Refund Policy

/Refund Policy
Refund Policy2018-10-11T14:10:37+00:00

MistralPay Account – Refund policy

If the customer deposit funds in his Payment Account and then authorises a Payment or Withdrawal of those funds, the customer agrees there will be no chargeback, cancellation, reversal or deauthorisation of the payment method used to make that deposit.

Without limiting our rights or remedies, if the customer makes a chargeback, cancellation, reversal or deauthorisation of a payment in such circumstances, the customer is responsible for refunding the payment to MistralPay. We may, at our discretion, recover the amount by reducing the customer’s Payment Account balance, re-charging the customer’s credit card or bank account for the amount or otherwise collecting such amount from the customer.

If a negative balance is created in the customer’s Payment Account (e.g. due to a chargeback, reversal of a deposit, or a transaction is processed for a larger amount than the amount of funds available in the customer’s Payment Account) or if the customer causes their Payment Account to go into a negative balance for any other reason, the customer will be required to repay such negative balance by uploading sufficient funds into the customer’s Payment Account to bring it back to at least a zero balance. Customer’s failure to do so is a breach of the Refund Policy.

The customer agrees to pay MistralPay the outstanding amount immediately on demand. MistralPay reserves the right to automatically debit such outstanding amounts from any deposits the customer subsequently makes to their own Payment Account. MistralPay shall be entitled to charge the customer for any reasonable expenses we incur as a result of any negative balance on the customer’s Payment Account.

MistralPay reserves the right, at any time, to send to the customer reminders or to take other debt collection measures including but not limited to mandating a debt collection agency or solicitors or to pursue the claim in court. MistralPay reserves the right to charge to the customer the expenses that MistralPay reasonably incurs in connection with any such debt collection or enforcement efforts. This provision shall survive termination of the relationship between the customer and MistralPay.

If the customer receives a refund for purchases made with own card, the refund will be paid to the customer’s own card. For legal reasons, the customer is not entitled to receive refunds in cash for transactions made using own card. Refunds may take up to 30 days to process.

MistralPay accepts no responsibility for the goods or services the customer purchases using the MistralPay Service. All such disputes must be addressed directly with the Merchant providing the relevant goods or services. Once the customer has used the MistralPay Service to make a purchase, we are unable to stop that transaction. However, where the customer has used own card to buy goods or services the customer may have a claim against the Merchant if the goods or services are unsatisfactory, not supplied, supplied only in part or do not match the supplier’s description.

The customer must notify MistralPay of any dispute within 60 days of the purchase and the chargeback will only be applied to the customer account if successfully secured from the Merchant through a Credit Card company. Credit Card companies and not MistralPay will determine who will win the chargeback. If the customer wrongly makes a chargeback claim, MistralPay will be entitled to charge to the customer any fees we reasonably incur in pursuing the chargeback claim and MistralPay will be entitled to debit the customer’s Payment Account with the amount of any such fees.