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PURSE MONEY PLATFORM LTD DISPUTE AND REFUND POLICY

Effective Date :10 August, 2024

Introduction

 At Purse Money Platform Ltd, we strive to provide excellent service to our clients while providing a seamless and transparent financial service experience. However, we understand that disputes and errors may occur during transactions. This Refund Policy outlines the guidelines and procedures customers should follow to report issues, how we will handle such disputes as well as conditions under which refunds may be approved and disbursed for the financial services we offer.  

 

This policy applies to all users of Purse Money Platform Ltd and is designed to protect both our customers and our platform. By using our services, you agree to the provisions outlined in this policy. Therefore, we advise that you please read this policy carefully before engaging in any transactions with us.

1.    Eligibility for Refunds

1.1 Service-Based Refunds:

Our refund policy applies to specific financial services offered by Purse Money Platform Ltd. Financial Services, subject to the terms and conditions agreed upon between the client and our company.
Refunds are generally applicable for services that were not satisfactorily delivered or if the client decides to cancel the service within a specified timeframe.

1.2 Non-Refundable Services:

Certain services such as currency exchanges once completed and confirmed, may not be eligible for a refund. These will be clearly communicated to the client prior to engaging in such services.
Transactions where the customer has provided incorrect information such as wrong beneficiary account details 
Any transaction that complies with our terms of service and has been executed properly

 

2.    Filing a Dispute / Requesting a Refund

If you believe there has been an error or issue with your transaction, you may file a dispute by contacting our customer service team within 7 days of the transaction date. To file a dispute, you will be required to provide details of the transaction and other relevant information such as 

·       Full name and account number 

·       Transaction ID and amount in dispute

·       Date and time of the transaction and 

·       A clear description of the issue or error

You may submit your dispute via email at support@purse.money

2.1 Notification:

To request a refund, clients must contact our customer support team or designated representative, providing detailed information about the service, reasons for the refund request, and any relevant supporting documentation.
Refund requests should be submitted within the specified timeframe(7days) outlined in this policy.
2.2 Assessment:

Once a refund request is received, our team will review the information provided to assess its validity and eligibility for a refund.
We may request additional information or clarification to facilitate the evaluation process.

 3.    Refund Policy

3.1 Eligibility for Refunds and Refund Decisions:

Refunds may be issued under the following circumstances:

1.   Unauthorized Transactions: where a customer demonstrates that a transaction was authorized or fraudulent.

2.   Processing Errors: if an error in our platform caused incorrect debits or credits to your account 

3.   Service failures: if a technical issue or service interruption on our platform directly resulted in a financial loss to you 

Refund decisions are made at our sole discretion, following investigations which typically take 10 business days but may take longer in complex cases based on the assessment of the refund request and compliance with the terms and conditions of the service.
We will notify the client of the refund decision, and the amount approved for refund, where applicable.

3.2 Refund Methods:

Approved refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed upon by both parties.
Refunds may be subject to deductions for any applicable fees or charges incurred during the refund process.

3.3 Refund Timeframe:

The time required to process a refund may vary depending on factors such as the payment method, financial institution processing times, and the complexity of the refund request which would typically take 10 business days and may take longer in complex situations. 
We will make reasonable efforts to process refunds promptly and keep the client informed about the status of their refund.

4.  Dispute Resolution and Customer Responsibilities 

It is the customer’s responsibility to provide accurate transaction details and verify all payment information before completing a transaction
Customer must promptly notify Purse Money Platform Ltd if they believe or reasonably suspect their account has been compromised or a transaction was unauthorized. 
Customers must adhere to the dispute filing timeframe of 7days post incident or transaction date.
If a client is dissatisfied with a refund decision, they may contact our customer support team to discuss the matter further.
We are committed to resolving any disputes or concerns in a fair and amicable manner.

5.    Modifications to this Refund Policy

We reserve the right to modify or update this Dispute and Refund Policy at any time, with or without prior notice.
Any changes to the Refund Policy will be effective upon posting the revised version on our website or through other appropriate communication channels.

6.    Contact Information

If you have any questions, concerns, or requests regarding our Refund Policy, please contact us at:

 support@purse.money

 By engaging in financial services with us, you acknowledge and agree to abide by the terms and conditions outlined in this Refund Policy.

 

7. Fraudulent or Abusive Disputes

We take fraudulent claims seriously. Therefore, if we determine that a dispute or refund request was filed under false pretences, we reserve the right to:

·       Deny the dispute and or refund

·       Suspend or disable the customer’s account and in addition to that

·       Report such fraudulent activity to the appropriate law enforcement authority and/or regulators.

By using our services, you acknowledge that you have read, understood and consented to this Dispute and Refund Policy 

 

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