Refund & Dispute Policy

1. Purpose and Scope

This policy applies to all merchants using Slex Pay for online payments, QR collections, payment links, invoicing flows, and related transaction services. It governs customer-initiated refund requests, merchant-initiated reversals, and formal disputes raised through card schemes, wallet providers, bank transfer rails, or partner financial institutions.

Merchants are responsible for ensuring that their checkout terms, return policy, delivery commitments, and support response standards are aligned with this policy and with applicable consumer-protection obligations.

2. Merchant Refund Responsibilities

• Maintain a publicly visible refund policy on website, app, or order confirmation material.
• Communicate eligible refund reasons, timelines, and customer support channels in clear language.
• Process approved refunds through the original payment channel wherever technically possible.
• Keep transaction records, delivery proof, and customer communication logs for audit purposes.
• Avoid misleading “no refund” statements where law or card-network obligations require remedy.

3. Standard Refund Timeline Framework

Once a merchant validates a refund request and submits a refund instruction, Slex Pay initiates the operational flow with the relevant processing channel. Posting timelines can differ by instrument type, issuer behavior, and interbank reconciliation cycles.

• Card refunds are typically reflected within 7 to 14 business days.
• Wallet and instant-transfer reversals are generally faster and may complete within 1 to 5 business days.
• Cross-border or internationally routed payments may require extended reconciliation timelines.

4. Chargebacks and Dispute Management

Customers may raise disputes through their issuing bank, wallet provider, or payment network. Where a chargeback is created, merchants must respond within the communicated deadline and provide complete evidence to support representment.

• Evidence may include invoices, signed delivery proof, service-usage logs, communication records, and policy acceptance proof.
• Incomplete or delayed responses may result in automatic dispute loss and financial liability.
• Chargeback handling fees or network assessment costs may apply in line with partner terms.

5. Excessive Dispute Ratios and Risk Controls

When dispute levels rise beyond acceptable risk thresholds, Slex Pay may apply protective controls to safeguard customers, merchants, and partner institutions. These controls are risk-based and may vary depending on category, transaction behavior, and prior performance history.

• Enhanced transaction monitoring and merchant review.
• Temporary settlement reserves or rolling risk holdbacks.
• Mandatory policy corrections on refund visibility and support response process.
• Temporary transaction throttling, channel-level restrictions, or service suspension in severe cases.

6. Non-Eligible Refund Cases

Refund requests may be rejected where they are inconsistent with confirmed service delivery, where customer claims are materially inaccurate, or where requests fall outside legally or contractually supported conditions. Fraudulent, abusive, or duplicate claims may be escalated for deeper review.

7. Records, Compliance, and Cooperation

Merchants must preserve records required for dispute defense and regulatory compliance, including transaction references, customer communications, service-delivery proof, and refund authorizations. Slex Pay may request additional data during an active dispute, and timely cooperation is required to maintain uninterrupted service quality.

8. Policy Updates

This policy may be updated to reflect changes in law, payment-network rules, partner requirements, and operational risk standards. Continued use of Slex Pay services constitutes acceptance of the latest published version.