Refund Policy

Cenoa Payment is a payment processor and platform. The merchant of record for any goods or services purchased through the platform is the seller, not Cenoa. Refunds for purchases must be requested from the seller in the first instance. Cenoa facilitates refunds initiated by sellers and may, in limited circumstances, refund platform fees we have charged.

A transaction may be eligible for refund if (a) the seller has agreed to refund, in line with their published refund policy; (b) the transaction was unauthorized or fraudulent; (c) the goods or services were not delivered as described and the seller has not resolved the issue within a reasonable period; or (d) the refund is required by applicable law (for example, EU consumer withdrawal rights).

Contact the seller directly using the contact details on their receipt. If the seller is unresponsive or refuses a clearly eligible refund, you may open a dispute through our support team at support@cenoapayments.com within 60 days of the transaction. Provide the transaction ID, the amount, and a brief description of the issue.

Approved refunds are returned to the original payment method. Card refunds typically appear within 5-10 business days; bank transfers within 3-5 business days; Cenoa wallet refunds are immediate. Processing times are controlled by the receiving bank or card network and are outside our control.

If you initiated the original payment by card, you may be entitled to file a chargeback with your card issuer. Filing a chargeback while a refund request is in progress can delay resolution. We will provide reasonable evidence to your card issuer when responding to chargebacks. Frivolous or abusive chargebacks may result in account suspension.

Subject to applicable law, the following are generally non-refundable: completed peer-to-peer transfers between Cenoa wallets, processed FX conversions once funds have been delivered to the destination wallet, fees clearly disclosed at the time of transaction, and digital goods that have already been downloaded or accessed.

Questions about a refund? Contact support@cenoapayments.com.