Refund, Reversal, Cancellation & Transaction Resolution Policy

1. PURPOSE OF THIS POLICY

This Refund, Reversal, Cancellation & Transaction Resolution Policy explains how DAlphaPay handles transactions that are:

• Failed
• Delayed
• Pending
• Reversed
• Mistaken
• Cancelled
• Declined
• Duplicated
• Unauthorized
• Partially completed
• Successfully completed
• Subject to a refund request
• Affected by technical, network, banking, mobile-money, card, merchant, or third-party payment-provider issues

DAlphaPay is committed to treating customers fairly and handling transaction problems transparently, consistently, securely, and within reasonable timeframes.

Because DAlphaPay is designed to operate across multiple countries and payment networks, transaction processing and refund times may vary depending on the payment method, currency, country, financial

institution, mobile-money operator, card network, payment partner, correspondent institution, merchant, or other third-party provider involved.

This Policy is intended to apply globally, subject to the mandatory consumer-protection, payment-services, financial-services, data-protection, and other applicable laws and regulations of the country or jurisdiction in which the customer and/or transaction is located.

Where applicable law provides a customer with greater rights or a shorter refund or resolution period than this Policy, the applicable law will prevail.

2. SCOPE

This Policy applies to transactions conducted through or using DAlphaPay, including where available:

• Person-to-person payments
• Person-to-business payments
• Merchant payments
• Bank transfers
• Mobile-money transactions
• Payment gateway transactions
• International payments
• Cross-border transfers
• Currency conversion and foreign-exchange transactions
• Payments made through DAlphaPay APIs
• Transactions initiated through DAlphaPay-supported partners
• Other payment services introduced by DAlphaPay from time to time

This Policy does not override the separate terms, rules, dispute procedures, chargeback rules, or consumer protections of banks, card networks, mobile-money operators, merchants, payment processors, or other regulated financial institutions involved in a transaction.

3. IMPORTANT DISTINCTION: REFUND, REVERSAL AND CANCELLATION

Customers should understand that these terms do not mean the same thing.

3.1 Refund

A refund occurs when money is returned to a customer after a payment or transaction has been completed or charged.

A refund may be initiated by:

• DAlphaPay;
• A merchant;
• A payment partner;
• A bank or financial institution;
• Another authorized party; or
• DAlphaPay following an approved customer request.

A refund may be full or partial.

3.2 Reversal

A reversal occurs when a transaction that has not finally settled, or a transaction that qualifies for reversal under the applicable payment system rules, is returned or cancelled through the relevant payment rail.

A reversal may happen automatically when a transaction fails to complete but funds were temporarily debited or reserved.

3.3 Cancellation

Cancellation occurs when a transaction is stopped before it is finally processed or settled.

Cancellation is not guaranteed after a transaction has entered final processing or settlement.

3.4 Chargeback

A chargeback is a dispute initiated through a card issuer, bank, payment institution, or other applicable payment network.

Chargebacks are governed by the rules of the relevant payment network or financial institution and may have procedures and timelines that differ from DAlphaPay's internal refund process.

4. OUR GENERAL REFUND PRINCIPLE

DAlphaPay will make reasonable efforts to ensure that customers do not permanently lose money because of a transaction that:

• Failed due to a DAlphaPay system error;
• Was incorrectly processed by DAlphaPay;
• Was duplicated because of a technical error;
• Was debited but not successfully delivered;
• Was reversed by the relevant payment network;
• Was cancelled before completion;
• Was incorrectly charged by DAlphaPay; or
• Is otherwise determined to qualify for a refund under applicable law, the transaction terms, or the rules of the relevant payment network.

However, DAlphaPay does not guarantee that every transaction can be cancelled or refunded.

Once a transaction has been successfully completed and settled, DAlphaPay may be unable to unilaterally recover the funds.

5. TRANSACTION STATUS DEFINITIONS

DAlphaPay may display one or more of the following statuses:

5.1 Pending

The transaction has been initiated but has not yet received final confirmation.

A pending transaction does not necessarily mean that the transaction has failed.

Customers should avoid submitting the same payment again until the status has been confirmed whenever doing so could result in a duplicate transaction.

5.2 Successful / Completed

The transaction has received confirmation that the intended payment or transfer has been successfully processed.

5.3 Failed

The transaction could not be successfully completed.

Where funds were debited despite the transaction failing, DAlphaPay will initiate or facilitate the applicable reversal or refund process.

5.4 Reversed

The transaction was returned, cancelled, or reversed through the relevant payment system or by DAlphaPay.

5.5 Cancelled

The transaction was stopped before final completion.

5.6 Declined

The transaction was rejected by DAlphaPay, a bank, payment processor, card network, mobile-money provider, merchant, or other relevant payment institution.

5.7 Refunded

Funds associated with an eligible transaction have been returned or are in the process of being returned to the customer.

6. FAILED TRANSACTIONS

A failed transaction occurs when a transaction cannot be successfully completed.

Examples include:

• Insufficient balance;
• Network failure;
• Payment-provider failure;
• Bank rejection;
• Mobile-money failure;
• Card authorization failure;
• System timeout;
• Technical malfunction;
• Invalid recipient information;
• Security or compliance restrictions; or
• Other processing failures.

6.1 If no money was deducted

If a transaction fails and no funds were deducted, no refund is required.

The customer may attempt the transaction again once the reason for failure has been addressed.

6.2 If money was deducted

If the customer was charged or debited but the transaction failed, DAlphaPay will investigate the transaction and initiate a reversal or refund where applicable.

Expected timeframe

Target resolution: Within 1-3 business days.

However, the actual timeframe may depend on the bank, mobile-money operator, card network, payment processor, or other payment partner involved.

Where the transaction remains unresolved beyond the expected timeframe, the customer should contact DAlphaPay Support and provide the transaction reference.

7. DELAYED OR PENDING TRANSACTIONS

A transaction may be delayed because of:

• Banking-network delays;
• Mobile-money network congestion;
• International payment processing;
• Compliance screening;
• Currency conversion;
• Payment-provider downtime;
• Technical problems;
• Settlement processing;
• Public holidays;
• Weekends;
• Correspondent-bank processing; or
• Other circumstances outside DAlphaPay's direct control.

A pending transaction does not automatically qualify for an immediate refund.

DAlphaPay will first determine whether the transaction:

1. Will complete successfully;
2. Will be rejected;
3. Will be reversed; or
4. Requires manual investigation.

Expected timeframe

DAlphaPay aims to provide a transaction status or resolution within:

24 hours for ordinary domestic processing issues, where technically and operationally possible.

For transactions involving third-party financial institutions, international payment rails, compliance reviews, or cross-border settlement, resolution may take longer.

Where a longer investigation is required, DAlphaPay will provide the customer with an update where reasonably possible.

Customers should not repeatedly initiate the same transaction while the original transaction remains pending unless DAlphaPay instructs them to do so.

8. REVERSED TRANSACTIONS

A transaction may be reversed when:

• The receiving institution rejects the payment;
• The payment network cannot complete settlement;
• A transaction times out;
• A payment provider reverses the transaction;
• DAlphaPay detects a technical processing error;
• The transaction was duplicated;
• The transaction violates an applicable processing rule; or
• Another legitimate reversal condition applies.

When a transaction is reversed, the funds will normally be returned to the original funding source or another eligible destination determined by the applicable payment system.

Expected timeframe

DAlphaPay's target is:

1-3 business days for domestic reversals, subject to the relevant payment rail.

3-10 business days for transactions involving third-party or cross-border payment systems, subject to the relevant provider and settlement process.

Certain international payment methods may require additional processing time.

9. MISTAKEN TRANSACTIONS

Customers are responsible for reviewing transaction details before confirming a payment.

This includes checking:

• Recipient name;
• Recipient account or wallet number;
• Phone number;
• Bank details;
• Amount;
• Currency;
• Merchant;
• Transaction description; and
• Any other relevant information.

9.1 Mistaken payment to the wrong recipient

If a customer sends money to the wrong recipient, the customer should contact DAlphaPay immediately.

DAlphaPay will make reasonable efforts to assist with recovery where possible.

However, DAlphaPay cannot guarantee recovery of funds after a transaction has been successfully delivered and settled.

Recovery may require:

• Recipient consent;
• Cooperation from a bank or payment institution;
• Cooperation from a mobile-money operator;
• Cooperation from a merchant;
• A formal dispute process;
• A chargeback procedure; or
• A legal or regulatory process.

9.2 Customer responsibility

A mistaken transaction does not automatically create a right to a refund from DAlphaPay.

Where the error was caused by the customer's incorrect entry of payment information and the transaction was correctly processed according to the information supplied by the customer, DAlphaPay may not be responsible for the resulting loss.

10. DUPLICATE TRANSACTIONS

If the same transaction appears to have been processed more than once because of a technical error or duplicate processing, DAlphaPay will investigate the transaction records.

Where a duplicate charge is confirmed, the additional eligible charge will be reversed or refunded.

Expected timeframe

1-5 business days, depending on the payment method and payment provider.

11. CANCELLED TRANSACTIONS

A customer may request cancellation of a transaction where DAlphaPay provides a cancellation option and the transaction has not reached a stage at which cancellation is technically or legally unavailable.

Cancellation requests should be submitted as soon as possible.

Once a transaction has entered final processing or settlement, cancellation may no longer be possible.

If cancellation is successful, eligible funds will be returned according to the applicable payment method and settlement process.

Expected timeframe

1-5 business days for eligible domestic cancellations.

International or third-party transactions may take longer.

12. SUCCESSFULLY COMPLETED TRANSACTIONS

A successfully completed transaction is generally considered final.

DAlphaPay will not automatically refund a successfully completed transaction simply because the customer later changes their mind.

A completed transaction may nevertheless be eligible for reversal, refund, dispute, or recovery where:

• DAlphaPay made a processing error;
• The transaction was duplicated;
• The transaction was unauthorized;
• The merchant agrees to a refund;
• The receiving institution agrees to return the funds;
• Applicable law requires a refund;
• The relevant payment network permits a dispute or chargeback;
• The transaction was processed contrary to applicable rules; or
• Another legitimate refund or dispute basis exists.

13. UNAUTHORIZED TRANSACTIONS

If a customer believes that a transaction was made without their authorization, they must notify DAlphaPay as soon as possible.

Customers should:

1. Secure their DAlphaPay account;
2. Change their password or authentication credentials where appropriate;
3. Contact DAlphaPay Support;
4. Provide the transaction reference;
5. Provide relevant information requested during the investigation; and
6. Cooperate with reasonable security and verification procedures.

DAlphaPay may temporarily restrict an account or transaction while investigating suspected unauthorized activity.

A refund is not guaranteed where the investigation determines that the transaction was authorized by the customer, resulted from customer negligence, involved compromised credentials that the customer failed to protect, or otherwise falls outside applicable consumer-protection rules.

Nothing in this section limits rights provided by mandatory applicable law.

14. REFUNDS ARISING FROM DALPHAPAY ERRORS

Where DAlphaPay determines that a transaction error was directly caused by DAlphaPay's systems or processing, DAlphaPay will take reasonable steps to correct the error.

Depending on the circumstances, the remedy may include:

• Reversal;
• Full refund;
• Partial refund;
• Correction of the transaction;
• Fee refund;
• Reprocessing; or
• Another appropriate remedy.

Where DAlphaPay is responsible for the error, customers will not normally be charged an additional fee for correcting that error.

15. MERCHANT REFUNDS

Where a customer purchases goods or services from a merchant using DAlphaPay, the merchant may have its own refund and cancellation policy.

If the merchant agrees to refund a purchase, the refund may need to be initiated by the merchant through the applicable payment system.

DAlphaPay may facilitate the refund but does not necessarily control the merchant's refund decision.

Customers should retain:

• Receipts;
• Transaction references;
• Merchant communications;
• Order numbers; and
• Other evidence relating to the purchase.

Where appropriate, DAlphaPay may assist customers in communicating with the merchant or payment provider.

16. INTERNATIONAL AND CROSS-BORDER TRANSACTIONS

Cross-border transactions may involve multiple financial institutions and payment systems.

These may include:

• Sending institutions;
• Receiving institutions;
• Correspondent banks;
• Card networks;
• Mobile-money operators;
• Payment processors;
• Foreign-exchange providers;
• Regulatory screening systems; and
• Other financial intermediaries.

As a result, refunds and reversals for international transactions may take longer than domestic transactions.

General expected timeframe

International refunds may take approximately:

5-15 business days, depending on the payment method, destination country, financial institution, currency, settlement system, compliance requirements, and intermediary institutions.

This is an estimate rather than a guaranteed deadline.

DAlphaPay will not intentionally delay an eligible refund once DAlphaPay has completed the steps under its control.

17. FOREIGN CURRENCY REFUNDS

Where a transaction involves currency conversion, the amount returned may differ from the original amount in another currency because of:

• Exchange-rate movements;
• Foreign-exchange conversion;
• Payment-provider fees;
• Intermediary fees;
• Regulatory charges; or
• Other applicable third-party costs.

Where applicable law requires the customer to receive a specific amount, DAlphaPay will comply with that requirement.

Where a refund is processed in the original transaction currency, the customer's bank or payment provider may determine the final converted amount received in the customer's local currency.

18. REFUND OF TRANSACTION FEES

Where a transaction fails because of a DAlphaPay processing error, DAlphaPay will generally seek to refund the DAlphaPay transaction fee associated with that failed transaction where appropriate.

However, third-party fees already charged by banks, mobile-money operators, card networks, correspondent institutions, foreign-exchange providers, or other payment providers may not always be recoverable by DAlphaPay.

Where such third-party fees are non-refundable, DAlphaPay may be unable to reimburse them unless required by applicable law or the relevant provider's rules.

19. EXPECTED REFUND AND RESOLUTION TIMELINES

The following table provides DAlphaPay's general target timeframes:

These are expected or target timeframes, not unconditional guarantees.

The actual time may vary depending on the payment method, financial institution, country, currency, compliance review, weekends, public holidays, technical conditions, and third-party settlement processes.

20. WHEN A REFUND IS NOT IMMEDIATE

A refund may take longer when:

• The receiving institution has not confirmed the transaction status;
• A payment provider is experiencing an outage;
• A bank is processing the reversal;
• The transaction is international;
• Currency conversion is involved;
• Additional identity verification is required;
• Fraud or unauthorized-transaction concerns exist;
• Anti-money laundering or sanctions screening is required;
• A merchant dispute is involved;
• A chargeback process has been initiated;
• The transaction is subject to regulatory review; or
• Another third-party institution controls the relevant settlement process.

DAlphaPay will not describe a transaction as permanently lost merely because the refund has not yet appeared within the initial expected timeframe.

21. HOW TO REQUEST A REFUND OR REPORT A TRANSACTION PROBLEM

Customers should contact DAlphaPay Support through the official support channels provided within the DAlphaPay application and on the official DAlphaPay website.

A refund or transaction-resolution request should, where available, include:

• Customer name;
• Registered DAlphaPay account information;
• Transaction reference;
• Transaction date and time;
• Amount;
• Currency;
• Payment method;
• Recipient or merchant;
• Description of the problem;
• Relevant supporting evidence; and
• Any other information reasonably required to investigate the transaction.

Customers should never provide their:

• Password;
• PIN;
• One-time authentication code;
• Full private authentication credentials; or
• Other confidential security credentials

to anyone claiming to provide DAlphaPay support.

22. INVESTIGATION PROCESS

When a transaction dispute or refund request is received, DAlphaPay may:

1. Confirm the customer's identity;
2. Locate the transaction;
3. Review transaction logs;
4. Check the transaction status;
5. Determine whether funds were actually debited;
6. Determine whether funds were delivered;
7. Contact the relevant payment provider;
8. Contact a bank, mobile-money operator, merchant, or other institution where necessary;
9. Review relevant fraud and security indicators;
10. Determine whether a reversal, refund, correction, or other remedy is available; and
11. Communicate the outcome to the customer.

DAlphaPay may request additional information where necessary to protect the customer and prevent fraud.

23. FRAUDULENT OR ABUSIVE REFUND REQUESTS

DAlphaPay may refuse or restrict a refund request where there is reasonable evidence of:

• Fraud;
• Account abuse;
• Deliberate manipulation of transaction systems;
• False information;
• Repeated abusive refund claims;
• Collusion;
• Money laundering;
• Sanctions evasion;
• Unauthorized use of another person's account; or
• Other unlawful or prohibited activity.

Where appropriate, DAlphaPay may report suspicious activity to relevant authorities or financial institutions as required by applicable law.

24. NO DOUBLE RECOVERY

Customers must not receive more than one recovery for the same transaction.

If a customer receives funds through a refund, reversal, chargeback, merchant refund, or another recovery mechanism and later receives an additional recovery for the same transaction, DAlphaPay may correct the duplicate recovery in accordance with applicable law.

25. THIRD-PARTY PAYMENT PROVIDERS

DAlphaPay may rely on third-party financial institutions, banks, payment processors, mobile-money operators, card networks, foreign-exchange providers, switches, merchants, and other regulated or authorized providers.

Where a transaction is controlled by a third-party provider, DAlphaPay will make reasonable efforts to assist the customer but cannot guarantee the third party's processing time.

The customer may also have rights directly against the relevant financial institution or payment provider.

26. REGULATORY AND LEGAL RIGHTS

Nothing in this Policy is intended to remove or reduce any mandatory legal rights available to customers.

Where the law of a particular jurisdiction provides:

• A shorter refund period;
• A mandatory refund;
• Additional consumer protections;
• Specific dispute procedures;
• Chargeback rights;
• Payment-service protections; or
• Other mandatory remedies,

those requirements will apply to the extent applicable.

DAlphaPay may maintain country-specific terms, policies, procedures, or disclosures where required.

27. CUSTOMER RESPONSIBILITIES

Customers are expected to:

• Review transaction information before confirming a transaction;
• Keep account credentials confidential;
• Use strong authentication;
• Report suspicious transactions promptly;
• Keep transaction references and receipts;
• Provide accurate information;
• Cooperate with reasonable investigations;
• Avoid intentionally submitting duplicate transactions;
• Follow DAlphaPay's Terms of Use and Acceptable Use Policy; and
• Comply with applicable laws.

Failure to follow these responsibilities may affect the availability of certain remedies where permitted by applicable law.

28. DAlphaPay RESPONSIBILITIES

DAlphaPay will:

• Maintain reasonable transaction records;
• Provide transaction status information where available;
• Investigate eligible transaction disputes;
• Communicate material transaction problems;
• Process eligible refunds and reversals;
• Protect customer information in accordance with applicable privacy requirements;
• Maintain appropriate security controls;
• Cooperate with applicable regulators and financial institutions; and
• Apply this Policy fairly and consistently, subject to applicable law.

29. SYSTEM OUTAGES AND EVENTS OUTSIDE OUR CONTROL

DAlphaPay is not responsible for delays caused by events outside its reasonable control, including:

• Bank outages;
• Mobile-money outages;
• Payment-network outages;
• Internet outages;
• Telecommunications failures;
• Power failures;
• Cybersecurity incidents;
• Natural disasters;
• War;
• Civil unrest;
• Government action;
• Regulatory intervention;
• Sanctions;
• Third-party service failures;
• International settlement disruptions; or
• Other force-majeure events.

However, DAlphaPay will take reasonable steps to protect customer funds, transaction records, and customer interests during such events.

30. REFUND STATUS

Where technically available, customers may view the status of their transaction within DAlphaPay.

Possible refund or dispute statuses may include:

• Refund Requested
• Under Review
• Approved
• Processing
• Reversed
• Refunded
• Rejected
• Completed
• Additional Information Required

The displayed status is informational and may depend on updates received from the relevant payment provider.

31. CUSTOMER COMMUNICATION

DAlphaPay may communicate transaction and refund information through:

• In-app notifications;
• Email;
• SMS;
• Push notifications;
• Customer support;
• Other official DAlphaPay communication channels.

Customers should ensure that their registered contact information remains accurate.

DAlphaPay will not request a customer to disclose their password, PIN, or one-time authentication code through ordinary refund communications.

32. COMPLAINTS AND ESCALATION

If a customer is dissatisfied with the handling of a refund, reversal, cancellation, or transaction dispute, the customer may submit a formal complaint through DAlphaPay's Complaints & Dispute Resolution Procedure.

DAlphaPay will review complaints fairly and provide an appropriate response within the timeframe applicable to the relevant jurisdiction and transaction type.

Where applicable, customers may also have the right to escalate a complaint to the relevant financial regulator, payment-system operator, ombudsman, consumer-protection authority, or other competent authority.

33. POLICY GOVERNANCE

DAlpha Company SL Limited may update this Policy to reflect:

• Changes in law;
• Regulatory requirements;
• New payment methods;
• New countries or territories;
• New payment partners;
• Changes to DAlphaPay products;
• Security improvements;
• Customer-protection requirements; or
• Operational improvements.

Where changes materially affect customer rights or obligations, DAlphaPay will provide notice in accordance with applicable law.

34. GOVERNING LAW AND INTERNATIONAL APPLICATION

DAlphaPay is intended to operate as an international financial technology platform.

The availability of particular DAlphaPay products and services may vary by country.

Customers are responsible for using DAlphaPay only where the relevant service is legally available to them.

The legal and regulatory requirements applicable to a transaction may depend on factors including:

• Customer location;
• Recipient location;
• Merchant location;
• Payment method;
• Currency;
• Financial institutions involved;
• Payment network;
• Transaction type; and
• Applicable regulatory framework.

Where a conflict exists between this Policy and mandatory law applicable to a particular transaction, the mandatory law will prevail.

35. CONTACT

For refund requests, transaction disputes, cancellations, or transaction-related support, customers should use the official DAlphaPay support channels available through the DAlphaPay application and official website.

DAlphaPay

A product of DAlpha Company SL Limited

Slogan: YOUR MONEY YOUR WAY

Website: dalphapay.com

Email: support@dalphacompany.com

Support: Available through the DAlphaPay application

36. CUSTOMER NOTICE

Before submitting a transaction, always verify the recipient, amount, currency, and transaction details.

A transaction that has already been successfully delivered and settled may not be reversible.

If you believe a transaction is incorrect, unauthorized, duplicated, failed, or delayed, contact DAlphaPay as soon as possible.

The sooner a transaction issue is reported, the greater the opportunity to investigate and, where possible, recover or reverse the funds.