Refund & Disputes Policy

A refund is the return of funds by a merchant following the cancellation of a purchase, the return of goods, the non-delivery of services or any other reason accepted by the merchant.

PrimCard cannot independently approve or issue refunds for purchases made from merchants. Refund decisions are made solely by the merchant in accordance with its own policies, the applicable payment network rules and any agreement between the customer and the merchant.

Customers should always contact the merchant directly before requesting PrimCard's assistance. In many cases, merchants are able to resolve refund requests more quickly than a formal dispute process.

Where a merchant agrees to issue a refund, the refund will be processed through the applicable payment network and authorised infrastructure providers before being credited to the relevant virtual card or otherwise handled in accordance with the applicable card programme.

Refund processing times vary depending on the merchant, payment network, authorised infrastructure providers and the operational procedures applicable to the relevant virtual card programme. PrimCard cannot guarantee when a refund will be received and accepts no responsibility for delays caused by merchants, payment networks or authorised third parties.

Refunds are normally credited in the same currency in which the original transaction was processed. Where currency conversion is required, the final amount received may differ from the original transaction amount due to exchange rate movements, payment network rules or applicable conversion fees.

Where a virtual card has expired, been replaced or closed, any refund will be processed in accordance with the procedures supported by the relevant card programme. In certain circumstances, additional processing time may be required before the funds become available.

Customers should retain all correspondence with the merchant, including order confirmations, invoices, cancellation confirmations and refund confirmations, as this information may be required if PrimCard is asked to assist with a dispute.

A refund requested from a merchant does not guarantee that the merchant will approve the request or that the payment network will successfully process the refund.

PrimCard may request additional information where reasonably necessary to investigate delayed refunds or assist with enquiries relating to refund processing. If a refund cannot be located after the normal processing period, PrimCard may request additional transaction details from the customer before contacting the relevant authorised infrastructure providers for further investigation.

PrimCard maintains records of refund requests, refund processing information and related customer communications to assist with investigations, resolve customer enquiries and comply with applicable legal, contractual and operational requirements.

A reversal occurs when a previously authorised transaction is cancelled before final settlement or when an authorised amount is released by the merchant or payment network.

Reversals differ from refunds. A refund relates to a completed transaction that has already been settled, whereas a reversal normally occurs before the transaction has been fully completed.

Where a transaction is reversed, the previously reserved amount will normally be released back to the available balance of the relevant virtual card.

The timing of a reversal depends on the merchant, the payment network, the authorised infrastructure providers and the operational procedures of the applicable card programme. PrimCard does not control when a merchant releases an authorisation or submits a reversal request and cannot guarantee the timeframe within which funds will become available.

Some merchants, including hotels, vehicle rental companies, fuel stations and subscription providers, may place temporary authorisations that remain outstanding for several days before they are released or settled. During this period, the authorised amount may remain unavailable for other transactions even though the final purchase has not yet been completed.

If a merchant does not complete or release an authorisation within the applicable payment network time limits, the reserved funds will normally be released automatically in accordance with the relevant payment network rules.

Customers should not request duplicate transactions while an authorisation remains pending, as this may result in multiple temporary holds being placed against the available card balance.

Where a customer believes that an authorisation has remained pending for an unreasonable period, PrimCard may investigate the matter and, where appropriate, liaise with the authorised infrastructure providers to determine the status of the transaction. PrimCard may request supporting information, including the transaction amount, merchant details, transaction date or any communication received from the merchant to assist with the investigation.

The successful release of an authorisation remains subject to the actions of the merchant, payment network and authorised infrastructure providers. PrimCard cannot manually remove an active authorisation placed by a merchant where such authority rests with the payment network or card programme.

PrimCard maintains records of authorisations, reversals and related transaction activity to assist with customer enquiries, dispute investigations and operational reviews.

A chargeback is a formal dispute process that allows a cardholder to challenge an eligible card transaction through the applicable payment network where a transaction cannot be resolved directly with the merchant.

Chargebacks are governed by the rules of the relevant payment network and the operational procedures of the applicable card programme. Not every transaction or dispute is eligible for a chargeback.

Customers should always attempt to resolve the matter directly with the merchant before requesting that PrimCard considers a chargeback request. Where a merchant refuses a refund or fails to resolve a genuine dispute, PrimCard may assist in determining whether the transaction may qualify for a chargeback under the applicable payment network rules.

The submission of a chargeback request does not guarantee that a dispute will be accepted or that funds will be recovered. Each chargeback request is assessed individually based on the information provided by the customer, the transaction records, the applicable payment network rules and any evidence supplied by the merchant.

Customers may be required to provide supporting documentation before a chargeback can be considered. This may include order confirmations, invoices, proof of payment, communication with the merchant, delivery information, screenshots, cancellation confirmations or any other information reasonably required to assess the dispute. Failure to provide requested information within the applicable time limits may result in the chargeback request being declined.

PrimCard may refuse to submit a chargeback where the dispute falls outside the applicable payment network rules, where insufficient evidence is available or where the request is considered fraudulent, abusive or otherwise inconsistent with these Terms and Conditions.

The outcome of a chargeback is determined by the applicable payment network and the parties involved in the dispute. PrimCard cannot influence the final decision and cannot guarantee that the disputed funds will be returned.

Certain chargeback requests may be subject to administrative costs or fees imposed by the relevant payment network or authorised infrastructure providers. Where applicable, these fees may be charged in accordance with the PrimCard fee schedule.

Customers must cooperate fully throughout the chargeback process and respond promptly to any requests for additional information. Failure to do so may affect the outcome of the dispute.

PrimCard maintains comprehensive records of all chargeback requests, supporting documentation, correspondence and decisions to assist with investigations, legal obligations and operational reviews.

If you believe that a transaction has been made using your PrimCard virtual card without your authorisation, you must notify PrimCard as soon as reasonably practicable after becoming aware of the transaction.

Prompt reporting is important and significantly improves our ability to investigate the matter, protect your account and determine whether any recovery options may be available.

If you suspect that your virtual card details have been compromised, you should immediately freeze the card through the PrimCard platform where this functionality is available. If you are unable to freeze the card, you should contact PrimCard without undue delay so that appropriate protective measures can be taken.

Upon receiving a report of an unauthorised transaction, PrimCard may temporarily restrict the affected virtual card, request additional information, review recent account activity and carry out a security investigation.

Customers may be asked to provide information relating to the disputed transaction, including the transaction amount, merchant name, transaction date, recent account activity or any other information reasonably necessary to investigate the matter. PrimCard may also request information regarding the security of your account, including whether your login credentials, mobile device, email account or authentication methods may have been compromised.

Where appropriate, PrimCard may assist in determining whether the transaction qualifies for a chargeback under the applicable payment network rules.

The reporting of an unauthorised transaction does not automatically result in a refund or chargeback. Each case is assessed individually based on the available evidence, payment network rules and the outcome of any investigation.

PrimCard is not responsible for transactions that have been authorised by the customer or by any person to whom the customer has voluntarily disclosed their account credentials, virtual card details, authentication codes or other security information.

PrimCard may decline claims relating to unauthorised transactions where there is evidence of fraud, deliberate misuse, material negligence, false reporting or a failure to take reasonable steps to protect the security of the account.

Customers are responsible for reviewing their account activity and transaction history regularly. Failure to report suspicious activity within a reasonable period may reduce the ability to investigate the matter or recover funds where recovery options exist.

PrimCard maintains detailed records of all reported unauthorised transactions, investigations, communications and decisions to support customer enquiries, dispute resolution, fraud prevention and compliance with applicable legal and operational requirements.

If you believe that a transaction has been processed incorrectly or that you have a valid dispute relating to a transaction made using your PrimCard virtual card, you should contact PrimCard as soon as reasonably practicable after becoming aware of the issue.

Before submitting a formal dispute, customers should first attempt to resolve the matter directly with the merchant. Many issues, including duplicate charges, incorrect amounts, cancelled orders and delivery disputes, can often be resolved more quickly by the merchant.

Where the matter cannot be resolved directly, PrimCard may assist in reviewing the transaction and determining whether further action is available under the applicable payment network rules.

When submitting a dispute, customers should provide as much relevant information as possible. This may include the transaction date, transaction amount, merchant name, order confirmation, invoices, correspondence with the merchant, screenshots and any other supporting documentation that may assist with the investigation. Incomplete information may delay the investigation or limit PrimCard's ability to assess the dispute.

Once sufficient information has been received, PrimCard will review the available evidence together with any relevant information received from authorised infrastructure providers or payment networks.

Additional information may be requested during the investigation if further clarification is required. Customers are expected to cooperate fully and respond within a reasonable period.

The length of a dispute investigation varies depending on the complexity of the matter, the responsiveness of the merchant, the payment network procedures and the operational requirements of the authorised infrastructure providers. PrimCard cannot guarantee the outcome of any dispute or the timeframe within which a final decision will be reached.

Where a dispute qualifies under the applicable payment network rules, PrimCard may initiate or support a chargeback request on behalf of the customer where appropriate.

If a dispute is rejected by the applicable payment network or authorised infrastructure provider, PrimCard will inform the customer of the outcome where reasonably practicable.

PrimCard reserves the right to reject disputes that are submitted outside the applicable time limits, are unsupported by sufficient evidence, relate to transactions authorised by the customer or are considered fraudulent, abusive or otherwise inconsistent with these Terms and Conditions.

All dispute records, supporting documentation, correspondence and investigation outcomes are retained by PrimCard in accordance with its record retention procedures and may be used for compliance, legal, operational and fraud prevention purposes.

PrimCard aims to process refund enquiries, disputes and related requests as efficiently as reasonably possible. However, processing times depend upon the nature of the request and the involvement of merchants, payment networks and authorised infrastructure providers.

Certain requests may be resolved quickly, whilst others require information from third parties and therefore take longer to investigate.

Refunds issued by merchants are processed according to the procedures of the applicable payment network and authorised infrastructure providers. PrimCard cannot control when a merchant submits a refund or when the refunded funds become available.

Chargeback investigations and transaction disputes generally require additional review and may involve communication between multiple parties before a final outcome can be determined.

Where additional information is required from the customer, merchant or authorised infrastructure provider, the investigation may remain pending until sufficient information has been received. PrimCard will make reasonable efforts to keep customers informed where a request remains under investigation for an extended period.

Customers can help reduce processing times by providing complete and accurate information when submitting a refund enquiry or dispute, together with any supporting documentation that may assist the investigation.

Failure to respond to requests for additional information within a reasonable period may delay the investigation or result in the matter being closed if sufficient information is not available to continue the review.

The duration of investigations may also be affected by payment network rules, merchant response times, public holidays, banking holidays, technical issues or operational events affecting authorised infrastructure providers. PrimCard does not guarantee that any refund, reversal, dispute or chargeback will be completed within a particular timeframe.

Where a matter has been resolved, customers will be notified through the PrimCard platform, by email or through another appropriate communication method, where reasonably practicable.

PrimCard maintains records of all refund enquiries, disputes, processing times and investigation outcomes to support customer service, operational improvements, compliance obligations and fraud prevention activities.

PrimCard is committed to providing a professional, reliable and transparent service. If you are dissatisfied with any aspect of the PrimCard platform or the services we provide, you may submit a complaint for review.

Customers should contact PrimCard as soon as reasonably practicable after becoming aware of the issue. Early notification allows us to investigate the matter more effectively and helps minimise any potential disruption or delay.

Complaints may relate to account services, virtual cards, transaction processing, customer support, refunds, disputes, technical issues or any other aspect of the PrimCard platform.

When submitting a complaint, customers should provide sufficient information to allow PrimCard to investigate the matter. This may include your account details, transaction references, dates, supporting documentation, screenshots or any other relevant information. Incomplete information may delay the investigation or prevent PrimCard from fully assessing the complaint.

Once a complaint has been received, PrimCard will acknowledge it and begin an internal review. Where additional information is required, we may contact you during the investigation.

Complaints are reviewed by the appropriate internal team based on the nature of the issue. Where necessary, PrimCard may also obtain information from authorised infrastructure providers, payment networks or other relevant third parties.

PrimCard aims to investigate complaints fairly, objectively and within a reasonable period. However, the time required to complete an investigation will depend on the complexity of the matter and the involvement of third parties.

Where a complaint concerns a merchant transaction, refund, reversal or chargeback, PrimCard may be limited by the procedures and decisions of the applicable payment network or authorised infrastructure providers.

If PrimCard determines that an operational error has occurred within our control, we will take reasonable steps to correct the issue where appropriate.

Submitting a complaint does not prevent PrimCard from continuing to apply security measures, compliance reviews or account restrictions where these are reasonably necessary to protect the platform or comply with applicable legal obligations.

If you remain dissatisfied after PrimCard has completed its review, you may have additional rights under applicable law to pursue other remedies or refer the matter to the appropriate authority where such rights exist.

PrimCard maintains records of all complaints, investigations, correspondence and outcomes to support service improvements, compliance obligations, quality assurance and the continued development of the PrimCard platform.

PrimCard may amend, update or replace this Refund & Disputes Policy from time to time to reflect changes to our services, operational procedures, payment network requirements, authorised infrastructure providers, legal obligations or regulatory requirements.

As the PrimCard platform continues to evolve, new products, services or transaction types may require changes to the way refunds, disputes and chargebacks are handled. Where this occurs, this policy will be updated to reflect those changes.

We may also revise this policy where necessary to improve customer protection, strengthen operational procedures, address fraud risks or comply with changes in applicable laws or payment network rules.

The latest version of this Refund & Disputes Policy will always be published on the PrimCard website together with the date on which it became effective.

Where changes materially affect customer rights or the way refund and dispute requests are handled, PrimCard may provide additional notice through the website, customer dashboard, email or other appropriate communication channels where reasonably practicable.

Your continued use of the PrimCard platform after an updated Refund & Disputes Policy becomes effective constitutes your acceptance of the revised policy to the extent permitted by applicable law. If applicable law requires your consent before certain changes become effective, PrimCard will obtain such consent before implementing those changes.

Previous versions of this Refund & Disputes Policy may be retained for legal, regulatory, audit and record-keeping purposes.

If you have any questions regarding this Refund & Disputes Policy or require assistance with a refund, reversal, chargeback or transaction dispute, you may contact PrimCard through the customer support channels available on the PrimCard website or through your registered PrimCard account.

PrimCard aims to respond to customer enquiries promptly and will make reasonable efforts to investigate all refund and dispute requests fairly and objectively.

Where your enquiry relates to a specific transaction, PrimCard may request additional information to verify your identity and to obtain sufficient information to investigate the matter.

Customers are encouraged to retain transaction confirmations, merchant correspondence, invoices, receipts and any other relevant documentation that may assist in resolving enquiries or disputes.

For security and legal reasons, PrimCard may be unable to disclose confidential information relating to payment network procedures, fraud prevention systems, compliance reviews or internal operational processes.

Nothing in this Refund & Disputes Policy limits any rights or remedies available to customers under applicable law or prevents customers from seeking independent legal advice or contacting a competent authority where such rights exist.