We can refund charges made, either in whole or in part.

If the refund underwent currency conversion, the refunded amount converts back using the same process. There are no fees to refund a charge but the fees from the original charge aren't returned.

On submission of the refund request to the customer's bank or card issuer, it will take approximately 5-10 business days for the refund to be seen as a credit, depending on the bank.

You will receive an email notifying you of the refund.

Some refunds – those issued shortly after the original charge – appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit isn’t issued.

Should the Customer make excessive payment or wrongful payment, the Company may at its option refund or set it off against the Service use fee to be charged thereafter.

If the Customer to be refunded is in default of any of its payment obligations for the Service use fee, the Company will use the amount to settle the overdue and refund the excess.

If the conditions for a refund in the case of an End of Service are met, NAGRA will, if applicable, refund to the Customer the unused portion of the Customer’s prepaid fees.

Refunds can only be sent back to the original payment method used in a charge. It’s not possible to send a refund to a different destination (for example, another card or bank account).

Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (for example, a check or bank account deposit). In rare cases, a refund back to a card may fail.

In the rare instance that a refund fails, if the customer's bank or card issuer has been unable to process it correctly (for example, a closed bank account or problem with the card), the bank will return the refund to us. This process can take up to 30 days from the post date.

If a failure to refund happens we will notify you and arrange an alternative way to provide the refund.

After a refund is initiated, Stripe submits a refund request to the customer's bank or card issuer. The customer will see the refund as a credit approximately 5-10 business days later, depending on the bank.

If, after 11 working days the refund is not showing as a credit to the original form of payment, please contact us via support@lab.nagra.com and our team will be able to help you.