Refund policy
Refunds for Via plans
What Via refunds when a merchant pays for a Via plan, and who handles refunds for orders placed in a store that runs on Via.
Draft for lawyer review. Not yet approved. Every point marked OPEN must be decided by the Founder and counsel before this page is published or given to a payment provider.
1. What this policy covers
This policy covers payments a merchant makes to Via for a Via plan (monthly or yearly billing). It does not cover orders placed by shoppers in a merchant's store: those are between the shopper and the merchant (see section 5).
2. Cancelling a plan
A merchant can cancel its plan at any time, as stated in the Terms of service. Cancelling stops the next renewal. OPEN: whether access continues until the end of the period already paid for.
3. Monthly billing
OPEN: whether a monthly payment can be refunded, in full or in part, and within how many days of the charge.
4. Yearly billing
OPEN: whether a yearly payment can be refunded, how any refund is calculated for the unused months, and within how many days of the charge a request must be made.
5. Refunds for orders in a merchant's store
Via does not hold merchants' sales proceeds. A shopper who wants a refund for an order asks the store they bought from; the merchant decides on returns and refunds under its own policy and the law. Via gives merchants the tools to record returns and refunds; it does not decide them.
6. Charges and errors
If a merchant believes Via charged it in error (for example twice for the same period), it contacts Via with the date and amount, and Via reviews the charge. OPEN: response time, and how a confirmed error is refunded (same payment method, time to arrive).
7. How to ask for a refund
The account owner contacts Via from the owner account's email with the organization code and the charge concerned. See Contact us. Contact address: OPEN.
Last updated: OPEN.