> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pag.finance/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds

> PagFinance's chargeback and refund policy: conditions, required documents, and review and return timeframes.

## 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:

### 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.

### 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.

### 3. Timeframes

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