Refund Policy

1. Merchant Sales, Refund Discretion & Customer Requests

SentePro operates exclusively as an intermediary payment software platform and payment collection infrastructure provider. SentePro does not own, supply, store, control, or guarantee the goods or services offered and sold by merchants using the Platform.

• Merchant Authority: All refund requests, return policies, store credits, or purchase disputes regarding goods or services collected via SentePro are subject to the independent commercial policies of the respective merchant. The merchant retains sole legal discretion and financial responsibility for reviewing and issuing refunds to end-customers.
• Non-Intervention: SentePro does not issue direct refunds or partial credits to end-customers on behalf of a merchant under any circumstances. End-customers seeking a refund must direct their requests to the merchant from whom the purchase was made.
• Initiation Window: Where a merchant agrees to process or authorize a refund request through the SentePro platform, such refund requests must be formally initiated within 24 hours of the original transaction timestamp. Requests submitted beyond this 24-hour window may be subject to processing restrictions or manual settlement reviews.

2. Strictly Non-Refundable Platform & Gateway Fees

SentePro provides immediate technological services upon the successful authorization and routing of any payment transaction. Consequently:

• All platform usage fees, transactional service charges, software access fees, and administrative commissions deducted by SentePro during transaction processing are strictly non-refundable under all circumstances, including cases where a merchant subsequently refunds the end-customer in full.
• Any underlying third-party financial processing fees - including, but not limited to, credit/debit card scheme interchange fees, bank clearing charges, mobile money network operator transaction fees, and cross-border processing surcharges - are non-refundable once the transaction has been cleared by the respective network intermediary.

3. Dispute Liability, Chargebacks & Account Reversals

• Merchant Liability: In the event an end-customer initiates a formal chargeback, payment reversal, transaction dispute, or fraud claim through their card-issuing bank, mobile money network operator, or financial institution, the merchant assumes 100% financial liability for the full amount of the disputed transaction.
• Administrative Surcharges: The merchant is fully responsible for paying any operational penalties, bank chargeback assessment fees, arbitration costs, or administrative processing surcharges incurred by SentePro as a result of the dispute.
• Recoupment Mechanisms: SentePro reserves the right to immediately recover any disputed funds and associated assessment fees by:
  • Deducting the required sum from the merchant's active account balance or available settlement funds;
  • Offsetting the debt against future pending transaction settlements; or
  • Debiting the merchant's linked bank accounts or mobile money payout channels.
• Negative Balances: If a merchant's account balance is insufficient to cover a chargeback or dispute liability, the resulting negative balance constitutes an immediate payable debt to SentePro, which must be settled within five (5) business days.

4. Account Suspension, Compliance Breaches & Fee Retention

If a merchant account is restricted, frozen, suspended, or permanently terminated by SentePro due to:

• Violations of the SentePro Terms and Conditions;
• Engagement in illegal, unauthorized, or deceptive commercial activities;
• Suspicion of financial fraud, money laundering, or regulatory breaches; or
• Maintaining unacceptable chargeback and dispute ratios;

No accrued platform service fees, processing charges, or administrative balance adjustments will be refunded to the merchant. Furthermore, SentePro reserves the right to withhold pending settlement funds for a minimum of 180 days to cover potential historical chargeback obligations, financial penalties, or regulatory compliance reserves.

5. Statutory Compliance & Policy Modifications

• Policy Amendments: SentePro reserves the right to review, update, modify, or replace this Refund Policy at any time to reflect operational changes, financial network rules, or statutory legal requirements.
• Notice & Acceptance: Updated versions of this policy will take effect immediately upon being published on the SentePro website or administrative portal. Continued use of the SentePro platform, APIs, dashboard, or processing services following any policy modification constitutes explicit legal acceptance of the updated Refund Policy.