Refund Policy

PAYMASTERS OÜ (registry code 14525545, Harju maakond, Kuusalu vald, Pudisoo küla, Männimäe, 74626, Estonia — "PAYMASTERS", "we", "us") provides the compliance products published on this website. Online card payments are sold and processed by Paddle.com Market Ltd ("Paddle") acting as the merchant of record. Paddle's registered address is Judd House, 18-29 Mora Street, London EC1V 8BT, United Kingdom.

Because Paddle is the merchant of record for card payments, the payment receipt, the invoice and the refund transaction are issued by Paddle, while the product itself is delivered by PAYMASTERS. Bank transfers, and purchases agreed directly with our compliance desk, are invoiced and refunded by PAYMASTERS OÜ. This policy applies to both channels.

If you are a consumer resident in the European Union, the European Economic Area, the United Kingdom or Switzerland, you have the right to withdraw from a distance contract within 14 calendar days without giving any reason. The period starts on the day the contract is concluded — that is, the day your payment is confirmed.

To exercise the right of withdrawal, send a clear statement to [email protected] before the 14-day period expires. A statement in any of our supported languages (English, Turkish, Russian) is accepted. You may use the model wording below, but it is not mandatory:

"I hereby give notice that I withdraw from my contract for the purchase of the following service: [product name], ordered on [date], order reference [reference]. Name: [name]. E-mail used at checkout: [e-mail]. Date: [date]."

Where the withdrawal right applies, we reimburse every payment received from you without undue delay and in any event no later than 14 days from the day we are informed of your decision. Nothing in this policy limits any statutory right you may have under the mandatory consumer law of your country of residence.

Our products are supplied digitally: a screening report, a certificate record, a generated document or access to a tool. When you confirm a purchase, you expressly request immediate access to the digital content and acknowledge that you lose your right of withdrawal once delivery has started.

This is the exception recognised for digital content and services fully performed under Article 16(m) of Directive 2011/83/EU (and the equivalent UK provision). If you do not consent to immediate delivery, do not complete the purchase — contact [email protected] first and we will arrange deferred delivery so that your 14-day right is preserved.

A purchase is treated as delivered when the report or document is made available to you in the portal, sent to the e-mail address you provided, or the screening result is displayed on screen — whichever happens first.

Regardless of the delivery exception, we refund in full — as a matter of policy, not only as a matter of law — in the following situations:

• Duplicate or incorrect charge. The same order was charged twice, or the amount charged does not match the price published on our pricing page at the time of purchase.
• Non-delivery. The purchased report, certificate or document was not delivered and our support team could not deliver it within five business days of your notice.
• Technical failure. A tool or report failed to run because of an error on our side and no usable result was produced.
• Unauthorised transaction. The payment was made with a payment instrument used without the holder's authorisation and this is confirmed by the issuer or by Paddle's fraud review.
• Valid withdrawal. You exercised the 14-day withdrawal right in a case where the digital content exception does not apply.

Where only part of an order is affected, we may refund the affected line item instead of the whole order. Partial refunds are always explained in writing.

Because our products are delivered immediately and consume real screening, verification and review capacity, the following purchases are non-refundable once delivered:

• Completed AML / sanctions screening runs. Once a screening report has been generated for an entity or individual, the work has been performed.
• Issued or approved certificates. Premium Compliance Certificate fees are non-refundable after the certificate has been issued or the annual period has started.
• Enterprise and custom engagements. Scoped advisory, integration or due-diligence work is governed by the signed statement of work, which sets out its own cancellation terms.
• AML/KYC refusals. An application declined because verification, sanctions or beneficial-ownership checks were not passed is not refundable, except where local law requires otherwise.
• Breach of terms or abuse. Accounts suspended for breaching our Terms of Use, for fraud, or for abusive refund or chargeback patterns.

If you believe your situation has been misclassified, say so in your request — every decision is reviewed by a human and can be escalated to our compliance officer.

Send one e-mail to [email protected] with the subject line "Refund request". To let us decide without a back-and-forth, include:

1. 1.the order or transaction reference (from the Paddle receipt or our invoice);
2. 2.the e-mail address used at checkout and, if different, the account e-mail;
3. 3.the product purchased and the date of purchase;
4. 4.the reason for the request, and any technical evidence (screenshot, error message) if a failure is involved.

Requests sent in English, Turkish or Russian are accepted. If you purchased through Paddle, you may also contact Paddle's buyer support directly at paddle.net; Paddle will forward the case to us where the product decision is ours.

Acknowledgement — within one business day. Decision — within five business days of receiving the information listed in section 06. If we need more detail from you, the clock stops until it arrives.

Payout — approved refunds are returned to the original payment method: card payments through Paddle, bank transfers to the account of origin, and crypto payments as an internal credit or a stablecoin transfer at the value received, at your choice. Card refunds are submitted to Paddle immediately and normally appear on your statement within 5–10 business days, depending on the issuing bank.

Refunds are issued in the currency of the original charge and for the amount actually received. We do not refund third-party costs we do not control, such as card issuer foreign-exchange spreads, correspondent bank fees or network transfer fees. Where a refund is required by law, we bear the cost of returning the amount to you.

Please contact us before opening a chargeback or a payment dispute with your bank. Most issues are resolved in days, while a chargeback takes weeks and freezes the amount in the meantime.

Where a chargeback is filed through Paddle, Paddle handles the dispute process on our behalf and will request evidence of delivery from us; we cooperate fully and provide the screening report, delivery timestamps and correspondence. Accounts with repeated chargebacks after delivery may be suspended pending an AML review, and unpaid amounts may be offset against other products purchased.

Filing a chargeback does not remove your right to a refund under this policy, and requesting a refund does not remove your right to dispute a transaction.

We may update this policy to reflect changes in our products, payment providers or applicable law. The version in force is the one published on this page at the time of your purchase, and each revision carries a new date and version number. Changes never apply retroactively to completed purchases.

This policy is governed by the laws of the Republic of Estonia, without prejudice to the mandatory consumer protections of your country of residence. Consumers in the EU may also use the European Consumer Centre network or their national out-of-court dispute resolution body; nothing here restricts access to a court.

PAYMASTERS OÜ · Registry code 14525545 · Harju maakond, Kuusalu vald, Pudisoo küla, Männimäe, 74626, Estonia.