Refund Policy

1. Overview

This Refund Policy outlines the terms under which refunds may or may not be issued for services provided by Polapine Digital's payment orchestration platform. By using our Platform, you acknowledge and agree to this Refund Policy in its entirety.

2. No Refunds for Chargeback Alerts

Chargeback alerts are a preventive service designed to notify merchants of potential chargebacks before they are formally filed. Due to the nature of this service:

• All chargeback alert fees are final and non-refundable
• Once a chargeback alert has been delivered to you, the service is considered fully rendered
• No refund will be issued regardless of whether the merchant acts on the alert or not
• Alerts that are delivered but not read or acknowledged are still non-refundable
• The outcome of the underlying dispute does not affect the non-refundable status of alert fees

This policy exists because chargeback alert services involve real-time data acquisition, processing, and delivery costs that are incurred immediately upon alert generation, making it impossible to reverse the service once delivered.

3. Security Deposits

Security deposits required for certain pricing plans are handled as follows:

• Security deposits are 100% refundable upon account closure in good standing
• Refund of security deposit may be reduced by outstanding chargebacks, disputes, or unpaid fees
• Security deposit refunds are processed within 30 business days of account closure
• The deposit refund will be issued via the same method used for the original deposit, or an alternative method at our discretion

4. Transaction Processing Fees

Transaction processing fees charged by the Platform are non-refundable because:

• Processing fees are earned at the time of transaction routing and execution
• Third-party gateway fees incurred during processing cannot be recovered from the payment gateway provider
• Fees for successfully processed transactions are final regardless of subsequent refunds to end customers
• Transaction failures, declines, or errors caused by the payment gateway provider do not entitle merchants to a refund of Platform fees - such claims must be directed to the gateway provider

If a transaction fails due to a Platform routing error (not a gateway decline, processing error, or gateway-side failure), we may credit the processing fee at our discretion. All liability for transaction processing failures, including financial losses from declined or erroneously processed transactions, rests with the payment gateway provider responsible for processing the transaction.

5. Payout/Withdrawal Fees

Withdrawal and payout fees are non-refundable once the payout has been initiated. If a payout fails due to incorrect information provided by the merchant, the payout fee may still apply and any recovery fees charged by third-party payment providers will be passed to the merchant.

6. Service Credits

In cases where the Platform experiences downtime or service degradation that materially impacts your ability to process transactions, we may, at our sole discretion, issue service credits. Service credits:

• Are not cash refunds and cannot be withdrawn
• May be applied to future transaction fees
• Have no cash value and expire upon account termination
• Are determined solely at our discretion

7. Chargebacks Against Merchants

When a chargeback is filed against a transaction processed through our Platform:

• The chargeback amount will be deducted from your available balance or security deposit
• Additional chargeback fees may apply as outlined in your plan terms
• We are not responsible for refunding chargeback amounts to merchants
• Merchants are solely responsible for managing disputes with their end customers
• All chargeback processing, representment, and dispute resolution is handled by the payment gateway provider - Polapine Digital bears no liability for chargeback outcomes
• Any claims for losses arising from chargebacks, including improper chargeback handling or failure to process representments, must be directed to the applicable payment gateway provider

Polapine Digital acts solely as an information relay for chargeback notifications received from payment gateway providers. The payment gateway provider bears full liability for the chargeback process, including compliance with card network chargeback rules and timelines.

8. Requesting a Refund (Where Applicable)

For eligible refund requests (such as security deposit refunds upon account closure), please:

• Contact our support team via email: support@pd.cash
• Provide your account details and the reason for your request
• Allow up to 30 business days for processing

9. Contact Us

For questions about this Refund Policy, please contact us:

• Email: support@pd.cash
• Website: pd.cash