You can cancel your Social Pay Plan at any time within the first 3 days and receive a full refund. No questions asked!
If the first 3 days have ended and you feel you deserve a refund, click here to tell us why and we will review your request.
Refund Policy Details
Chargback Policy Details
Sometimes the customer isn’t always right but they are definitely concerned. At times, your client will query charges on their card as either fraud or unauthorized usage. This is due to your client’s card statement stating “SOCIAL PAY” instead of “YOUR BUSINESS”. In these instances, they will raise a concern to their bank in which Social Pay will be contacted. Most times, this is solved by Social Pay providing your clients with a receipt of purchase that helps remind the customer of the sale. We will call upon you (Merchant/Vendor) to assist us in these proceedings. However, if the client is stating that they never authorized such a charge, even after proof of purchase is provided, the amount of a transaction may be reversed or charged back to your Social Pay Account. Suspicious or Fraudulent transactions can be further disputed if you (Merchant/Vendor) can further prove the delivery of your goods to the client. As an added form of protection, we recommend acquiring a copy of your client’s identification and a picture of them holding their card with the last 4 digits showing. You agree to comply with the Chargeback process and to the liability associated with such Chargebacks. If we believe you might incur, or you are incurring, an excessive number of Chargebacks, you will be required to allow Social Pay to collect chargeback funds from you (Merchant/Vendor).
For any transaction that results in a Chargeback, we will withhold the Chargeback amount in a Pooled Account. You grant us Recovery Authorizations concerning Chargebacks pursuant to which we may recover the amount of any Chargeback and any associated Fees and/or fines including those assessed by our bank (Republic Bank LTD) or our processor (First Atlantic Commerce). If you have pending Chargebacks, we will delay payouts from your Social Pay Account. Further, if we reasonably believe that a Chargeback is likely with respect to any transaction, we may withhold the amount of the potential Chargeback from payments otherwise due to you until such time that (a) a Chargeback is assessed due to a customer complaint, in which case we will retain the funds, (b) the period of time under applicable law or regulation by which your customer may dispute that the transaction has expired, or (c) we determine that a Chargeback on the transaction will not occur. If we are unable to recover funds related to a Chargeback for which you are liable, you agree to pay us the full amount of the Chargeback immediately upon demand. You agree to pay all costs and expenses, including attorneys’ fees and other legal expenses, incurred by us for the collection of all amounts unpaid by you.
You have the sole responsibility and liability (financial and otherwise) for chargebacks associated with the transactions that we submit for processing and for all costs and fees arising in connection with the chargeback.
You may provide for us to withhold amounts for chargeback reserves or similar purposes.
You expressly acknowledge and agree that:
You will assist us when requested, at your expense, to investigate any of your transactions processed through the Card Payment Services. To that end, you permit us to share information about a Chargeback with the customer, the customer’s financial institution, and your financial institution in order to investigate and/or mediate a Chargeback. We will request necessary information from you to contest the Chargeback. We may also use any content you upload through the services to respond to Chargebacks on your behalf. If a Chargeback dispute is not resolved in your favour by the Network or issuing bank or you choose not to contest the Chargeback, we may recover the Chargeback amount and any associated fees as described in these terms from you (Merchant/Vendor). You acknowledge that your failure to assist us in a timely manner when investigating a transaction, including providing necessary documentation within a reasonable time (no more than three (3) days), of our request, may result in an irreversible Chargeback. We reserve the right, upon notice to you, to charge a fee for mediating and/or investigating Chargeback disputes.
All cardholder disputes or other disputes concerning a transaction or this Agreement shall be handled between us and you without recourse to the Bank. However, in no circumstance can you require a cardholder to waive a right to dispute a transaction.