Refund & Chargeback Policy

Scope

Malum acts as the payment processor between you (the cardholder or paying customer) and the merchant that supplied the goods or services. Except where set out below, the underlying refund decision sits with the merchant. Malum is responsible for processing approved refunds through the original payment method and for handling scheme-mandated chargeback workflows.

Who issues refunds

Refunds for purchases of goods or services are issued by the merchant. Where Malum acts as the merchant of record (for example certain hosted storefront and reseller flows), Malum issues the refund directly. For card payments, refunds are returned to the original card. For cryptoasset payments, refunds are returned to a wallet address you specify.

How to request a refund

1. Contact the merchant first using the support contact shown on your receipt or order confirmation.
2. If the merchant does not respond within fifteen (15) calendar days, or refuses a refund you believe you are entitled to, contact Malum at [email protected] with your transaction reference (UUID), the date, and supporting evidence.
3. Malum will acknowledge your request within three (3) business days and decide whether to mediate, escalate to our complaints handling team, or refer you to your card issuer.

Refund timing

Approved card refunds are submitted to the acquiring bank within one (1) business day. Most card issuers post refunds within three (3) to ten (10) business days. Bank-transfer refunds typically settle within two (2) business days. Refunds onto virtual cards issued via Malum settle to the underlying wallet within twenty-four (24) hours.

Crypto-settled refunds

If you paid by cryptoasset, refunds are denominated in the same cryptoasset as the original payment. Because of price volatility, the fiat-equivalent value at the time of refund may differ from the original payment. Network fees applicable to the refund transfer are deducted from the refunded amount unless the merchant agrees to absorb them.

Chargebacks and disputes

You may also raise a dispute directly with your card issuer under Visa, Mastercard or scheme rules. When Malum receives a chargeback notification:

• The disputed amount is held against the merchant's balance pending resolution.
• The merchant is notified and invited to submit evidence (compelling evidence package) within the scheme-defined response window, typically seven (7) to ten (10) calendar days.
• Malum compiles and submits the response to the acquirer on the merchant's behalf.
• If the chargeback is upheld, the funds are returned to your card issuer. If it is reversed, the funds are released back to the merchant.

Chargeback handling fees apply to merchants per our Fee Schedule.

Merchant responsibilities

Merchants using Malum agree to publish their own refund policy, respond to chargebacks within the scheme deadlines, and maintain a chargeback ratio below thresholds set by the card schemes. Persistently high chargeback ratios may result in temporary freezes, reserves, or termination per the Terms of Service.

Reversals, recalls and clawbacks

Malum may reverse, recall or claw back funds where a transaction is later determined to be fraudulent, in breach of our Acceptable Use Policy, subject to a chargeback, or required by law. Where this happens after settlement to a merchant, the amount is debited from the merchant balance or future settlements.

Unauthorised transactions

If you believe a payment was made without your authorisation, contact your card issuer immediately and notify Malum at [email protected] within thirteen (13) months of the debit. Statutory rights under the Payment Services Regulations 2017 and equivalent local law are unaffected by this policy.

Contact

Refund and chargeback enquiries: [email protected]. General support: [email protected].

Last modified 05/12/2026