Refund & Chargeback Policy
Last updated: October 2026
1. Refunds
Merchants may request full or partial refunds through the API or dashboard, within the period allowed by each payment method. A fee of USD 5 applies per refunded transaction.
2. Chargebacks and disputes
When a buyer disputes a transaction, CruziaPay notifies the merchant, who must submit evidence (proof of delivery, terms accepted, communications) within the deadline indicated in the notice. A fee of USD 25 applies per chargeback.
3. Deadlines
Dispute and evidence deadlines follow the rules of each card scheme and local payment method and are informed case by case.
4. Right of retention
CruziaPay may hold or offset amounts, including through the rolling reserve, when there is risk of chargebacks, fraud, regulatory exposure or breach of the commercial agreement.
Disputes and chargeback inquiries: compliance@cruziapay.com.br.