> For the complete documentation index, see [llms.txt](https://pingbusiness.gitbook.io/pingbusiness/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://pingbusiness.gitbook.io/pingbusiness/payments/refunds.md).

# Refunds

### **Your Refund Policy As A Merchant**

You set your own refund policy for your products, based on your own business needs. You must:

* **Publish it** — state your refund terms clearly on your checkout or product page before purchase;
* **Honor it** — failing to honor your stated refund terms is a breach of the Acceptable Use Policy;
* **Comply with local consumer law** — some jurisdictions (e.g., the EU) give buyers statutory rights for digital purchases that override a "no refunds" policy. You are responsible for compliance in the markets you sell to.

A "no refunds" policy is allowed but rarely advisable: buyers who cannot get a refund can still file a chargeback with their bank at any time — which costs you more (Section 4). A fair, fast refund is almost always cheaper than a dispute.

### **Issuing Refunds**

* You can issue a **full or partial refund** at any time from your dashboard (or via the API), on any order.
* Refunds are returned to the buyer's original payment method and may take up to **10 business days** to appear on their statement, depending on their payment method.
* Refunds include any indirect tax (VAT/GST/sales tax) charged at checkout — the tax portion is returned to the buyer and the tax adjustment is handled by PingBusiness; only the net product amount is deducted from your balance.
* The refunded amount is deducted from your available balance. If your balance is insufficient, it is deducted from future sales or your balance goes negative
* PingBusiness will at most return 4% of the platform fee on the original transaction.
* Refunds cannot be reversed once issued.

### **Refunds Initiated By PingBusiness**

To protect you and the platform from chargebacks and fraud losses, PingBusiness reserves the right to issue a refund on your behalf, at its discretion, within **60 days** of a purchase, where:

* a chargeback appears likely (e.g., a buyer complaint of non-delivery, fraud indicators, or a card-issuer early-warning alert);
* the transaction appears fraudulent or unauthorized; or
* the product materially differs from what was listed.

Where practical, we will notify you before or promptly after doing so. This mirrors standard platform practice for digital goods.


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