Last updated: 21 August 2026
This policy explains how refunds work for payments made through the service operated by QVEX PAYMENTS LIMITED (company no. 17338041).
Payments made through QVEX move directly from the payer's bank account to the merchant's own account. QVEX never takes possession of those funds, so QVEX cannot itself refund a payment.
If you have paid a merchant using QVEX and want a refund, the merchant is responsible for it, under their own refund and returns policy and your consumer rights. Contact the merchant first. Where the merchant instructs a refund through QVEX, we pass that instruction to the payment provider and the funds return to the account you paid from.
Once a merchant instructs a refund, the time it takes to arrive depends on the banks involved. Bank transfers are usually quick but can take several business days to appear.
A payment made by bank transfer is not a card payment, and there is no card-scheme chargeback process. This does not affect your statutory rights against the merchant, or any protection your own bank provides.
If you believe a payment was taken in error, or a technical fault with QVEX caused an incorrect payment, contact hello@qvex.io within 30 days with the payment reference. We will investigate and, where the fault was ours, work with the merchant and provider to put it right.
Fees charged by QVEX to merchants are governed by the merchant's agreement with us. Where a payment is refunded in full, the QVEX fee on that payment is reversed.
Questions? Email hello@qvex.io.