/F Filinvest One Building, Alabang-Zapote Road corner Northgate Avenue, Filinvest City, Alabang, Philippines<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Muon Group Colombia S.A.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cr 7 No.74B 56 Of. 301 Ed. Corficaldas, Bogot\u00e1 D.C., Colombia<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>UNIONRAY GLOBAL CO. LIMITED<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Unit 03, 7\/F., LT Tower, No. 31 Chong Yip Street, Kwun Tong, Kowloon, Hong Kong<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">General Contacts:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Website:&nbsp;<a href=\"https:\/\/www.v5pay.com\/zh\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.v5pay.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Customer Support:&nbsp;<a href=\"mailto:support@v5pay.com\">support@v5pay.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By using V5Pay&#8217;s services, you acknowledge that you have read and understood this General Refund Policy and agree to its terms.<\/p>\n\n<\/div><\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"tpgb_global_settings":"","footnotes":""},"class_list":["post-3021","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Refund Policy - V5Pay<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.v5pay.com\/zh\/refund-policy\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Refund Policy - V5Pay\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.v5pay.com\/zh\/refund-policy\/\" \/>\n<meta property=\"og:site_name\" content=\"V5Pay\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/p\/V5PAY-61557502555966\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-07T09:16:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.v5pay.com\/wp-content\/uploads\/2024\/04\/SEO-banner.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u9884\u8ba1\u9605\u8bfb\u65f6\u95f4\" \/>\n\t<meta name=\"twitter:data1\" content=\"7 \u5206\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.v5pay.com\\\/refund-policy\\\/\",\"url\":\"https:\\\/\\\/www.v5pay.com\\\/refund-policy\\\/\",\"name\":\"Refund Policy - V5Pay\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.v5pay.com\\\/#website\"},\"datePublished\":\"2026-09-07T08:55:43+00:00\",\"dateModified\":\"2026-09-07T09:16:56+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.v5pay.com\\\/refund-policy\\\/#breadcrumb\"},\"inLanguage\":\"zh-Hans\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.v5pay.com\\\/refund-policy\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.v5pay.com\\\/refund-policy\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"\u9996\u9875\",\"item\":\"https:\\\/\\\/www.v5pay.com\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Refund Policy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.v5pay.com\\\/#website\",\"url\":\"https:\\\/\\\/www.v5pay.com\\\/\",\"name\":\"V5Pay\",\"description\":\"Cross-border payment gateway covering 60+ countries with 200+ local payment methods. 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