Refund Policy

Scope of This Policy

This Refund Policy applies to services provided by Ex Payments Ltd in connection with merchant account services, payment gateway infrastructure, and related payment processing solutions.

Ex Payments Ltd acts as a payment service provider and may receive, hold, manage, and settle merchant funds in connection with payment processing services, subject to applicable agreements and regulatory obligations.

This Refund Policy does not govern refunds issued by merchants to their customers. Merchants remain solely responsible for establishing and enforcing their own customer refund policies.

Finality of Processed Transactions

Once a transaction has been properly authorized, processed, and settled in accordance with the instructions received, it is generally considered final.

Ex Payments Ltd does not reverse or refund transactions that:

• Were processed according to the merchant’s submitted instructions
• Have already been settled or disbursed in accordance with merchant instructions or applicable agreements
• Involve disputes between a merchant and its customer
• Result from incorrect payment details provided by the merchant

Where funds have been settled or disbursed in accordance with merchant instructions or applicable agreements, transactions may be considered final. However, where funds remain under the custody or control of Ex Payments Ltd, the Company reserves the right to suspend, delay, or reverse settlement in accordance with contractual terms, regulatory requirements, fraud prevention measures, or risk management policies.

Merchant and End Customer Relationship

Ex Payments Ltd is not a party to the commercial relationship between a merchant and its customers.

We do not:

• Determine the nature of goods or services sold
• Evaluate product quality
• Mediate customer disputes
• Independently authorize customer refunds

Any end customer seeking a refund must contact the merchant directly.

If a merchant authorizes a refund through the applicable payment channel, it will be processed in accordance with the rules of the relevant acquiring bank or payment network.

Regulatory and Compliance Restrictions

As a registered Money Services Business (MSB), Ex Payments Ltd actively monitors transaction activity and may delay, suspend, restrict, or reverse settlement where required to comply with regulatory obligations, mitigate fraud risk, manage chargeback exposure, or respond to suspicious activity.

In cases where funds are subject to compliance review, refunds or releases may be delayed pending internal assessment or instructions from financial partners.

Where transactions are blocked due to suspected fraud, sanctions concerns, or incomplete verification procedures, Ex Payments Ltd reserves the right to retain or restrict movement of funds as permitted under applicable agreements and legal requirements.

Holding of Merchant Funds

In connection with its services, Ex Payments Ltd may hold merchant funds, delay settlement, or apply reserves in accordance with merchant agreements, risk assessments, and regulatory requirements.

The Company may withhold, suspend, or offset funds where necessary to mitigate fraud risk, chargeback exposure, compliance concerns, or contractual breaches.

Settlement timing and fund availability are governed by separate merchant agreements and may be subject to review, adjustment, or delay based on risk factors.

Exceptional Refund Scenarios

Refunds may be considered in limited circumstances where a demonstrable operational or technical error attributable to Ex Payments Ltd has occurred.

Examples may include:

• Duplicate charges caused by a system malfunction
• Processing errors resulting in incorrect transaction amounts
• Confirmed technical failures prior to settlement

All such requests must:

• Be submitted in writing
• Include transaction identifiers
• Include supporting documentation

Each request will be reviewed on a case-by-case basis.

If approved, refund processing timelines will depend on banking procedures and partner coordination.

Irregular or Misapplied Payments

Where payments are received that:

• Do not match the specified transaction
• Are duplicates
• Are incomplete
• Are transmitted outside the defined processing parameters

Ex Payments Ltd may treat such payments as irregular.

In such cases, funds may be returned after reconciliation and subject to compliance review. Processing timelines may vary depending on the circumstances and involvement of financial institutions.

Processing Timeframes

Refund requests submitted by merchants will generally be reviewed within 5 to 10 business days.

Where a refund is approved, processing time will depend on the relevant payment network, acquiring bank, or financial institution.

Ex Payments Ltd is not responsible for delays caused by third-party financial institutions, regulatory screening, or force majeure events.

No interest or compensation is payable for processing delays outside our direct control.

Contact

For questions regarding our Refund Policy, please contact:

Ex Payments Ltd 2709b 43rd Avenue Vernon, British Columbia V1T 3L2 Canada

Phone: +1 778 744 4578 Email: info@ex-payments.com

Please include relevant transaction identifiers and merchant details when submitting inquiries.