Refund and Chargeback Policy

1. Overview

This Refund and Chargeback Policy explains our policies regarding refunds, reversals, and chargebacks for payments processed through Anton Payments services. This policy applies to all merchants and payees using our services.

2. Refund Policy

2.1 Refund Eligibility

Refunds may be available in the following circumstances:

• Service Errors: If we make an error in processing a payment (e.g., duplicate payment, incorrect amount, processing to wrong recipient due to our error)
• Technical Failures: If a payment fails due to a technical issue on our part
• Unauthorized Transactions: If a payment was processed without proper authorization (subject to investigation)
• Merchant Disputes: If you have a legitimate dispute with a merchant that processed a payment to you
• Legal Requirements: If required by law or court order

2.2 Refund Process

To request a refund:

1. Submit a refund request through our platform or contact support
2. Provide documentation supporting your refund request (receipts, transaction details, etc.)
3. We will review your request and respond within 5-10 business days
4. If approved, refunds will be processed to the original payment method or account

Refund Processing Time: Approved refunds are typically processed within 5-10 business days, though actual timing depends on the payment method and receiving institution.

2.3 Non-Refundable Items

The following are generally not eligible for refunds:

• Processing fees (unless the refund is due to our error)
• Foreign exchange fees (unless the refund is due to our error)
• Payments that have already been successfully delivered to the intended recipient
• Payments made more than 90 days ago (unless required by law)
• Payments where the recipient information was provided incorrectly by you
• Payments for goods or services that have already been delivered or performed

3. Chargeback Policy

3.1 What is a Chargeback?

A chargeback occurs when a cardholder disputes a transaction with their bank or card issuer, resulting in the reversal of funds. Chargebacks can occur for various reasons, including fraud, unauthorized transactions, or merchant disputes.

3.2 Chargeback Process

When a chargeback is initiated:

1. We will notify you of the chargeback and provide relevant details
2. You may submit evidence to dispute the chargeback (within specified timeframes)
3. The card issuer or bank will review the chargeback and evidence
4. A decision will be made to either uphold or reverse the chargeback

Chargeback Fees: Chargeback fees may apply and will be deducted from your account. These fees cover the costs of processing and responding to chargebacks.

3.3 Preventing Chargebacks

To reduce the risk of chargebacks, we recommend:

• Providing clear descriptions of goods or services
• Obtaining proper authorization for transactions
• Maintaining good customer service and communication
• Using clear billing descriptors
• Providing receipts and transaction confirmations
• Responding promptly to customer inquiries and disputes
• Implementing fraud prevention measures

3.4 High Chargeback Rates

If your chargeback rate exceeds acceptable thresholds (typically 1% of transactions or higher), we may:

• Require you to maintain a reserve account
• Implement additional fraud prevention measures
• Restrict certain payment methods or transaction types
• Suspend or terminate your account

4. Reversals and Returns

4.1 Payment Reversals

Payment reversals may occur in the following circumstances:

• Failed Payments: If a payment fails after initial processing, it may be reversed
• Account Closure: If your account is closed, pending payments may be reversed
• Compliance Issues: If we identify compliance or security concerns
• Fraud Detection: If we detect fraudulent activity
• Legal Requirements: If required by law or court order

4.2 Return Policy

Returns of payments are generally not possible once a payment has been successfully delivered to the recipient. However, you may:

• Request a refund from the recipient directly
• Initiate a new payment in the reverse direction (if the recipient agrees)
• Pursue legal remedies if you have a legitimate dispute

5. Dispute Resolution

If you have a dispute regarding a payment, refund, or chargeback:

1. Contact Support: First, contact our support team to discuss the issue
2. Provide Documentation: Submit all relevant documentation and evidence
3. Review Process: We will review your dispute and respond within 10 business days
4. Appeal: If you disagree with our decision, you may request a review by our compliance team
5. External Remedies: You may pursue external legal or regulatory remedies if necessary

6. Fees and Charges

The following fees may apply:

• Refund Processing Fees: May apply for certain types of refunds (typically waived if refund is due to our error)
• Chargeback Fees: Apply to all chargebacks (typically $15-$50 per chargeback)
• Reversal Fees: May apply for payment reversals
• Dispute Fees: May apply for formal dispute resolution processes

Fee amounts and policies are detailed in your Service Order or fee schedule. Fees are non-refundable unless the refund is due to our error.

7. Time Limits

Important time limits to be aware of:

• Refund Requests: Must be submitted within 90 days of the original transaction (unless required by law)
• Chargeback Responses: Evidence must be submitted within the timeframe specified by the card issuer (typically 7-21 days)
• Dispute Appeals: Must be submitted within 30 days of the initial decision

8. Limitations of Liability

Our liability for refunds, chargebacks, and reversals is limited as set forth in our Terms of Service. We are not responsible for:

• Disputes between you and your customers or payees
• Decisions made by card issuers, banks, or payment networks
• Payments sent to incorrect recipients based on information you provided
• Fraudulent transactions that we could not reasonably detect

9. Contact

For questions about refunds, chargebacks, or this policy, please contact:

Anton Payments, Inc.
Support: [email protected]
Disputes: [email protected]