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PagFinance Chargeback and Refund Policy

PagFinance acts as a crypto/fiat payment facilitator and therefore cares for the security, transparency, and traceability of every operation. For refunds or chargebacks, we follow the criteria below:

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1. Conditions for requesting a chargeback or refund

Users can request a refund when:
  • The purchase was canceled by the store or partner platform (for example, a marketplace);
  • The product was returned according to the supplier’s policies;
  • The payment was duplicated;
  • The transaction was made by proven mistake.

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2. Required documents

For the request to be reviewed, the user must provide:
  1. Proof of purchase:
    • Screenshot of the purchase or digital receipt issued by the store or platform.
  2. Proof of chargeback or return on the original platform:
    • Email or screenshot of the return status approved by the marketplace or store.
  3. Official invoice or receipt of the purchase (NF-e, the Brazilian electronic invoice):
    • Issued by the store, with the same data shown in the proof of purchase.
  4. Source wallet of the crypto payment:
    • Full address of the wallet that made the original transaction.
  5. Proof of wallet ownership:
    • Message signature or screenshot of the connected wallet panel.
  6. Valid identity document (when requested in suspicious cases):
    • For additional identity validation.

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3. Timeframes

  • The average review time is up to 5 business days;
  • Once approved, the crypto refund is made within 2 business days.