Refund & Dispute Policy

Refund & Dispute Policy

Effective Date: 18th January 2026

This Refund & Dispute Policy explains how refunds, chargebacks, and transaction disputes are handled on SureTrustPay (“we,” “our,” or “us”), accessible at https://suretrustpay.com.

By using SureTrustPay, you agree to this Policy in addition to our Privacy Policy and Terms & Conditions.

1. General Refund Policy

SureTrustPay operates as a payment facilitation platform and processes transactions through third-party payment processors. As such:

  • SureTrustPay does not automatically issue refunds for completed transactions.

  • Refund eligibility is determined by the merchant, service provider, or seller involved in the transaction.

  • Once a transaction is successfully completed, it is considered final, except where a refund is legally required or approved by the merchant.

2. Non-Refundable Transactions

The following transactions are generally non-refundable:

  • Successfully completed payments

  • Service fees, processing fees, and transaction charges

  • Digital goods or services already delivered

  • Transactions confirmed as authorized by the account holder

Refunds may still occur if required by law or regulatory directive.

3. Refund Requests

If a refund is permitted by the merchant:

  • Refund requests must be submitted within the timeframe specified by the merchant.

  • Users must provide relevant transaction details, including reference numbers and proof of payment.

  • Approved refunds will be processed through the original payment method.

Processing times depend on the third-party payment processor and financial institution involved.

4. Failed, Pending, or Reversed Transactions

  • Failed or reversed transactions will not be completed and may be automatically returned by the payment processor.

  • Pending transactions may take additional time to resolve due to verification, compliance checks, or processor delays.

  • SureTrustPay is not responsible for delays caused by banks or third-party processors.

5. Transaction Disputes

If you believe a transaction is unauthorized, incorrect, or fraudulent, you must notify SureTrustPay immediately.

Dispute Process:

  1. Contact SureTrustPay support at support@suretrustpay.com

  2. Provide transaction details and supporting evidence

  3. The dispute will be reviewed and forwarded to the relevant payment processor or merchant

SureTrustPay may temporarily restrict accounts during dispute investigations.

6. Chargebacks

  • Chargebacks are handled by the issuing bank or card network.

  • Excessive chargebacks may result in account suspension or termination.

  • Users are responsible for cooperating fully during chargeback investigations.

SureTrustPay reserves the right to recover chargeback fees or losses where applicable.

7. Fraud & Unauthorized Transactions

Users must promptly report suspected fraud or unauthorized activity.

Failure to report unauthorized transactions within a reasonable time may limit recovery options.

SureTrustPay may deny refund or dispute claims if evidence shows:

  • The transaction was authorized

  • User negligence contributed to the loss

  • False or misleading information was provided

8. Account Review & Compliance Holds

Refunds or withdrawals may be delayed or withheld due to:

  • KYC or identity verification issues

  • AML, fraud, or regulatory investigations

  • Court orders or legal obligations

Such holds are applied in compliance with applicable laws.

9. Limitation of Liability

SureTrustPay shall not be liable for:

  • Merchant refusal to issue refunds

  • Bank or processor delays

  • Losses arising from third-party actions

Refunds and disputes are subject to the rules of external payment networks and institutions.

10. Policy Updates

We may update this Refund & Dispute Policy at any time. Updates will be posted on this page with a revised effective date.

Continued use of SureTrustPay constitutes acceptance of the updated policy.

11. Contact Information

For refund or dispute-related inquiries, contact:

SureTrustPay
Website: https://suretrustpay.com
Email: support@suretrustpay.com