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Version 2026.09.2Effective 15 September 202617 min read
This Policy explains how PaymentFlux handles cancellation requests, card refunds and disputes relating to supported UK residential rent Property Payments made through the Platform.
It should be read with our Platform Terms, Payment Authorisation, Future Charge Consent and Complaints Policy.
Important points:
Nothing in this Policy removes rights you may have under applicable law, including the Consumer Rights Act 2015 where it applies.
| Process | Meaning |
|---|---|
| Cancellation | A request to stop a Property Payment before the relevant processing stage makes that impossible |
| Refund | Money returned to your original payment method after cancellation, failure, return, correction or another accepted reason |
| Returned Recipient transfer | Rent funds later returned by the Recipient’s bank or payment route after a transfer has been attempted or performed |
| Card dispute / chargeback | A process controlled by your card issuer and relevant card-scheme rules |
| Recipient dispute | A disagreement between you and the Recipient about rent, account crediting, contractual entitlement or another underlying matter |
These are different processes. You may have more than one route, but starting one process may affect another.
PaymentFlux does not control card-issuer decisions.
The following situations are also not treated as the same:
| Situation | How it is handled |
|---|---|
| A. Incorrect Recipient details supplied or confirmed by you | Recovery steps as described in section 12. Recovery cannot be guaranteed. PaymentFlux is not normally responsible for resulting loss where the payment was correctly executed using those details, subject to applicable law |
| B. PaymentFlux-side failure | Correction or refund as described in section 13. If refunded because of a PaymentFlux-side failure, the refund includes the rent amount and the PaymentFlux fee |
| C. Recipient-bank rejection or return | Recovered rent funds returned as described in section 9. The PaymentFlux fee is normally retained, subject to applicable law and PaymentFlux-side fault |
| D. Suspected fraud or scam | Investigation and lawful cooperation as described in section 14. This is not treated as a simple incorrect-details case |
The table below describes stages in plain English. Exact labels in the Platform may vary slightly.
| Stage | What it means | Can cancellation normally be requested? | What may happen next? |
|---|---|---|---|
| Before card charge | You have started or confirmed a Property Payment, but card charging has not begun | Yes, where the Platform still shows the payment as cancellable | The payment can usually be stopped without a card refund |
| Card authorisation | Your issuer has approved or reserved the amount. The Recipient has not received it | Often yes, while the Platform still shows the payment as cancellable | The reservation may be released, or processing may continue to capture |
| Card capture | The card charge has been collected through the Payment Partner | Often yes, until Recipient transfer has been initiated | Cancellation may require a card refund rather than simply voiding the charge |
| Under review or awaiting transfer | PaymentFlux may still be conducting checks or operational processing before transfer | Often yes, until transfer initiation | Processing may continue, pause for review, fail, or move to transfer |
| Recipient transfer initiated | The instruction to move funds towards the Recipient has started | Usually no through the Platform cancellation control | Recovery may depend on banks, Payment Partners, the Recipient or legal process |
| Recipient transfer completed | Available information indicates the transfer completed to the Recipient account | Usually no through the Platform | PaymentFlux may no longer be able to stop or reverse the transfer through the Platform |
| Failed or returned | The charge or transfer failed, or money was returned through the relevant payment route | Cancellation may no longer apply; a refund or correction may be assessed | Investigation, reconciliation and, where funds are recoverable, a card refund or other corrective step |
A completed Recipient transfer will usually no longer be cancellable through the Platform. Other recovery routes may sometimes exist, depending on the circumstances, but PaymentFlux cannot guarantee that funds can be recovered.
Where PaymentFlux still permits cancellation before a transfer to the Recipient has been initiated, and that cancellation is confirmed:
Where a card refund is required for an accepted customer cancellation at this stage, PaymentFlux will return the amount you paid, except for the actual card-processing cost charged by our Payment Partner and not returned to us. PaymentFlux does not retain its own PaymentFlux fee as profit on that cancellation.
That refund is made to your original payment method, subject to normal payment-network processing times and any rights or remedies required by law. This does not affect rights you may have under applicable law, including the Consumer Rights Act 2015 where it applies. If a refund is the appropriate remedy for a PaymentFlux-side failure, section 13 applies instead.
Where a card refund is required for that eligible customer cancellation and the amount returned is less than the amount you paid because of that actual card-processing cost:
That amount-and-acknowledgement process applies only to that eligible reduced-return customer-cancellation path. It does not change PaymentFlux-side failure remedies in section 13, or returned Recipient transfer handling in section 9.
The Platform shows whether a Property Payment is still cancellable. Use that control promptly where it is available. If it is not available, contact the Support Centre promptly:
https://paymentflux.co.uk/support/contact/
Cancellation is not confirmed until the Platform or PaymentFlux confirms it. An in-flight action may complete before a cancellation request is applied.
Cancelling a Property Payment does not automatically end your rent obligation to the Recipient.
Authorisation means the issuer has approved or reserved funds. It does not mean the Recipient has been paid.
Where the Platform still shows the payment as cancellable, you may usually cancel. We will then take reasonable steps to stop further processing. Timing depends on Payment Partner and issuer processes. If cancellation is confirmed before transfer initiation, section 4 applies.
Once the card charge has been collected, stopping the payment usually means arranging a card refund (or another corrective step), not merely voiding an unused reservation.
Where the Platform still shows the payment as cancellable, use that control promptly. If it does not, contact the Support Centre immediately.
If cancellation is confirmed before transfer initiation, section 4 applies.
After transfer initiation, PaymentFlux may no longer be able to cancel the payment through the Platform. Stopping the payment may no longer be possible or safe.
We will still assess whether:
Recovery may depend on banks, Payment Partners, the Recipient or legal process. Successful recovery cannot be guaranteed.
If available information indicates the Recipient has received the funds, a Platform cancellation will usually no longer be available.
A completed Recipient transfer does not automatically end every possible recovery route in law, but PaymentFlux may be unable to reverse the transfer through the Platform.
If the issue is really a dispute with the Recipient, see section 16. If you believe PaymentFlux processed the wrong amount or sent the payment contrary to the Recipient details you confirmed, see section 13. If you supplied incorrect details, see section 12.
A captured card payment and a Recipient transfer are separate stages.
If a Recipient transfer has already been attempted or performed and the Recipient’s bank or payment route later returns the rent funds:
The PaymentFlux fee will still be refunded where:
PaymentFlux will not retry a failed or returned transfer unless the Customer’s existing authority and the applicable payment process permit the retry. We may instead contact the Customer or take another appropriate corrective step.
Returned funds may need reconciliation before a refund can be issued. Timing depends on Payment Partners and banks.
If you believe you have been charged twice for the same Property Payment, contact the Support Centre promptly and provide the payment references, dates and amounts.
We will investigate. Where a duplicate charge occurred because of PaymentFlux systems or processing, we will take reasonable corrective action, which may include a card refund of the duplicate amount.
If two separate Payment Instructions were confirmed, both may be valid unless one was cancelled or corrected. A repeated technical attempt to process the same confirmed Payment Instruction is not treated as a separate instruction from you.
If PaymentFlux charged a materially different amount from the amount you confirmed, we will investigate and, where we are responsible, take reasonable corrective action. That may include stopping further processing, arranging a card refund, correcting records or another appropriate remedy.
If you entered or confirmed the wrong amount, see section 12.
You must carefully check Recipient account and payment details before you authorise a Property Payment.
PaymentFlux may rely on the account and payment details you supply or confirm when executing or arranging the payment, unless we know or reasonably suspect that the instruction is erroneous, unauthorised or affected by fraud.
If you discover that Recipient details are incorrect, contact the Support Centre immediately.
PaymentFlux will take the recovery steps required of it and, where applicable, work with its Payment Partners and other payment providers to try to recover the funds. The relevant receiving payment provider may also be involved.
Recovery cannot be guaranteed.
Where funds are recovered, they will be handled or refunded in accordance with this Policy, including section 9 where a Recipient-bank return applies and section 20 for refund method.
Where a payment was correctly executed using materially incorrect Recipient account details that you supplied or confirmed, PaymentFlux will not normally be responsible for the resulting loss, subject to applicable law and any responsibility that cannot lawfully be excluded.
If PaymentFlux itself caused the payment to be sent contrary to the correct Recipient details you supplied or confirmed, that is a PaymentFlux-side error under section 13. It is not treated as a customer-supplied incorrect-details case.
This section does not apply to suspected fraud or scam. See section 14.
We will not charge a recovery or administration fee unless the fee was disclosed or agreed, reflects a reasonable cost actually incurred, and is fair and lawful.
If a payment problem is one for which PaymentFlux is responsible (a “PaymentFlux-side failure”), and is not caused by incorrect Recipient details or other information you supplied, PaymentFlux may, depending on the circumstances:
Where a refund is the appropriate remedy for a PaymentFlux-side failure, the refund includes:
Examples of a PaymentFlux-side failure include where PaymentFlux:
A delay, failure or decision of a Payment Partner, card issuer or bank is not automatically a PaymentFlux-side failure. It may still be a PaymentFlux-side failure where PaymentFlux is responsible for it, including where it is caused by PaymentFlux’s breach of the Platform Terms or PaymentFlux’s negligence. This Policy does not create a blanket exclusion of responsibility for Payment Partners.
We do not promise that we will always choose correction rather than refund, or refund rather than correction, before the facts are known. This Policy does not exclude appropriate correction or consumer remedies for PaymentFlux’s own breach. Statutory rights are not affected.
If you believe a card payment was unauthorised, or that you were deceived into making a Property Payment (including a suspected fraud or scam):
Your card issuer generally controls the card-account investigation. PaymentFlux may investigate account access, consent records and payment activity, and may restrict the account while investigating. We will cooperate lawfully with the issuer and Payment Partners.
Suspected fraud or scam is not treated as the same as incorrectly typed Recipient details, a Recipient-bank return, or a PaymentFlux execution error.
PaymentFlux does not decide, as your card issuer, whether the card transaction was legally unauthorised. Separate rights may apply under your agreement with your card issuer and applicable law.
Card disputes and chargebacks are operated by card issuers and card schemes. PaymentFlux does not guarantee eligibility or outcome.
Your issuer may request evidence. PaymentFlux may provide relevant transaction, consent, delivery and payment evidence.
A temporary issuer credit may later be reversed. A card dispute does not automatically cancel rent obligations to the Recipient.
Duplicate recovery of the same amount is not permitted. If your issuer has already reversed or credited an amount, PaymentFlux will take that into account.
You must not knowingly provide false information in a dispute. Using a genuine card-dispute right in good faith will not, by itself, result in punishment or account closure.
PaymentFlux may restrict an account where there is reliable evidence of abuse, fraud or material misrepresentation, consistently with the Platform Terms.
PaymentFlux is not the decision-maker for disputes such as:
PaymentFlux may:
PaymentFlux cannot guarantee that a Recipient will return funds. Nothing in this Policy prevents you from pursuing rights directly against a Recipient.
You do not need a formal letter. Cancellation or refund is not confirmed until PaymentFlux or the Platform confirms it.
Where available, please provide:
Do not send full card numbers or card security codes.
We can open a case without every item listed above. Incomplete evidence can limit the investigation.
We will assess:
We may ask follow-up questions. Investigations must be fair and proportionate.
Card refunds are normally made to the original payment method through the relevant Payment Partner unless:
PaymentFlux does not provide a wallet or stored balance for refunds.
Your card issuer controls when the credit appears on your card account. Timing estimates are not guarantees.
PaymentFlux may issue a full or partial refund where appropriate — for example to correct an overcharge, reverse a duplicate element, or refund only the recovered rent amount after a Recipient-bank return.
Partial refunds depend on the facts, recoverable funds and Payment Partner capabilities.
Applicable PaymentFlux fees are shown before you confirm a Payment Instruction.
Whether a PaymentFlux fee is refunded depends on the reason for the refund, the stage reached by the payment, the Service already provided and applicable consumer rights.
In particular:
We will provide updates while we investigate. Once a card refund has been submitted, your card issuer may take additional time to display the credit.
After we accept a refund request, time may be needed to:
If a cancellation, refund or dispute-assistance request is not accepted, we will normally explain:
We may withhold fraud-control or confidential details where disclosure would create a security risk or breach legal obligations.
A rejected request can still be reviewed through our complaints process.
If you are unhappy with how we handled a cancellation, refund or dispute request, use our Complaints Policy and the Support Centre.
Personal data used in cancellation, refund and dispute handling is processed according to our Privacy Policy.
| Purpose | Contact |
|---|---|
| Cancellation, refund or dispute requests | Support Centre — https://paymentflux.co.uk/support/contact/ |
| Complaints | Support Centre and Complaints Policy |
| Privacy | Support Centre or privacy@paymentflux.co.uk |
| Formal legal notices | legal@paymentflux.co.uk |
PaymentFlux Ltd
Company number: 17152215
Registered office:
167–169 Great Portland Street
5th Floor
London
W1W 5PF
United Kingdom
| Field | Value |
|---|---|
| Document | Refunds and Disputes Policy |
| Version label | 2026.09.2 |
| Effective from | 15 September 2026 (UTC) |
| Locale | en-GB |
This Policy applies from the effective date above once published through our consent catalogue for that version. Until published, earlier published versions continue to apply where already in use.