Refund Policy

1. Who May Request a Refund

A Customer who made a payment to a Merchant through a payment method facilitated by Integralink may request a refund when permitted by the Merchant's refund or cancellation policy or when otherwise required by applicable law.

Refund requests relating to the Merchant's products, services, fulfillment, cancellation, pricing, or other aspects of the underlying purchase should first be submitted to the Merchant.

2. Circumstances That May Be Eligible for Refund

Subject to the Merchant's policy and applicable law, circumstances that may be considered for a refund may include:

• A cancelled order or service that is eligible for refund;
• Goods or services not delivered or provided as agreed;
• An incorrect or duplicate charge that has been verified;
• An overpayment or other verified payment discrepancy;
• A transaction that the Merchant has agreed to refund; or
• Other circumstances where a refund is required by applicable law.

The existence of any of the circumstances above does not automatically guarantee a refund. The Merchant remains responsible for determining eligibility for the underlying purchase, except where applicable law or a Payment Provider's rules require otherwise.

3. How to Request a Refund

Customers should contact the Merchant from whom the goods or services were purchased and provide sufficient information for the Merchant to identify the transaction. This may include the Customer's name, transaction or invoice reference, payment date, amount, and reason for the refund request.

The Merchant may request additional information reasonably necessary to review the request.

If the Merchant approves the refund and the applicable payment method supports refunds, the Merchant may initiate or request the refund through the available Integralink workflow or through another process made available for that Payment Provider.

4. Integralink's Role

Integralink may facilitate the technical submission, recording, status tracking, reconciliation, or other handling of an approved refund where such functionality is supported by the applicable Payment Provider.

Integralink does not independently determine whether a Customer is entitled to a refund for the Merchant's goods or services and does not guarantee that a Payment Provider, bank, card scheme, or payment network will approve or complete a refund.

If a refund function is not available through Integralink for a particular Payment Provider or payment method, the Merchant may be required to follow the refund process prescribed by that Payment Provider.

5. Refund Processing Time

Once an approved refund has been successfully submitted to the applicable Payment Provider, processing and crediting times may vary depending on the payment method, Payment Provider, acquiring institution, issuing bank, card network, payment network, banking days, and other operational factors.

Customers should not assume that an approved or submitted refund will be credited immediately. The final posting of refunded funds to the Customer's account is generally controlled by the applicable Payment Provider and financial institution.

Where available, the Merchant or Integralink support may assist in checking the recorded status of a refund, but any estimated completion time is not a guarantee.

6. Refund Amount and Fees

The amount eligible for refund is determined by the Merchant, subject to the original transaction, the Merchant's policy, applicable law, and Payment Provider rules.

Transaction, processing, service, or other fees may be non-refundable where permitted by applicable law and the applicable Merchant or Payment Provider terms. Any deductions or adjustments applicable to a refund should be disclosed or handled in accordance with the relevant terms and legal requirements.

7. Non-Refundable or Restricted Transactions

A refund may be declined, restricted, or unavailable where:

• The request does not meet the Merchant's refund or cancellation policy and no legal right to a refund applies;
• The Merchant cannot verify the original transaction or the request;
• The transaction has already been refunded, reversed, charged back, or otherwise adjusted;
• The applicable Payment Provider or payment method does not support the requested refund process;
• The request involves suspected fraud, abuse, unlawful activity, or a material security concern; or
• A restriction is required by applicable law, court order, Payment Provider rules, banking rules, or payment network requirements.

8. Duplicate, Failed, Pending, or Unrecognized Payments

Customers who believe they were charged more than once, charged an incorrect amount, or charged for a transaction that appears failed, expired, pending, or otherwise inconsistent should first contact the Merchant with the relevant transaction information.

The Merchant may use available Integralink transaction-status or reconciliation tools, where supported, to verify the payment with the applicable Payment Provider before determining whether a refund or other adjustment is appropriate.

A transaction shown as pending, failed, expired, or otherwise incomplete does not by itself establish that funds were successfully collected. Provider confirmation or reconciliation may be required.

9. Chargebacks and Payment Disputes

A chargeback or payment dispute initiated through a bank, card issuer, Payment Provider, or payment network is separate from a standard Merchant-approved refund and may be governed by different rules, evidence requirements, and timelines.

Customers and Merchants should follow the applicable provider or financial institution process for such disputes. Integralink may provide transaction records or technical assistance where appropriate and legally permitted.

10. Contact and Support

For questions concerning the Merchant's goods, services, cancellations, or refund eligibility, Customers should contact the Merchant directly.

For payment-related technical assistance concerning a transaction facilitated through Integralink, the Merchant or Customer may contact:

11. Changes to this Refund Policy

We may revise this Refund Policy from time to time to reflect changes in the Platform, Payment Provider requirements, applicable laws, or operational processes.

Updated versions will be posted through the Platform or website and will state their effective date.