Refund & cancellation policy

Refunds on a customer payment are initiated by the merchant who collected it, from the merchant console or through support. Pelocal does not unilaterally reverse a settled customer payment except where required by law, a payment system rule or a channel provider.

Where a transaction fails after the customer has been debited, the amount is reversed through the payment system in the ordinary course without a merchant request.

Refund requests are submitted to the payment system on the working day they are raised. Credit to the customer's account depends on their bank or payment provider and typically completes within a few working days.

Settlement of the merchant's remaining balance continues on the normal cycle: capture before 3 PM on a working day settles the same day, later capture settles the next working day.

Transaction fees on a refunded payment are treated in line with the commercial terms applicable to your account. Where a fee is not recoverable from the payment system, it may not be refundable.

You may stop using Pelocal at any time. Outstanding balances are settled in the ordinary cycle, subject to holds for chargebacks, disputes or regulatory requirements.

Refund or cancellation questions: support@pelocal.com. Unresolved matters: internal.support@pelocal.com.