> For the complete documentation index, see [llms.txt](https://support.paycargo.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.paycargo.com/payments-and-finance/cancellations-and-refunds/policy.md).

# Policy

PayCargo's 2026 policy distinguishes between **Cancellations** (before processing) and **Refunds** (after processing). PayCargo acts as a facilitator, but final approval for most requests rests with the Vendor.

### <mark style="color:$primary;">Payment cancellation — Pre-processing</mark>

Cancellations can only occur while a transaction is in "Processing" status and before the [**6 PM EST** daily cutoff.](/payments-and-finance/application-and-remittance/cutoff-times.md)

* **Approval required:** Payers cannot unilaterally stop a payment; they must contact the Vendor to request a cancellation.
* **Time sensitive:** Requests should be submitted before **5 PM EST** on the processing date. PayCargo may decline cancellations made in the final hour before the 6 PM cutoff to avoid ACH bank errors.
* **Eligibility:** Typically allowed for clerical errors, incorrect branch selection, or switching payment methods.

### <mark style="color:$primary;">Refund policy — Post-processing</mark>

Once a transaction is marked as “Cleared,” you may submit a formal refund request through the PayCargo Portal or by contacting the Support team.

* **Processing fee:** Approved refunds are subject to a fee ranging from $7.50 to $10.00 USD.
* **Non-refundable fees:** Annual user fees, credit card processing fees, and original transaction fees are non-refundable.[\*](/pricing/paycargo-cost.md)
* **Vendor approval:** Refund timelines and processing are determined by the vendor and may vary based on their internal procedures. If two weeks have passed since your request, the PayCargo Support team can assist by contacting the vendor for a status update. We also encourage payers to follow up directly with the vendor.
* **Automated refund:** Many vendors participate in PayCargo’s automated refund process. To request a refund, sign in to your account, locate the transaction, and select [**Request Refund**](/payments-and-finance/cancellations-and-refunds/how-to-request-a-refund-for-a-cleared-payment.md) at the bottom right of the screen.
* **Minimum Amount:** Refund requests must be for $10.00 USD or more.

### <mark style="color:$primary;">Unrecognized or unauthorized charge</mark>

An unrecognized or unauthorized charge is not a routine cancellation or vendor refund request. A routine refund is a vendor-approved request for a **Cleared** payment. An unauthorized-charge report requires urgent PayCargo investigation and escalation.

Sign in and check whether the charge matches a PayCargo transaction. Confirm its status and vendor. If it remains unrecognized, or you cannot access your account, contact [PayCargo Support](mailto:support@paycargo.com) immediately.

Include the following information in your report:

* PayCargo transaction ID, if available
* Charge date, amount, vendor, and payment method
* Why you do not recognize the charge

PayCargo reviews the report against the transaction status. For an **Approved** payment that has not processed, PayCargo can evaluate available actions before processing. For a **Processed** or **Cleared** payment, cancellation is unavailable. PayCargo can investigate and escalate the report, but does not guarantee a stop, reversal, or refund.

Do not submit an unauthorized-charge report through the standard vendor refund workflow. PayCargo Support will provide the applicable account, payment-method, and issuer or bank guidance for the report.


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