Last updated: July 11, 2026
This Refund Policy explains how refunds are handled for (a) fees charged by NerrowPay to merchants for use of our platform, and (b) payments processed through NerrowPay between merchants and their end customers.
NerrowPay is a payment gateway. In most cases, the merchant using NerrowPay — not NerrowPay itself — is responsible for their own refund and cancellation policy with their end customers. This policy covers the mechanics of how refunds flow through our platform, plus our own subscription/fee refund terms.
Transaction fees charged by NerrowPay for successfully processed payments are generally non-refundable, since they reflect the cost of processing already incurred. If you believe you were incorrectly charged due to a billing error on our part, contact us within 30 days and we will investigate and correct any confirmed error.
Merchants can initiate a refund to their customer directly from the NerrowPay dashboard or via the API. When a refund is issued:
Once a refund is initiated, funds typically reach the customer within these timeframes, though exact timing depends on the customer's bank or card issuer:
If a customer disputes a transaction directly with their bank or card issuer (a chargeback), the merchant will be notified through the dashboard and given the opportunity to submit supporting evidence. Chargeback fees, where applicable, are disclosed in the merchant's pricing plan.
If a payment is deducted from a customer's account but shows as failed on the merchant's dashboard, the amount is automatically reversed to the customer within the standard refund timelines above. Genuine duplicate charges caused by a platform error are refunded in full, including any associated fees.
End customers should first contact the merchant they purchased from, since NerrowPay processes payments on the merchant's behalf and cannot independently reverse a transaction. Merchants can request platform-fee refund reviews using the contact details below.
For refund-related questions, reach out to: