Refund & Chargeback Policy

Our commitment to fair resolutions and merchant protection.

1. General Refund Principles

HwebPay facilitates payments between merchants and their customers. As a payment processor, the actual contract of sale is between the merchant and the customer. However, we maintain strict guidelines to ensure fair treatment for all parties.

  • Merchants are required to have their own clearly defined refund policies.
  • Refunds are typically processed to the original payment method used.
  • Processing fees on the original transaction are non-refundable.

2. Chargeback Management

A chargeback occurs when a customer disputes a transaction directly with their bank. HwebPay takes chargebacks seriously and provides tools for merchants to fight fraudulent disputes.

Merchant Responsibility

Merchants must provide evidence (receipts, delivery notes, logs) within 48 hours of a dispute notification.

Platform Protection

We use 3D Secure 2.0 and AI monitoring to reduce the success rate of fraudulent chargebacks.

3. Dispute Resolution Process

If a customer is unable to reach a resolution with a merchant, they may contact HwebPay support at disputes@hwebpay.com. We will facilitate a fair review based on documented evidence.

Note: Excessive chargeback rates (typically above 1%) may result in temporary or permanent suspension of a merchant's account to protect the HwebPay ecosystem.