The merchant is responsible for completing the refund process – filling out the request form, which can be downloaded here, and submitting it to SwiF via email at support@swifs.io

Please note that for all refund requests concerning card transactions, the merchant will be subjected to a 1.5% refund fee from the total amount requested.

Dispute Resolution Policy

As part of our commitment to excellence, we adhere to the following Dispute Resolution Policy Statement to ensure fair, efficient, and transparent resolution of any disputes that may arise during payment processing:

1. Syntrino Solutions requires all merchants and customers to promptly notify us of any dispute related to payment transactions processed through our payment gateway and acquiring services. Disputes should be communicated immediately to our merchant admin team at support@swifs.io
   
   
2. Upon receipt of a dispute notification, Syntrino Solutions will acknowledge the receipt within 2 business days, and our dedicated dispute resolution team will initiate an investigation promptly.
   
   
3. As part of the dispute resolution process, merchants and customers are responsible for providing all necessary documentation and evidence to support their dispute claims. This includes transaction receipts, order details, shipment tracking information, and any relevant correspondence.
   
   
4. Syntrino Solutions will act as an impartial mediator between the disputing parties to facilitate a resolution. We encourage both the merchant and the customer to engage in good-faith negotiation to reach a mutually agreeable outcome.
   
   
5. We are committed to resolving disputes in a timely manner. While each dispute may vary in complexity, our goal is to provide a resolution within 30 business days from the date of the dispute notification.
   
   
6. The final decision regarding the dispute resolution will be made by Syntrino Solutions, based on the evidence presented, relevant regulations, and industry best practices. Our decision will be communicated promptly and clearly to both parties.
   
   
7. If either party is dissatisfied with the provided resolution, they may submit an appeal to Syntrino Solutions. The appeal should include new evidence or compelling reasons for reconsideration. Our team will revaluate the dispute and communicate the final decision.
   
   
8. Syntrino Solutions places a high value on the confidentiality of dispute-related information. All documents, evidence, and communication records will be treated with the utmost confidentiality and accessible only to authorised personnel.
   
   
9. Syntrino Solutions is committed to complying with all relevant laws, regulations, and payment network rules during the dispute resolution process. Our procedures align with industry standards and best practices.
   
   
10. We actively seek feedback from our merchants, customers, and relevant payment networks to continuously improve our dispute resolution process. This feedback helps us identify areas for enhancement and optimise our services.
    
    
11. We expect both parties involved in a dispute to cooperate in good faith throughout the resolution process.   
                                                        
12. All communication related to the dispute should be directed to our email at support@swifs.io. This ensures efficient handling of disputes and maintains a clear record of all interactions.
    
    
13. Syntrino Solutions does not charge any additional fees to either party for the dispute resolution process. However, any applicable chargeback or dispute processing fees from payment networks will be passed on to the responsible party, as per the relevant terms and conditions.
    
    
14. Throughout the dispute resolution process, Syntrino Solutions will provide updates to both the merchant and the customer regarding the status and progress of the dispute. Notifications will be sent via the preferred communication method of each party.
    
    
15. In certain cases involving chargebacks or payment network rules, Syntrino Solutions may need to cooperate with relevant payment networks for resolution. Merchants and customers agree to comply with the requirements set forth by these networks.
    

At Syntrino Solutions, we uphold these Dispute Resolution Policy Statements with the utmost dedication to maintaining positive business relationships, upholding integrity, and providing outstanding customer service. We believe that these rules are fundamental to achieving our mission of empowering businesses with seamless payment experiences and outstanding support.

Subscription Refund Policy

Refunds are not applicable for any drop or withdrawal of application subsequent to signing up with SwiF or upon payment of the subscription fee.

All fees paid to SwiF are considered fully earned and are non-refundable under any circumstances.

Termination of Services Refund Policy

Each Party may terminate the Agreement at any time without assigning any reason or cause whatsoever by issuing to the other Party thirty (30) days written notice of its intention to terminate.

In specific instances, either party has the right to end the contract with immediate effect by sending a written notice to the other party if certain events happen or are likely to happen, such as:

• If one of the parties keeps breaching any provisions of the merchant’s agreement.
• If the other party goes insolvent or bankrupt.
• If a Force Majeure/unexpected event continues for more than 2 months e.g., natural disaster, war
• If the other party ceases to carry on business

For any further details please refer to your merchant’s agreement or contact us at support@swifs.io