Refund & Dispute Policy
Last Updated: April 1, 2026
1. Purpose
This Refund & Dispute Policy explains how refunds, payment disputes, and chargebacks are handled for transactions processed through the TransactBridge platform.
TransactBridge provides payment infrastructure and related services to merchants. Merchants are responsible for their products, services, and customer support, while TransactBridge facilitates payment processing and dispute handling procedures where applicable.
This Policy applies to:
- Customers who make purchases through merchants using TransactBridge
- Merchants using the TransactBridge platform
- Payment transactions processed through TransactBridge services
2. Merchant Responsibility for Refunds
Merchants using TransactBridge are responsible for:
- setting their own refund and cancellation policies
- communicating those policies clearly to customers
- handling refund requests in accordance with applicable consumer protection laws
Customers should review the merchant’s refund policy before completing a purchase.
Refund eligibility, timelines, and conditions are determined by the merchant unless otherwise required by applicable law.
3. Refund Requests
Customers seeking a refund should first contact the merchant directly from whom the purchase was made.
Refund requests should include:
- order or transaction reference number
- purchase date
- product or service purchased
- reason for requesting the refund
The merchant will evaluate the request according to their refund policy and applicable legal obligations.
4. Processing of Approved Refunds
If a merchant approves a refund:
- the refund will generally be issued to the original payment method used for the transaction
- processing times may vary depending on the payment method and issuing financial institution
Typical refund processing times may range from 5 to 10 business days, although this may vary depending on banking or card network procedures.
5. Payment Disputes and Chargebacks
If a customer believes that a transaction was unauthorized, incorrect, or not fulfilled, they may initiate a dispute or chargeback through their card issuer or payment provider.
Common reasons for disputes may include:
- unauthorized transactions
- goods or services not received
- goods or services not as described
- duplicate or incorrect charges
Chargebacks are processed in accordance with the rules of applicable payment networks, such as Visa, Mastercard, American Express, or other payment schemes.
6. Merchant Responsibilities During Disputes
Merchants using TransactBridge must cooperate with dispute investigations and provide supporting documentation when requested.
Documentation may include:
- proof of delivery
- transaction records
- customer communications
- service fulfillment evidence
- refund policy disclosures
Failure to respond to dispute requests within required timeframes may result in the dispute being resolved in favor of the customer.
7. Chargeback Monitoring
TransactBridge monitors chargeback activity across its platform to maintain compliance with payment network requirements.
Excessive chargeback rates may result in:
- additional monitoring
- merchant account review
- transaction restrictions
- suspension or termination of services
These measures are necessary to maintain compliance with financial partners and payment networks.
8. Fraud and Unauthorized Transactions
If a transaction is suspected to be fraudulent or unauthorized, TransactBridge may:
- temporarily suspend the transaction
- initiate fraud review procedures
- request additional verification from the merchant or customer
- cooperate with financial institutions or law enforcement authorities
Fraud prevention measures are designed to protect both merchants and customers.
9. Refund Limitations
TransactBridge does not guarantee refunds for transactions unless required by applicable law or payment network rules.
Refund decisions are primarily determined by:
- the merchant’s refund policy
- payment network dispute rules
- applicable consumer protection laws
10. Dispute Resolution
If a customer cannot resolve a refund issue directly with the merchant, they may escalate the matter through their payment provider or card issuer in accordance with applicable payment network rules.
In certain cases, users may also contact TransactBridge support for assistance in reviewing transaction records.
11. Abuse and Fraudulent Disputes
Customers and merchants must not abuse dispute mechanisms.
Examples of abuse may include:
- filing fraudulent chargebacks
- disputing legitimate transactions
- misrepresenting transaction details
TransactBridge reserves the right to take appropriate action where abuse of refund or dispute processes is detected.
12. Policy Updates
TransactBridge may update this Refund & Dispute Policy from time to time to reflect:
- changes in payment network rules
- regulatory developments
- operational improvements
- updates to platform services
The latest version will be available on the TransactBridge website with an updated “Last Updated” date.
13. Contact Information
For inquiries regarding refunds or disputes, please contact:
Email: support@transactbridge.com
For compliance matters: