This policy explains how refunds, chargebacks and payment disputes work on the Texty platform (the "Service"), provided by Texty Technologies Ltd(company number 17274662, registered office 102 Willmott Road, Sutton Coldfield, United Kingdom B75 5NW — "Texty", "we", "us"). It should be read with our Merchant Terms of Service, Customer Payment Terms, and Legal & Regulatory Disclaimer.
The most important thing to understand is this:
Texty does not hold or control the money paid by customers. Payments are processed and settled by Stripe, and paid directly to the business that requested them. Refunds of those payments are therefore issued by the business — not by Texty.
1.1 When a customer pays a business (a "Merchant") through a Texty payment link, the money is processed by Stripe and paid to the Merchant. Texty never receives or holds that money.
1.2 If a refund is due — for example because of a problem with the work or goods, an overpayment, or the customer's legal rights — the Merchant issues the refund, which Stripe returns to the customer's original payment method.
1.3 Texty cannot issue a refund of a payment made to a Merchant, because Texty does not hold the funds. We can provide reasonable information about a transaction to help resolve a refund, but the decision and the refund itself are the Merchant's responsibility.
1.4 For customers: if you believe you are owed a refund, contact the Merchant directly. Nothing in this policy affects your statutory rights against the Merchant, including any rights as a consumer under the Consumer Rights Act 2015. If you cannot resolve matters with the Merchant, you may also be able to raise a dispute with your card provider (a "chargeback") or, for BNPL, with your credit provider.
1.5 For Merchants: you are responsible for handling refund requests in line with your legal obligations and the terms you agree with your customers. You can process refunds through Stripe in accordance with the Stripe Agreements.
2.1 Texty charges a Platform Fee of 2.5% + £0.50 per card transaction and 7% + £0.50 per BNPL transaction (see the Merchant Terms of Service clause 6).
2.2 The Platform Fee is non-refundable. Where a Merchant refunds a transaction (in whole or in part), the Platform Fee for that transaction is not returned to the Merchant. This is because the Platform Fee covers the cost of the secure payment infrastructure that has already been used to process the original transaction, regardless of whether a refund is subsequently issued.
2.3 For a partial refund, the Platform Fee on the original full transaction remains non-refundable. No additional Platform Fee is charged on the refunded portion.
2.4 Stripe's own payment-processing costs included within the Platform Fee are also non-refundable on a refund, in line with Stripe's standard terms.
2.5 Any amount Stripe deducts or recovers from a Merchant in connection with a refund or chargeback is governed by the Stripe Agreements.
3.1 A chargeback happens when a customer asks their card provider to reverse a payment. Chargebacks and disputes are handled through Stripe and the card schemes.
3.2 Because the Merchant is the recipient of the funds and the merchant of record for the transaction, the Merchant is responsible for chargebacks and disputes relating to its transactions, including any reversed amounts, fees and evidence required to contest them, as set out in the Stripe Agreements. Texty is not responsible for, and does not indemnify Merchants against, chargebacks or disputes.
3.3 Texty may pass on or act in accordance with any binding decision or instruction from a card scheme, Stripe, a regulator or a court.
4.1 Where a customer paid using BNPL (such as Klarna or Clearpay), refunds, returns, clawbacks and adjustments are handled through the credit provider's process and the Stripe Agreements, not by Texty.
4.2 A customer seeking a BNPL refund should contact the Merchant first, and the credit provider where needed. The credit provider's terms govern the instalment plan and any adjustment to it.
4.3 Texty is not the lender and is not a party to any BNPL arrangement (see our Legal & Regulatory Disclaimer).
5.1 Registering for a Texty account is free. Texty's charges are the per-transaction Platform Fee described above; there is no subscription fee to refund.
5.2 If Texty introduces any paid plan or chargeable feature in future, the refund terms for it will be set out separately at the point of sale.
If you have a complaint about a refund, chargeback or dispute:
This policy is governed by the law of England and Wales and may be updated from time to time; the current version is the one published on the Service.