REFUND POLICY

Effective Date: 07-05-2025

Last Updated: 01-07-2025

This Refund Policy (“Policy”) sets out the conditions under which Solarapay Inc. (“Solarapay”, “we”, “us”, or “our”), a Canadian-registered payment services provider, will issue refunds for transactions processed via www.solarapay.io. By using our services, you (“you” or “Customer”) agree to the terms of this Policy.

1. Scope & Application

This Refund & Cancellation Policy applies to:

  1. All payment services, currency conversion services, and transaction processing services provided by Solarapay through its website, mobile applications, APIs, and authorised agents.
  2. Transactions initiated by registered Solarapay users, whether for personal remittances, business payments, or merchant settlements.
  3. Both domestic and international transactions where Solarapay acts as the payment facilitator, correspondent, or intermediary.

Exclusions:

  • This Policy does not apply to any goods, digital products, or services purchased from third parties using Solarapay as a payment method. Refund requests for such purchases must be directed to the merchant or service provider.
  • This Policy does not govern chargeback processes initiated through your card issuer, bank, or payment provider, although we may assist in providing supporting documentation.
  • This Policy does not override any statutory consumer protection rights or financial services regulations applicable in your jurisdiction.

2. Finality of Transactions

  1. Once a transaction has been successfully processed and released to the beneficiary’s bank, payment service provider, or wallet, it is deemed final, irrevocable, and non-refundable except where:
  • Required by applicable law; or
  • A clear operational error attributable to Solarapay has occurred.
  1. Solarapay cannot reverse, recall, or amend payments after they have been executed, as funds are typically made available to the beneficiary immediately or within the settlement timeframe of the receiving institution.
  2. Customers are solely responsible for ensuring that:
  • All beneficiary details (name, account number, routing codes, etc.) are correct; and
  • The payment amount, currency, and purpose are accurate before confirming the transaction.
  1. Any errors resulting from incorrect information provided by the customer will not be eligible for a refund under this Policy.
  2. In cases where a beneficiary voluntarily returns funds, Solarapay may facilitate the return, subject to compliance checks, applicable fees, and third-party banking timelines.

3. Refund Eligibility Criteria

Refunds may be granted only in the following circumstances, and always at Solarapay’s sole discretion:

3.1 Duplicate or Erroneous Charges – If you are charged twice for the same transaction due to a system or processing error.

3.2 Technical Failures – If a transaction fails to complete because of a verified error on Solarapay’s end, preventing processing.

3.3 Unauthorized Transactions – If a transaction was initiated without your consent and you report it promptly with supporting evidence.

3.4 Cancellation Prior to Settlement – If you cancel a transaction in writing before settlement, and no funds have been disbursed.

Transactions stemming from incorrect inputs (e.g. wrong recipient account, currency, amount) provided by the Customer are not eligible for refunds.

4. Excluded Circumstances

Refunds will not be granted for:

  • Completed transactions carried out in accordance with Customer’s instructions.
  • Delays or errors caused by third-party payment networks, recipient institutions, or banks.
  • Currency conversion losses or fluctuations in exchange rates.
  • Non-refundable fees such as transaction fees, operational charges, or government-imposed levies.
  • Charges related to foreign exchange, KYC/AML screening, or compliance delays.
  • Any case where issuing a refund would conflict with Canadian or international financial regulations.

5. Refund Request Procedure

To request a refund:

  1. 1.Submit a written request via email to: info@solarapay.io within seven (7) calendar days of the transaction.
  2. 2.Include the following:
  • Your full legal name and contact details.
  • Transaction reference ID, date, and amount.
  • Detailed reason for the request.
  • Supporting documents (e.g., bank receipts, screenshots, account statements).
  1. 3.Refund requests will be acknowledged within two (2) business days.
  2. 4.Resolution will be provided within ten (10) business days, subject to verification and compliance review.

6. Refund Content & Timing

  • Approved refunds will generally be processed to the original payment instrument, unless legally or operationally infeasible.
  • Refunds will be issued in the original transaction currency, adjusted only as necessary to account for processing or currency fluctuations.
  • Refund processing may take 7–15 business days, based on partner settlement cycles and banking protocols.

7. Compliance, Verification & Documentation

Solarapay may require additional documentation to process refund requests, such as:

  • Identity verification (e.g. government-issued ID, proof of ownership of account).
  • Bank statements or blockchain transaction confirmations.
  • Any documentation required under the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA) or related AML/KYC regulations.

We reserve the right to decline requests that raise compliance concerns or that lack adequate evidence.

8. Chargebacks & Unauthorized Claims

Customers should first contact Solarapay support to resolve any billing concerns prior to initiating chargebacks through their bank or credit card issuer.

Initiating a chargeback without prior contact may result in:

  • Suspension of your account.
  • Investigation of unauthorized or fraudulent activity.
  • Possible ineligibility for future refund processing.
  • Recovery actions to reclaim costs associated with chargeback investigation.

9. Policy Modifications

Solarapay reserves the right to update or amend this Policy at any time in its sole discretion. Revised versions will be posted on the solarapay.io website and become effective immediately upon posting. Continued use of our services after updates constitutes acceptance of the revised policy.

10. Governing Law

This Policy and any disputes arising under it shall be governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein.

11. Contact Information

If you have any questions or would like assistance with the refund process, please contact:

  • Email: info@solarapay.io
  • Registered Office:#2494 Clearbrook Road, Street 102 PMB 10, Abbotsford BC V2T2Y2 Canada
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