Refund & Dispute Policy

DPay never holds money, which changes what a refund is. This page covers the three situations that come up: a customer who wants money back from a merchant, a merchant who wants a plan fee back from DPay, and a payment that is disputed.

1. Refunds to your customers

When a customer pays through DPay, the money goes from their bank or wallet directly into your account. DPay does not have it, so DPay cannot return it. A refund is a transfer from you back to the customer, made from your own bank or wallet app, on whatever terms you offer.

What DPay gives you: the verified record of the original payment (amount, time, the bank the customer paid from, the masked account, the bank's transaction id, and the reference) under the payment in your dashboard and through the API. Use it to identify the customer and the exact amount. When you have refunded, you may mark the payment as refunded in the dashboard so your records and the customer's history stay accurate. DPay does not currently move refund money on your behalf.

You, not DPay, are responsible for your refund terms, for complying with consumer law, and for telling customers how to reach you. Your support email is shown on every checkout and invoice.

2. Refunds of DPay plan fees

• 7-day window. If you purchase a paid plan for the first time and, within 7 days of activation, have taken fewer than 10 payments on it, you may request a full refund of that fee.
• Renewals and later periods are not refundable, and unused days are not prorated, because nothing is charged automatically; every renewal is a deliberate transfer by you.
• Upgrades start a fresh period at once and are covered by the same 7-day, under-10-payments rule for the difference paid.
• Accounts closed for breach of the Terms of Service are not refunded.
• Refunds are returned by bank transfer to the account the fee was paid from, within 5 business days of approval. Email info@dpay.com.pk with your business name and the plan payment reference.

3. Disputed payments

A dispute is a disagreement about whether a payment was made, matched to the right order, or made for the right amount. Because bank transfers are final and DPay cannot reverse them, DPay's role is to establish the facts quickly from the bank's own record and give both sides the same evidence.

Who can raise one

A merchant, or a customer who paid through a DPay checkout. Customers should first contact the merchant using the support email on their checkout or invoice; most problems are a mismatched amount or reference and are settled in one message. If that fails, either side may write to dispute@dpay.com.pk.

What to send

• The payment id (dpay_ps_…) or the reference (DPAY-XXXXXX) from the checkout page.
• The amount, the date, and the bank or wallet the money was sent from.
• A screenshot or receipt of the transfer from the banking app, if you are the customer.
• What you think went wrong, in a sentence.

What happens

1. We acknowledge within 1 business day and open a case number.
2. We pull the verification record: the bank alert DPay read, the checks that passed or failed, the transaction id, timestamps, and whether that credit was matched to any other order.
3. Within 2 business days we send both parties the same findings. Typical outcomes: the payment did arrive and was matched correctly; it arrived but for a different amount and was left pending; it arrived and matched a different order, which the merchant can now correct in one click; or no matching credit was ever received by the merchant's bank.
4. Money, if any is owed, moves between merchant and customer by bank transfer. DPay can confirm the facts; it cannot compel or execute a transfer. Where a merchant repeatedly refuses to honour verified payments, DPay may suspend the account under the Terms of Service.

What DPay will not do

Reverse a bank transfer, hold money, act as an escrow, guarantee a merchant's goods, or adjudicate the quality of what was sold. For those, the customer's recourse is the merchant, their bank, and consumer protection authorities in Pakistan.

4. Fraud and chargebacks

There are no card chargebacks in bank transfer. If you believe a transfer into your account was made in error or is fraudulent, contact your bank at once; banks have their own recall procedures. Tell dispute@dpay.com.pk too, so the payment is not fulfilled and the record is flagged.

5. Contact

Disputes: dispute@dpay.com.pk · Plan-fee refunds and everything else: info@dpay.com.pk. Effective 9 September 2026.