Billing support policy

Types of inquiries accepted

We accept inquiries related to unrecognized charges, receipts, subscriptions, cancellations, refund reviews, duplicate charges, incorrect amounts, pending transactions, and missing refunds.

Information needed for review

Provide the transaction date, amount, currency, statement description, last four digits of the payment method, and a brief explanation of the issue.

Review process

Inquiries are logged, categorized, and reviewed against available records. Additional information may be requested before a case can be resolved.

Communication methods

Communication is conducted through the email address provided with the inquiry. Official messages use the empire-payments.com domain.

Duplicate request handling

Duplicate submissions may be merged under a single case reference.

Attachment restrictions

Redacted attachments in PDF, JPEG, PNG, or WEBP format may be uploaded. Do not attach complete card or account numbers.

Customer responsibilities

Provide accurate information, respond to reasonable follow-up requests, and use empire-payments.com to submit sensitive information.

Limitations of support

Support cannot access your online banking account, control a bank's posting timeline, or guarantee refund or cancellation outcomes.