1. Scope
This policy applies to all refunds and chargeback/dispute handling for VaultPay merchants.
2. Refund Timelines by Channel
| Channel | Timeline |
|---|---|
| JazzCash | 1-3 business days |
| Easypaisa | 1-3 business days |
| Bank Transfer (IBFT) | 3-5 business days |
| Visa/Mastercard | 5-10 business days |
3. Chargeback Rules
A PKR 2,500 dispute fee may apply when a chargeback is upheld. Monitoring threshold: 1.5% chargeback ratio.
4. Non-Refundable Cases
Transactions older than 90 days and VaultPay processing fees are typically non-refundable unless required by law.
5. Merchant Responsibilities
Merchants must provide supporting documents on time and maintain clear fulfillment records.
6. Support Contacts
refunds@vaultpay.pk 路 +92-21-3500-0001 路 +92-51-2000-0001 路 +92-42-3500-0001
7. Policy Updates
VaultPay may amend this policy based on regulatory updates and network requirements.