Refund & Chargeback Policy

Chargebacks, Refunds and Cancellation Policy — WayToPay

WayToPay

Last updated: 06 August 2025

[email protected]

1. General Provisions

This policy governs the following:

• Refunds of funds;
• Cancellation of transactions;
• Filing and processing of complaints;
• Dispute resolution procedures.

The policy complies with the requirements of MiCA, PSD2, AML/CTF, and GDPR.

2. Principles

All transactions initiated by the Client are considered final.

Refunds or cancellations are only possible under specific conditions listed below.

WayToPay operates with transparency and in the best interests of its clients.

3. Refund Conditions

A refund may be issued if:

• An error occurred due to WayToPay's fault;
• The Client sent funds but the transaction was not completed;
• The Client cancels the request before execution;
• A double charge occurred;
• A formal complaint from the Client is confirmed in favor of the Client.

Refunds are issued to the original payment source (bank account or crypto wallet).

4. Refunds for Wallet Operations

Only possible in case of technical error on WayToPay's side.

Funds are returned in the same cryptocurrency to the same wallet address.

5. Non-Refundable Cases

Refunds will not be issued in the following cases:

• The transaction is already completed (assets sent);
• Incorrect address or blockchain network (cross-chain error);
• Loss of wallet access due to the Client's fault;
• Errors in transaction parameters (amount, currency, network);
• Violation of platform rules, including AML/CTF policies;
• Use of anonymous or unverified payment methods;
• Mismatch between Client name and payment method owner;
• No control over the submitted payment credentials.

6. Complaints and Dispute Resolution

Complaints must be submitted to: [email protected]

Response time: up to 14 calendar days

If the complaint is confirmed: refund within 5 business days

EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

7. Chargebacks

WayToPay only accepts cards with 3D-Secure authentication.

In case of a chargeback:

• The account may be temporarily suspended during investigation;
• The Client must provide proof of ownership of the payment method;
• Repeated or abusive chargebacks may lead to account termination.

8. WayToPay's Evidence in Disputes

For each dispute, WayToPay may provide:

• Confirmation of completed operations;
• Account statements (in/out);
• KYC profile of the Client;
• Communication logs and technical records;
• Refund confirmation (if applicable).

9. Other

All customer requests are logged by support staff.

This policy may be updated due to changes in legislation or internal procedures.

The current version is always available at: www.waytopay.io/refund-policy