Effective Date: 08.08.2025
Last Updated: 12.08.2025

1. Scope

This Refund Policy applies to all payment transactions processed by Particolar OÜ (“PSP”, “we”, “us”) on behalf of merchants (“Merchants”) for their customers (“Users”, “you”).

Important:

• Particolar OÜ is a Payment Service Provider, not the seller of goods or services.
• Refund decisions for delivered goods/services are made solely by the Merchant in accordance with their own refund and return policy.
• Our role is to facilitate the technical execution of the refund once instructed by the Merchant or required by law.

2. Refunds Initiated by the Merchant

• If you request a refund for goods or services, you must contact the Merchant directly.
• The Merchant is responsible for determining eligibility and approving the refund.
• Once the Merchant authorizes the refund, Particolar OÜ will process the payment reversal to your original payment method within up to 14 business days, subject to payment system timelines.

3. Refunds Initiated by the PSP

Particolar OÜ will only initiate a refund without Merchant approval if:

• The payment was not authorized by you (unauthorized transaction under PSD2).
• The payment amount was processed incorrectly due to a technical or processing error.
• We are required to do so by law, court order, or competent authority.

4. Refund Exclusions

Refunds will not be processed by Particolar OÜ if:

• The request concerns dissatisfaction with the goods or services (handled by the Merchant).
• The Merchant refuses the refund under their own policy and no legal obligation overrides that decision.
• The request is made outside the applicable legal timeframes (e.g., PSD2 refund deadlines).

5. Refund Process

1. Contact the Merchant – Submit your request in accordance with their policy.
2. Merchant Approval – If approved, the Merchant sends a refund instruction to Particolar OÜ.
3. PSP Processing – We execute the refund transaction via the original payment method.
4. Confirmation – You will receive a confirmation once the refund has been sent.

6. Chargebacks

You may also request a chargeback from your card issuer or payment provider in accordance with their rules. Please note:

• Chargebacks are separate from refunds.
• Particolar OÜ may provide evidence to dispute unjustified chargebacks.

7. Contact for Refund Processing

(Not for refund approval – please contact your Merchant first)

Particolar OÜ
Registry code: 16457865
Harju maakond, Tallinn, Nõmme linnaosa, Rännaku pst 12, 10917, Estonia
Email: [email protected]
Phone: +357 22008830