AUSNZ Tech Limited (Qbanq) Refund Policy

3.1. Eligibility for Refund

Qbanq will process a refund for a top-up transaction only if:

• Technical Error: A system error caused your card/bank account to be debited, but funds were not credited to your Qbanq balance.
• Duplication: A technical glitch caused a single top-up instruction to be processed multiple times.

3.2. Ineligibility ("Change of Mind")

Qbanq does not offer refunds for "change of mind" regarding top-ups. If you have successfully loaded funds but no longer wish to use them, you should simply withdraw the funds back to your linked bank account via the standard withdrawal process in the Qbanq dashboard.

3.3. Processing Time

If a top-up fails due to a banking network error, funds are typically reversed automatically by your issuing bank within 5–7 business days.

4.1. Merchant-Initiated Refunds

If you return goods or cancel a service with a merchant, the merchant must initiate the refund to your card.

• Timeline: Once the merchant processes the refund, it typically takes 3–5 business days to appear in your Qbanq transaction history.
• Crypto Conversion: If your original purchase involved a crypto-to-fiat conversion, the refund will be credited in fiat currency (e.g., NZD/USD) to your account balance. We do not reverse the original crypto sale or refund the difference in exchange rates.

4.2. Disputes & Chargebacks

If a merchant refuses to refund you for faulty goods, undelivered services, or unauthorised transactions, you may be eligible to file a dispute (chargeback) under Visa scheme rules.

• Process: Submit a dispute request via support@qbanq.nz with evidence (receipts, communication logs).
• Timeframe: Disputes must generally be raised within 120 days of the transaction.
• Outcome: If the dispute is successful, funds will be returned to your account. If the dispute is lost, the transaction stands, and you may be liable for a dispute processing fee.

5.1. Your Liability

As a merchant using Qbanq's payment gateway, you are solely responsible for accepting and processing returns, refunds, and cancellations for your customers. You must maintain a clear Refund Policy compliant with the Consumer Guarantees Act 1993 (if operating in NZ) or relevant local laws.

5.2. Funding Refunds

When you issue a refund to a customer via the Qbanq dashboard:

• The refund amount is deducted immediately from your available Qbanq settlement balance.
• Insufficient Funds: If you do not have sufficient funds in your pending settlement or current balance, Qbanq reserves the right to:
  • Decline the refund request; or
  • Debit your linked bank account or backup payment method to cover the refund amount; or
  • Deduct the amount from future settlements.

5.3. Non-Refundable Fees

Unless otherwise stated in your Merchant Agreement, transaction processing fees (e.g., the fee you paid to accept the original card payment) are non-refundable. When you refund a customer $100, the original processing fee retained by Qbanq/Visa is not returned to you.

5.4. Chargebacks Against You

If a customer disputes a payment (issues a chargeback) against your business:

• The disputed amount + a Chargeback Administration Fee will be immediately deducted from your Qbanq balance.
• You will have a limited window (typically 10–20 days) to provide evidence to challenge the dispute.
• If you lose the dispute, the funds are returned to the cardholder permanently.