Refunds and Disputes Policy

Version: 2026.09.1
Effective from: 11 September 2026 (UTC)

1. About this Policy

This Policy explains how PaymentFlux handles cancellation requests, card refunds and disputes relating to supported UK residential rent Property Payments made through the Platform.

It should be read with our Platform Terms, Payment Authorisation, Future Charge Consent and Complaints Policy.

Important points:

• PaymentFlux enables rent Property Payments by card. The intended receiver is the Recipient.
• A Recipient is typically a landlord or letting agent, but the same rules apply to any supported rent Recipient.
• A Recipient is not necessarily a PaymentFlux customer.
• PaymentFlux performs Recipient Verification Checks designed to reduce risk. Those checks are not guarantees of identity, authority, ownership, entitlement or future conduct.
• You remain responsible for checking Recipient and payment details before you confirm.
• PaymentFlux works with third-party Payment Partners to process card payments and related transfers. Stripe currently provides card-processing services used by PaymentFlux.
• PaymentFlux does not provide a Customer wallet, stored-value balance, payment account or e-money account.
• PaymentFlux does not act as landlord, letting agent, bank or financial adviser.
• Card capture does not mean the Recipient has received funds.
• Transfer initiation does not necessarily mean the Recipient has received funds.
• A card refund is separate from recovery of money already sent to a Recipient.
• Cancellation, refund, returned Recipient transfer and card dispute/chargeback are different processes.
• Refund availability depends on the payment stage and whether funds remain recoverable.

Nothing in this Policy removes rights you may have under applicable law, including the Consumer Rights Act 2015 where it applies.

2. Important distinctions

Process	Meaning
Cancellation	A request to stop a Property Payment before the relevant processing stage makes that impossible
Refund	Money returned to your original payment method after cancellation, failure, return, correction or another accepted reason
Returned Recipient transfer	Rent funds later returned by the Recipient’s bank or payment route after a transfer has been attempted or performed
Card dispute / chargeback	A process controlled by your card issuer and relevant card-scheme rules
Recipient dispute	A disagreement between you and the Recipient about rent, account crediting, contractual entitlement or another underlying matter

These are different processes. You may have more than one route, but starting one process may affect another.

PaymentFlux does not control card-issuer decisions.

The following situations are also not treated as the same:

Situation	How it is handled
A. Incorrect Recipient details supplied or confirmed by you	Recovery steps as described in section 12. Recovery cannot be guaranteed. PaymentFlux is not normally responsible for resulting loss where the payment was correctly executed using those details, subject to applicable law
B. PaymentFlux-side failure	Correction or refund as described in section 13. If refunded because of a PaymentFlux-side failure, the refund includes the rent amount and the PaymentFlux fee
C. Recipient-bank rejection or return	Recovered rent funds returned as described in section 9. The PaymentFlux fee is normally retained, subject to applicable law and PaymentFlux-side fault
D. Suspected fraud or scam	Investigation and lawful cooperation as described in section 14. This is not treated as a simple incorrect-details case

3. Payment stages

The table below describes stages in plain English. Exact labels in the Platform may vary slightly.

Stage	What it means	Can cancellation normally be requested?	What may happen next?
Before card charge	You have started or confirmed a Property Payment, but card charging has not begun	Yes, where the Platform still shows the payment as cancellable	The payment can usually be stopped without a card refund
Card authorisation	Your issuer has approved or reserved the amount. The Recipient has not received it	Often yes, while the Platform still shows the payment as cancellable	The reservation may be released, or processing may continue to capture
Card capture	The card charge has been collected through the Payment Partner	Often yes, until Recipient transfer has been initiated	Cancellation may require a card refund rather than simply voiding the charge
Under review or awaiting transfer	PaymentFlux may still be conducting checks or operational processing before transfer	Often yes, until transfer initiation	Processing may continue, pause for review, fail, or move to transfer
Recipient transfer initiated	The instruction to move funds towards the Recipient has started	Usually no through the Platform cancellation control	Recovery may depend on banks, Payment Partners, the Recipient or legal process
Recipient transfer completed	Available information indicates the transfer completed to the Recipient account	Usually no through the Platform	PaymentFlux may no longer be able to stop or reverse the transfer through the Platform
Failed or returned	The charge or transfer failed, or money was returned through the relevant payment route	Cancellation may no longer apply; a refund or correction may be assessed	Investigation, reconciliation and, where funds are recoverable, a card refund or other corrective step

A completed Recipient transfer will usually no longer be cancellable through the Platform. Other recovery routes may sometimes exist, depending on the circumstances, but PaymentFlux cannot guarantee that funds can be recovered.

4. Eligible cancellation before Recipient transfer

Where PaymentFlux still permits cancellation before a transfer to the Recipient has been initiated, and that cancellation is confirmed:

• if a card charge has not yet been taken, the payment can normally be stopped without a card refund;
• if the card charge has already been collected, a card refund to your original payment method may be required.

Where a card refund is required for an accepted customer cancellation at this stage, PaymentFlux will return the amount you paid, except for the actual card-processing cost charged by our Payment Partner and not returned to us. PaymentFlux does not retain its own PaymentFlux fee as profit on that cancellation.

That refund is made to your original payment method, subject to normal payment-network processing times and any rights or remedies required by law. This does not affect rights you may have under applicable law, including the Consumer Rights Act 2015 where it applies. If a refund is the appropriate remedy for a PaymentFlux-side failure, section 13 applies instead.

The Platform shows whether a Property Payment is still cancellable. Use that control promptly where it is available. If it is not available, contact the Support Centre promptly:

https://paymentflux.co.uk/support/contact/

Cancellation is not confirmed until the Platform or PaymentFlux confirms it. An in-flight action may complete before a cancellation request is applied.

Cancelling a Property Payment does not automatically end your rent obligation to the Recipient.

5. After card authorisation but before capture

Authorisation means the issuer has approved or reserved funds. It does not mean the Recipient has been paid.

Where the Platform still shows the payment as cancellable, you may usually cancel. We will then take reasonable steps to stop further processing. Timing depends on Payment Partner and issuer processes. If cancellation is confirmed before transfer initiation, section 4 applies.

6. After card capture but before Recipient transfer initiation

Once the card charge has been collected, stopping the payment usually means arranging a card refund (or another corrective step), not merely voiding an unused reservation.

Where the Platform still shows the payment as cancellable, use that control promptly. If it does not, contact the Support Centre immediately.

If cancellation is confirmed before transfer initiation, section 4 applies.

7. After Recipient transfer initiation

After transfer initiation, PaymentFlux may no longer be able to cancel the payment through the Platform. Stopping the payment may no longer be possible or safe.

We will still assess whether:

• we acted with reasonable care and skill;
• we followed the confirmed Payment Instruction;
• our own error contributed;
• statutory rights require a remedy; and
• recovery steps remain available.

Recovery may depend on banks, Payment Partners, the Recipient or legal process. Successful recovery cannot be guaranteed.

8. After Recipient receipt

If available information indicates the Recipient has received the funds, a Platform cancellation will usually no longer be available.

A completed Recipient transfer does not automatically end every possible recovery route in law, but PaymentFlux may be unable to reverse the transfer through the Platform.

If the issue is really a dispute with the Recipient, see section 16. If you believe PaymentFlux processed the wrong amount or sent the payment contrary to the Recipient details you confirmed, see section 13. If you supplied incorrect details, see section 12.

9. Failed or returned Recipient transfers

A captured card payment and a Recipient transfer are separate stages.

If a Recipient transfer has already been attempted or performed and the Recipient’s bank or payment route later returns the rent funds:

• PaymentFlux will return the recovered rent amount to your original payment method where operationally possible and appropriate; and
• the PaymentFlux fee is normally not refunded, because the payment and transfer service has already been performed or attempted.

The PaymentFlux fee will still be refunded where:

• applicable law requires it;
• the problem was caused by PaymentFlux; or
• the Platform Terms or this Policy otherwise require a fee refund.

PaymentFlux will not retry a failed or returned transfer unless the Customer’s existing authority and the applicable payment process permit the retry. We may instead contact the Customer or take another appropriate corrective step.

Returned funds may need reconciliation before a refund can be issued. Timing depends on Payment Partners and banks.

10. Duplicate card charges

If you believe you have been charged twice for the same Property Payment, contact the Support Centre promptly and provide the payment references, dates and amounts.

We will investigate. Where a duplicate charge occurred because of PaymentFlux systems or processing, we will take reasonable corrective action, which may include a card refund of the duplicate amount.

If two separate Payment Instructions were confirmed, both may be valid unless one was cancelled or corrected. A repeated technical attempt to process the same confirmed Payment Instruction is not treated as a separate instruction from you.

11. Incorrect payment amount

If PaymentFlux charged a materially different amount from the amount you confirmed, we will investigate and, where we are responsible, take reasonable corrective action. That may include stopping further processing, arranging a card refund, correcting records or another appropriate remedy.

If you entered or confirmed the wrong amount, see section 12.

12. Incorrect Recipient details supplied or confirmed by you

You must carefully check Recipient account and payment details before you authorise a Property Payment.

PaymentFlux may rely on the account and payment details you supply or confirm when executing or arranging the payment, unless we know or reasonably suspect that the instruction is erroneous, unauthorised or affected by fraud.

If you discover that Recipient details are incorrect, contact the Support Centre immediately.

PaymentFlux will take the recovery steps required of it and, where applicable, work with its Payment Partners and other payment providers to try to recover the funds. The relevant receiving payment provider may also be involved.

Recovery cannot be guaranteed.

Where funds are recovered, they will be handled or refunded in accordance with this Policy, including section 9 where a Recipient-bank return applies and section 20 for refund method.

Where a payment was correctly executed using materially incorrect Recipient account details that you supplied or confirmed, PaymentFlux will not normally be responsible for the resulting loss, subject to applicable law and any responsibility that cannot lawfully be excluded.

If PaymentFlux itself caused the payment to be sent contrary to the correct Recipient details you supplied or confirmed, that is a PaymentFlux-side error under section 13. It is not treated as a customer-supplied incorrect-details case.

This section does not apply to suspected fraud or scam. See section 14.

We will not charge a recovery or administration fee unless the fee was disclosed or agreed, reflects a reasonable cost actually incurred, and is fair and lawful.

13. PaymentFlux-side failures

If a payment problem is one for which PaymentFlux is responsible (a “PaymentFlux-side failure”), and is not caused by incorrect Recipient details or other information you supplied, PaymentFlux may, depending on the circumstances:

• correct or complete the payment to the intended Recipient where that is safe, lawful and operationally possible; or
• refund the affected payment.

Where a refund is the appropriate remedy for a PaymentFlux-side failure, the refund includes:

• the rent amount; and
• the PaymentFlux fee.

Examples of a PaymentFlux-side failure include where PaymentFlux:

• processes a materially different amount from the confirmed instruction;
• sends a payment contrary to the correct Recipient details you supplied or confirmed;
• duplicates a payment due to its own systems; or
• fails to apply a confirmed cancellation when still operationally possible.

A delay, failure or decision of a Payment Partner, card issuer or bank is not automatically a PaymentFlux-side failure. It may still be a PaymentFlux-side failure where PaymentFlux is responsible for it, including where it is caused by PaymentFlux’s breach of the Platform Terms or PaymentFlux’s negligence. This Policy does not create a blanket exclusion of responsibility for Payment Partners.

We do not promise that we will always choose correction rather than refund, or refund rather than correction, before the facts are known. This Policy does not exclude appropriate correction or consumer remedies for PaymentFlux’s own breach. Statutory rights are not affected.

14. Unauthorised use, suspected fraud and scams

If you believe a card payment was unauthorised, or that you were deceived into making a Property Payment (including a suspected fraud or scam):

1. contact your card issuer immediately;
2. secure your PaymentFlux account (including changing your password where available);
3. contact PaymentFlux through the Support Centre immediately; and
4. provide relevant information and cooperate with reasonable security checks.

Your card issuer generally controls the card-account investigation. PaymentFlux may investigate account access, consent records and payment activity, and may restrict the account while investigating. We will cooperate lawfully with the issuer and Payment Partners.

Suspected fraud or scam is not treated as the same as incorrectly typed Recipient details, a Recipient-bank return, or a PaymentFlux execution error.

PaymentFlux does not decide, as your card issuer, whether the card transaction was legally unauthorised. Separate rights may apply under your agreement with your card issuer and applicable law.

15. Card-issuer disputes and chargebacks

Card disputes and chargebacks are operated by card issuers and card schemes. PaymentFlux does not guarantee eligibility or outcome.

Your issuer may request evidence. PaymentFlux may provide relevant transaction, consent, delivery and payment evidence.

A temporary issuer credit may later be reversed. A card dispute does not automatically cancel rent obligations to the Recipient.

Duplicate recovery of the same amount is not permitted. If your issuer has already reversed or credited an amount, PaymentFlux will take that into account.

You must not knowingly provide false information in a dispute. Using a genuine card-dispute right in good faith will not, by itself, result in punishment or account closure.

PaymentFlux may restrict an account where there is reliable evidence of abuse, fraud or material misrepresentation, consistently with the Platform Terms.

16. Disputes with the Recipient

PaymentFlux is not the decision-maker for disputes such as:

• rent amount;
• arrears;
• tenancy terms;
• property condition;
• whether the Recipient was contractually entitled to payment; or
• refund promises made directly by a Recipient.

PaymentFlux may:

• provide available payment status;
• provide a receipt or transaction record;
• investigate whether PaymentFlux followed the confirmed instruction;
• contact or cooperate with a Payment Partner; and
• take the recovery steps required of it where appropriate.

PaymentFlux cannot guarantee that a Recipient will return funds. Nothing in this Policy prevents you from pursuing rights directly against a Recipient.

17. How to request cancellation or refund

1. Use any available cancellation function in the Platform immediately.
2. If that is unavailable, or you need a refund after processing, contact the Support Centre: https://paymentflux.co.uk/support/contact/.
3. Provide the payment reference and a short description of what you need.

You do not need a formal letter. Cancellation or refund is not confirmed until PaymentFlux or the Platform confirms it.

18. Information and evidence required

Where available, please provide:

• payment reference;
• date and amount;
• card last four digits;
• screenshots;
• bank or card statement extracts;
• Recipient correspondence;
• tenancy or other rent-relationship evidence where relevant to the issue;
• fraud-report details; and
• evidence of a duplicate payment.

Do not send full card numbers or card security codes.

We can open a case without every item listed above. Incomplete evidence can limit the investigation.

19. Investigation process

We will assess:

• the payment stage;
• whether funds remain recoverable;
• consent and confirmation records;
• Payment Partner information;
• evidence you supply; and
• whether PaymentFlux followed the confirmed Payment Instruction and acted with reasonable care and skill.

We may ask follow-up questions. Investigations must be fair and proportionate.

20. Refund method

Card refunds are normally made to the original payment method through the relevant Payment Partner unless:

• the law requires otherwise;
• the original method cannot receive the refund;
• the Payment Partner requires another approach; or
• another lawful method is agreed after appropriate checks.

PaymentFlux does not provide a wallet or stored balance for refunds.

Your card issuer controls when the credit appears on your card account. Timing estimates are not guarantees.

21. Partial refunds

PaymentFlux may issue a full or partial refund where appropriate — for example to correct an overcharge, reverse a duplicate element, or refund only the recovered rent amount after a Recipient-bank return.

Partial refunds depend on the facts, recoverable funds and Payment Partner capabilities.

22. Fees

Applicable PaymentFlux fees are shown before you confirm a Payment Instruction.

Whether a PaymentFlux fee is refunded depends on the reason for the refund, the stage reached by the payment, the Service already provided and applicable consumer rights.

In particular:

• eligible cancellation before Recipient transfer initiation — if a card charge has not yet been taken, a refund is not normally required. If the card charge has already been collected, PaymentFlux returns the amount you paid except for the actual card-processing cost charged by our Payment Partner and not returned to us. PaymentFlux does not retain its own PaymentFlux fee as profit on that cancellation (section 4);
• Recipient-bank return after transfer has been attempted or performed — the PaymentFlux fee is normally retained, subject to applicable law and PaymentFlux-side fault (section 9);
• PaymentFlux-side failure — if the remedy is a refund, the PaymentFlux fee is included (section 13);
• if an external cost was actually incurred, it may be retained only where the contract permits it and the term is fair and transparent; and
• we do not charge an undisclosed refund-administration fee.

23. Timing

We will provide updates while we investigate. Once a card refund has been submitted, your card issuer may take additional time to display the credit.

After we accept a refund request, time may be needed to:

• investigate;
• submit the refund to the Payment Partner; and
• allow your card issuer to display the credit.

24. Rejected requests

If a cancellation, refund or dispute-assistance request is not accepted, we will normally explain:

• the reason;
• the relevant payment stage;
• material evidence considered;
• any remaining action PaymentFlux can take;
• any information still needed; and
• how to make a complaint under our Complaints Policy.

We may withhold fraud-control or confidential details where disclosure would create a security risk or breach legal obligations.

A rejected request can still be reviewed through our complaints process.

25. Complaints

If you are unhappy with how we handled a cancellation, refund or dispute request, use our Complaints Policy and the Support Centre.

26. Privacy

Personal data used in cancellation, refund and dispute handling is processed according to our Privacy Policy.

27. Contact

Purpose	Contact
Cancellation, refund or dispute requests	Support Centre — https://paymentflux.co.uk/support/contact/
Complaints	Support Centre and Complaints Policy
Privacy	Support Centre or [email protected]
Formal legal notices	[email protected]

PaymentFlux Ltd
Company number: 17152215
Registered office:
167–169 Great Portland Street
5th Floor
London
W1W 5PF
United Kingdom

28. Related documents

• Platform Terms
• Privacy Policy
• Cookie Policy
• Payment Authorisation
• Future Charge Consent
• Complaints Policy

29. Version information

Field	Value
Document	Refunds and Disputes Policy
Version label	2026.09.1
Effective from	11 September 2026 (UTC)
Locale	en-GB

This Policy applies from the effective date above once published through our consent catalogue for that version. Until published, earlier published versions continue to apply where already in use.