Halyard Pay policy

Refund Policy

3 proposed revisions across 3 of 5 reviewed releases.

Current policy

policy.md

Refund Policy

Merchants processing transactions on the Mastercard network must maintain and honor a clearly defined refund policy. Halyard Pay requires that merchants process refunds within 30 days of a valid refund request and that cardholders are notified when a refund has been initiated or declined.

When this policy applies

This policy applies to all transaction types where a cardholder requests a refund directly from the merchant, as distinct from a chargeback dispute initiated through the card network. Merchants must not require cardholders to return goods before issuing a refund when the goods are non-returnable by nature.

Required actions

Accept refund requests within the 30-day window following the original transaction.
Partial refunds are permissible where a portion of the goods or services is non-defective.
Notify the cardholder in writing (email or in-app notification) when the refund is processed or when a refund request is declined.
Retain refund transaction records for a minimum of 18 months.

Source authority: Mastercard SPME §10.4.

rules.yaml

program: Refund Policy
authority: Mastercard SPME §10.4
refund_window_days: 30
partial_refund_allowed: true
notification_required_to_cardholder: true
notification_channels:
  - email
  - in_app
record_retention_months: 18
non_returnable_goods_refund_exception: false
agent_owner: refunds_agent