Dispute Resolution Policy

Secure by Pay is an escrow platform designed to facilitate secure transactions between buyers and sellers. Where disagreements arise, Secure by Pay provides a structured dispute resolution process intended to fairly assess the available evidence before determining the outcome of the transaction

Secure by Pay supports two types of transactions:

A buyer or seller may initiate a dispute where there is a genuine disagreement relating to a transaction, including but not limited to:

• Product not delivered.
• Product materially different from the agreed description.
• Wrong product received.
• Damaged product received.
• Missing items.
• Seller alleges delivery but buyer disputes receipt.
• Buyer refuses to confirm delivery without reasonable justification.
• Payment release disagreement.

Secure by Pay may reject disputes that are frivolous, abusive, or unsupported by evidence.

Disputes must be submitted through the Secure by Pay Platform.

The party raising the dispute should provide all relevant information, including where applicable:

• A description of the issue.
• Photographs.
• Videos.
• Shipping records.
• Tracking information.
• Communications between buyer and seller.
• Receipts or invoices.
• Any other supporting evidence requested by Secure by Pay.

Failure to provide requested information may affect the outcome of the dispute

All disputes must be initiated within 5 hours of:

• The buyer confirming delivery using the Secure by Pay OTP; or
• The expected delivery date, where the buyer claims that the product was not delivered.

Once a dispute has been opened:

• The responding party will have 5 business days to submit a response and any supporting evidence requested by Secure by Pay.
• Secure by Pay will aim to complete its review and communicate a decision within 10 business days after receiving all necessary information. Complex cases may require additional time, and users will be notified if an extension is necessary.

If either party fails to respond within the specified timeframe, Secure by Pay may proceed with the available evidence and issue a decision accordingly

Upon receiving a dispute, Secure by Pay may:

• Review transaction records.
• Review payment records.
• Examine QA inspection records (where applicable).
• Review shipment information.
• Review OTP verification records.
• Request additional evidence from either party.
• Contact the buyer or seller for clarification.
• Consult logistics providers where relevant.

Secure by Pay will make reasonable efforts to conduct investigations fairly and impartially

The Secure by Pay One-Time Password (OTP) is a key security feature used to confirm delivery.

Where a buyer voluntarily provides or enters the OTP, Secure by Pay will generally treat this as confirmation that the buyer has received the product.

However, Secure by Pay reserves the right to investigate credible allegations of fraud, coercion, system error, or other exceptional circumstances.

For Escrow Only transactions:

• Secure by Pay does not verify the condition of products before shipment.
• Secure by Pay is not responsible for third-party shipping arrangements.
• Secure by Pay is not responsible for delays, loss, theft, or damage occurring during transportation by third-party couriers chosen by the buyer or seller.

Disputes will be determined using the available evidence submitted by the parties.

Where Secure by Pay has provided QA and Shipping services, additional evidence may include:

• QA inspection records.
• Inspection photographs.
• Inspection videos.
• Packaging records.
• Internal shipment documentation.

These records may be considered during dispute resolution.

Following its investigation, Secure by Pay may:

• Release escrow funds to the seller.
• Refund the transaction amount to the buyer's Secure by Pay Wallet.
• Partially release funds where appropriate.
• Request additional information before making a decision.
• Take other actions reasonably necessary to resolve the dispute.

Where a dispute is resolved in favor of the buyer, approved refunds will be credited only to the buyer's Secure by Pay Wallet.

Secure by Pay does not currently issue dispute-related refunds directly to bank accounts or payment cards.

Users must not misuse the dispute process.

Examples include:

• Submitting false claims.
• Altering evidence.
• Providing misleading information.
• Claiming non-delivery after successful delivery.
• Attempting to obtain both the product and the refund.
• Coordinating fraudulent disputes.

Secure by Pay may suspend or permanently terminate accounts involved in fraudulent activity and may report unlawful conduct to the appropriate authorities.

If either party fails to respond to reasonable requests for information within the timeframe communicated by Secure by Pay, we may proceed with the available evidence or close the dispute

Secure by Pay's decision will be based on the information available at the time of the investigation.

Unless otherwise required by applicable law, Secure by Pay's decision regarding the release or refund of escrow funds shall be final.

Secure by Pay acts as a neutral escrow service provider.

Except where Secure by Pay has provided QA and Shipping services, Secure by Pay does not guarantee:

• Product quality.
• Product authenticity.
• Product functionality.
• Shipping performance.
• Delivery by third-party logistics providers.

Participation in the dispute process does not make Secure by Pay a party to the underlying sale contract between the buyer and seller.

Secure by Pay may amend this Dispute Resolution Policy from time to time.

Material changes will be communicated through the Platform.

Continued use of Secure by Pay after such changes become effective constitutes acceptance of the revised Policy.

For questions regarding these Terms, please contact:

Secure by Pay