Refunds & Cancellations

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Prime Merchant Group


Effective Date: October 6, 2025
 Contact: sales@primemerchantgroup.com

Scope

This page explains how refunds and cancellations work for Prime Merchant Group, LLC (“PMG”) and the Payment Gateway Services powered by NMI (the “Services”). For clarity, your Acquirer (and its designated processors) controls settlement of funds to you; PMG and NMI do not hold merchant funds.

1) PMG Gateway fees

  • Monthly gateway fees are billed in arrears and are non-refundable once billed.
  • Per-transaction/authorization fees and any Extension fees (e.g., 3-D Secure, Account Updater, Tap to Pay) are also non-refundable once incurred, even if you later issue a customer refund or a transaction is charged back.
  • If your account is suspended for non-payment and later reactivated, a reactivation fee may apply.

2) Cancelling PMG gateway service

  • You may cancel the PMG gateway at any time with 30 days’ written notice to sales@primemerchantgroup.com.
  • Cancellation stops future PMG gateway billing after the notice period; you remain responsible for all fees accrued up to the effective cancellation date.
  • After cancellation, you will retain access to statements/records for a limited time consistent with our data retention obligations.

3) Acquirer/processor programs (separate contracts)

  • If your acquiring program (with your Acquirer) includes a term commitment, an early termination fee (ETF) or other charges may apply under that separate agreement.
  • To cancel an acquiring program or change funding settings, follow your Acquirer’s instructions in their portal or contact your Acquirer representative.

4) Refunds to your customers (cardholders)

  • You are responsible for issuing refunds to your customers in accordance with your own store policies and applicable law.
  • Process refunds to the original payment method whenever possible. Partial refunds are allowed if supported by your Acquirer.
  • Timelines: Card network and bank processing times vary (often 5–10 business days after you submit the refund). PMG does not control bank timelines.
  • If an issuer has already opened a chargeback, review your Acquirer portal instructions before issuing a refund—refunding does not automatically close an active dispute and may increase your loss exposure.

5) Voids vs. refunds

  • Voids cancel unsettled authorizations before capture/settlement (generally same-day).
  • Refunds return funds after settlement and will post back to the cardholder per issuer timing.

6) Non-returnable charges

The following are not refundable once incurred: gateway monthly fees; per-txn and auth fees; Extension fees; chargeback/alert fees (set by your Acquirer); reactivation fees; and any third-party pass-through fees already billed.

7) How to request a PMG billing review

If you believe your PMG invoice contains an error, email sales@primemerchantgroup.com within 30 days of the statement date with the invoice number, transaction IDs, and a brief explanation. We’ll investigate and respond; undisputed amounts remain due on time.

8) Best practices to reduce refunds/chargebacks

  • Display clear refund/return and cancellation terms at checkout.
  • Send order confirmations and shipping/tracking promptly.
  • Use 3-D Secure, AVS/CVV, and fraud screening where appropriate.
  • For subscriptions, provide trial disclosures, upcoming charge reminders, and easy cancellation.

9) Contact