Refunds & disputes

The merchant named on your payment page is the seller of your order. It sets its own refund, return and cancellation policy and decides whether to refund you. PayPrimeTime does not sell, hold or ship anything, so we cannot approve a refund on a merchant’s behalf.

1. Contact the merchant first and give it your order number. You will find it on the confirmation page, in your receipt and in the merchant’s own emails.
2. If you cannot reach the merchant, or you are not getting an answer, write to support@payprimetime.com with the order number, the amount, the date and the email address you used. We will pass your request on to the merchant and help where we can. We cannot promise a refund, because that is the merchant’s decision.

When a merchant refunds an order, the money goes back to the card or wallet you paid with, in full or in part. It is not paid out another way. Once a refund has been issued, your bank usually shows it within 5 to 10 business days, and some banks take longer.

Each payment link belongs to one order and an order can only be paid once, so you should not be charged twice for the same order. The payment page shows the name that will appear on your card statement, which may differ from the merchant’s trading name.

If you think you were charged twice, or you do not recognise a charge, write to us straight away at support@payprimetime.com with the amount, the date and the last four digits of the card. We will look into it and, if it is a mistake, make sure it is put right.

If your bank declines a payment, or you leave before it is completed, you are not charged. If you were charged but the merchant does not show your order as paid, give it a few minutes, because confirmation can take a short while to arrive, and then contact us with your order number.

You are free to dispute a charge with your card issuer at any time, under its rules. We suggest contacting the merchant or us first, because that is usually quicker than a dispute. If you do dispute a payment, the dispute is handled through Stripe and the card networks, and the merchant may be asked to provide order information to answer it.

Payment questions: support@payprimetime.com. Please include the order number.