Aqwire Refund and Chargeback Policy

Purpose

This Refund and Chargeback Policy ("Policy") sets forth the guidelines governing refund requests and payment disputes for transactions processed through the QWIKWIRE BILLING SYSTEMS INC. ("AQWIRE") payment platform.

This Policy supplements and forms an integral part of the AQWIRE Payer Terms of Service. Capitalized terms not otherwise defined herein shall have the meanings assigned to them in the Payer Terms of Service.

By completing a transaction through the AQWIRE payment platform, the Payer acknowledges that they have read, understood, and agreed to this Policy.

Scope

This Policy applies to all payment transactions processed through AQWIRE using any payment channel or payment method made available by AQWIRE from time to time, including but not limited to payment cards, bank transfers, digital wallets, electronic payment facilities, and other supported payment methods.

Definitions

For purposes of this Policy:

General Principles

AQWIRE operates as a payment platform that facilitates electronic payment transactions between Payers and Merchants or Billers.

Unless otherwise expressly provided, AQWIRE does not sell, manufacture, supply, or deliver the goods or services purchased by the Payer and is not responsible for disputes relating to product quality, service performance, contractual obligations, warranties, or similar commercial matters.

Where a refund request concerns goods or services supplied by a Merchant or Biller, the determination of whether a refund should be granted shall generally be made by the Merchant or Biller in accordance with its applicable policies and applicable law, except where the refund request arises solely from an error attributable to AQWIRE or its payment processing services.

Refund Eligibility

A refund may be requested under circumstances including, but not limited to:

• duplicate payments;
• accidental multiple charges;
• payments processed due to technical or system errors;
• unauthorized transactions, subject to investigation;
• transactions where the purchased goods or services were not delivered or fulfilled, subject to the Merchant's or Biller's refund policy;
• overpayments; or
• other circumstances approved by AQWIRE or the relevant Merchant or Biller.

Submission of a refund request does not automatically entitle the Payer to receive a refund.

Each request shall be evaluated based on the relevant facts, applicable agreements, payment network rules, and applicable law.

Non-Refundable Transactions

Refund requests may be denied, including but not limited to the following circumstances:

• the request is submitted beyond the applicable refund period;
• the transaction was properly authorized by the Payer;
• incorrect payment information was provided by the Payer;
• the refund request arises solely from a change of mind after a valid transaction;
• the Merchant or Biller determines that no refund is due;
• the transaction has already been refunded;
• a chargeback has already been initiated or completed for the same transaction;
• the request is fraudulent, abusive, repetitive, or otherwise made in bad faith;
• applicable law, regulatory requirements, payment partner rules, or card network rules prohibit the requested refund.

Nothing in this Policy limits any statutory rights available to consumers under applicable law.

Refund Request Period

Refund requests must be submitted within ninety (90) calendar days from the date of payment or debit unless a different period is required by applicable law or by the Merchant's or Biller's refund policy.

Requests received after the applicable period may no longer be processed.

Refund Request Procedure

To request a refund, the Payer may be required to provide information reasonably requested by AQWIRE, including:

• transaction reference number;
• proof of payment;
• name of the Payer;
• amount paid;
• explanation of the refund request;
• supporting documents; and
• such additional information as AQWIRE may reasonably require.

Incomplete or inaccurate submissions may delay the review or processing of the request.

Review and Approval

Upon receipt of a refund request, AQWIRE may:

• verify the transaction;
• request additional information or documentation;
• coordinate with the Merchant or Biller;
• consult the relevant Payment Partner;
• investigate suspected fraud or misuse; and
• take such other actions reasonably necessary to evaluate the request.

AQWIRE reserves the right to approve, decline, suspend, or defer processing of any refund request pending completion of its review or the review of the Merchant, Biller, Payment Partner, or other relevant third party.

Refund Processing

Approved refunds shall, whenever reasonably practicable, be credited to the Original Payment Method used for the transaction.

Where refunding to the Original Payment Method is not possible due to payment network rules, technical limitations, account closure, or other circumstances beyond AQWIRE's control, AQWIRE may process the refund through another lawful method acceptable to the relevant parties.

Processing times vary depending on the Payment Partner, issuing bank, acquiring bank, digital wallet provider, or other financial institution and are outside AQWIRE's control.

After receiving confirmation that the refund has been processed, the Payer should:

• verify whether the refund has been credited to the Original Payment Method;
• contact the issuing bank, payment provider, or financial institution if the refund is not yet reflected; and
• allow for the applicable posting period before requesting further assistance.

If the refund remains uncredited after completing these steps, the Payer may contact AQWIRE Customer Support at support@aqwire.co .

Chargeback Policy

Before initiating a chargeback or payment dispute with a card issuer, bank, payment partner, or other financial institution, the Payer is encouraged to first contact AQWIRE Customer Support to allow the transaction to be reviewed and, where appropriate, resolved through the refund process.

Once a chargeback has been initiated, AQWIRE may suspend or defer any refund request relating to the same transaction until the chargeback process has been completed.

AQWIRE reserves the right to investigate and contest any chargeback that appears fraudulent, abusive, duplicative, or otherwise inconsistent with applicable payment network rules or law.

AQWIRE may provide relevant transaction records, communications, payment confirmations, authentication records, and other supporting documentation to Payment Partners, financial institutions, Merchants, Billers, regulatory authorities, or other authorized parties for purposes of resolving the chargeback, subject to applicable law and the AQWIRE Data Privacy Policy.

A Payer shall not knowingly obtain reimbursement for the same transaction through both a refund and a chargeback.

Fraud Prevention

AQWIRE reserves the right to delay, suspend, decline, or investigate any refund request or chargeback where there are reasonable grounds to believe that the transaction involves fraud, abuse, unauthorized activity, money laundering, identity theft, or any other unlawful or suspicious activity.

Where appropriate, AQWIRE may report such activities to the relevant authorities, Payment Partners, or financial institutions in accordance with applicable laws and regulations.

Limitation of Responsibility

AQWIRE's responsibility under this Policy is limited to facilitating the review and processing of eligible refund requests in accordance with applicable agreements, payment network rules, operational requirements, and applicable law.

AQWIRE does not guarantee that every refund request will be approved, nor does it guarantee any specific processing period, as processing times may depend upon Merchants, Billers, Payment Partners, financial institutions, card networks, or circumstances beyond AQWIRE's reasonable control.

Amendments

AQWIRE reserves the right to amend, revise, or update this Policy at any time to reflect changes in applicable laws, payment network rules, regulatory requirements, operational practices, technology, or business needs.

The updated Policy shall become effective upon publication through AQWIRE's official website or other official communication channels unless otherwise specified.

Contact Information

For inquiries regarding refunds, payment disputes, or chargebacks, Payers may contact AQWIRE Customer Support through: support@aqwire.co

AQWIRE will use commercially reasonable efforts to respond to inquiries within a reasonable period, subject to the complexity of the request and the availability of information from relevant third parties.