Refund, Dispute & Chargeback Policy

This Refund, Dispute & Chargeback Policy explains how Ceylon Cash (Private) Limited ("Ceylon Cash", "CeyPay", "we", "us", "our") handles refunds, customer disputes, transaction reversals and chargebacks when you pay or accept payments using CeyPay.

Paying with stablecoins and other digital assets works differently from paying by card. Please read this policy carefully so you understand what is and is not possible before you transact. It should be read together with our Terms of Service and Risk Warning.

1. Blockchain payments are generally final

Stablecoin and digital asset transactions are recorded on a public blockchain. Once a transaction is confirmed on-chain and accepted by the originating payment platform, it is generally final and irreversible.

• A completed payment cannot simply be cancelled or "undone" by CeyPay or by the blockchain network.
• A refund is therefore a new, separate transaction that has to be arranged and sent back — it is not a reversal of the original payment.
• Always check the recipient, amount, asset and network before confirming a payment, because mistaken transfers may not be recoverable.

2. No traditional chargebacks

With card payments, a customer can ask their bank to force a "chargeback" that reverses a payment. CeyPay does not offer this. Because blockchain payments are final, customers cannot initiate traditional, card-style chargebacks through CeyPay.

It helps to understand the difference between a dispute and a chargeback:

• A chargeback is a forced reversal of a payment imposed by a card network or bank. This mechanism does not exist for CeyPay payments.
• A dispute is a complaint you raise (for example, goods not received or not as described). We can investigate a dispute, but raising one does not automatically reverse a payment or guarantee a refund.

3. How refunds work on CeyPay

CeyPay does not generally return cryptocurrency or stablecoins directly to customers. Whether a refund in the original cryptocurrency is possible depends on the payment platform the customer used to pay.

3.1 Refunds depend on the originating payment platform

A refund in the original digital asset is only possible where the originating payment provider supports that functionality. Where it is not supported, CeyPay cannot send the cryptocurrency back to the customer.

3.2 Binance Pay

As of the publication date of this policy, Binance Pay is the only supported payment platform that provides a native refund capability, through supported merchant integrations. Where a payment was made via Binance Pay and the merchant approves a refund, the refund may be processed back through Binance Pay subject to its rules, timeframes and limits.

3.3 Platforms without native refund support

Where refund functionality is not available through the originating payment platform, merchants remain responsible for arranging an alternative refund method with the customer. These may include:

• Bank transfers
• Merchant credits or store credit
• Vouchers
• Any other settlement method agreed between the merchant and customer

Additional payment platforms may add refund functionality in future. Where that happens, this policy will be updated to reflect the platforms supported at that time.

4. Refund eligibility and merchant approval

CeyPay is a payment service used by merchants. The merchant — not CeyPay — sells the goods or services and sets the refund and return terms for a purchase. As a result:

• Refunds are determined by the merchant's own refund and return policy and applicable law.
• A refund generally requires the merchant to review and approve the request before any amount is returned.
• Even where a refund is approved, the method used (original cryptocurrency or an alternative such as bank transfer) depends on what the originating payment platform supports, as described in section 3.

Customers should first contact the merchant they paid to request a refund or raise an issue about a purchase.

5. Complaints and dispute handling

If you have a problem with a payment, you can raise it with us. Our general process is:

1. Contact the merchant first. Most issues (such as orders, deliveries or refunds) are resolved directly with the merchant.
2. Contact CeyPay. If you cannot resolve it with the merchant, contact us with the relevant details (for example transaction reference, date, amount and a description of the issue).
3. Investigation. We will review the information available to us and may contact the merchant or relevant payment platform.

Please note that CeyPay investigates customer complaints and disputes but does not guarantee transaction reversals or refunds. Because confirmed blockchain payments are final, the outcome of a dispute may be limited to facilitating communication between you and the merchant.

6. Merchant settlement and finality

For merchants accepting payments through CeyPay:

• Once funds are settled to you, those settled transactions are considered final.
• If you approve a refund, the refunded amount is your responsibility and may be recovered or deducted in line with your agreement with us.
• You are responsible for maintaining a clear refund and return policy for your customers and for honouring refunds you approve, including arranging an alternative refund method where native refunds are not supported.

7. Fraud prevention and risk management

To protect customers, merchants and the integrity of our service, we operate fraud-prevention and risk-management controls. As part of these controls we may:

• Monitor, review, delay, hold or decline payments and refunds that appear suspicious, fraudulent or non-compliant.
• Request additional information to verify a transaction, a customer or a merchant.
• Take action where required to meet our legal, regulatory and anti-money-laundering obligations, including reporting where applicable.

Refund requests may also be reviewed to help prevent abuse, such as fraudulent refund claims.

8. Changes to this policy

We may update this Refund, Dispute & Chargeback Policy from time to time, for example to reflect new payment platforms or refund capabilities, or changes in law. When we do, we will update the "Last updated" date at the top of this page. Significant changes may also be communicated through our website, dashboard or by email. We recommend that you review this policy periodically.

9. Contact us

If you have questions about this policy, a refund, or a dispute, please contact us at [email protected].