5. Refund terms
5.1. General terms
In order to request a refund, the Contracting Party’s customer must contact the Contracting Party’s directly, according to the contractual provisions established in the agreement signed between the said parties.
The information provided regarding purchase issues should be true and reliable. False and inaccurate information may invalidate refund eligibility. If the Contracting Party is not able to properly identify a customer
or transaction, then the refund can’t be processed.
It is the Contracting Party’s customer responsibility to maintain a record of all communications. This includes weblogs, emails, tracking numbers, delivery confirmation, proof of prior refunds, and replacement shipments.
When the buyer submits these files, they must be legible. If necessary, the Contracting Party’s customer should use bold text to identify pertinent information. FaceToPay advises providing clear and accurate evidence
to the Contracting Party. Any illegible text or data that is submitted will be considered incomplete and it will be unable to undergo review.
The Contracting Party’s customer shall be able to, in a timely manner, cooperate with the Contracting Party and FaceToPay.
FaceToPay may facilitate refunds on the Merchant’s behalf. The Merchant may decide to issue a partial or full refund amount of the initial purchase.
As soon as the Contracting Party initiates the refund, the proper amount will be sent through the FaceToPay platform.
The Contracting Party’s customer will provide the address to where the refund will be sent to. The Contracting Party’s customer has to be absolutely certain that its address was typed correctly. A single missed digit
could mean that the refund will be sent to another address. Since transactions cannot be reversed it’s crucial to double-check everything.
The refund process can only start after a detected payment transaction is confirmed.
FaceToPay will be responsible for executing any Refund derived from non-complete transactions, as described in the payment exceptions section below.
5.1.1 Terms of partner participation in FaceToPay investment marketing contracts.
a) The duration of the special investment contract is regulated by the period indicated on the standard investment tab: https://facetopay.com/invest, as well as on NFT-marketplace tab: https://facetopay.com/nft_market and corresponds to a period from 1 day to 150 days with a buyback option from 1 to 45 days, depending on the contract offer.
b) Clarification of the deposit program conditions regarding the investor's obligations when purchasing an investment contract for NFT-marketplace partners. The partner undertakes to have a completed investment circle under the standard contract offer before purchasing the rights to the contract for the NFT tokens resale. If the partner chooses the contract purchase direction for the resale of an NFT-token before the standard contract proposal is completed, the partner undertakes to activate standard contract offer during the active NFT-offer or upon its completion. Это правило не распространяется на дубликат депозита, открытый до покупки NFT-контракта. When creating a duplicate deposit during the NFT-contract operation or after its processing, the partner doesn't need to wait for the end of the active standard marketing proposal, and the profitability from NFT-resale is financially active for withdrawal to payment details or activation of funds in a staking account.
c) A partner can register multiple accounts from one device for their partners, friends or relatives, however, the FaceToPay financial transfer system doesn't allow multiple active accounts with identical payment details for one partner. FaceToPay never blocks accounts and doesn't restrict access to accounts, even if violations have been identified in them. We stand for a loyal resolution of conflict disputes when determining the presence of multi-accounts and always go to meet each partner on mutually beneficial terms. If several partners have identical payment information, we recommend changing the payment information for each ID by performing a duplicate operation that was performed when linking the payment information for the account (adding funds to account or funds withdrawal). After a duplicate operation partner should change own payments details in the FaceToPay system: https://facetopay.com/details.
d) The Financial Monitoring Department reserves the right to monthly monitor the partner's payment details to ensure the security of financial transactions. The finance department has the right to request a paid payment details binding during monthly monitoring of payment data and convert this payment to SFT-tokens for further involvement in the staking program with a regulated period of relevance.
5.2. Payment exceptions
5.2.1 Underpayment
Underpayment occurs when the Contracting Party’s customer sends less than the full amount required to mark the order as paid. Since the order is not fully paid or complete, the funds are not sent to the Contracting
Party. FaceToPay will send an email notification to the Contracting Party’s customer explaining the refund process and asking to provide the address to where FaceToPay can send the refund.
For 2 hours from the time the payment process is initiated, FaceToPay monitors the blockchain in an attempt to detect the transaction(s) and the following confirmation. Please bear in mind that, if you made more than one
transaction, the first transaction has to be detected within 1 hour.
All the transactions detected after the order expiration will be marked as “payment detected after order expiration”. Within 24 hours, all late detected and confirmed transactions will be refunded together; after this
period of time, all confirmed transactions will be refunded individually (initiated after the confirmation of each transaction).
Once the refund is completed, FaceToPay will send an email notification to the Contracting Party’s customer confirming the refund.
5.2.2. Overpayment
An overpayment occurs when the Contracting Party’s customer sends more than the full amount required to mark the order as paid. Once the payment is confirmed, the funds will be transferred to the Contracting Party.
In order to refund the exceeding amount, FaceToPay will send an email notification to the Contracting Party’s customer explaining the refund process and asking to provide the address to which FaceToPay can send the refund.
The refund will be automatically triggered by FaceToPay for the exceeding amount received.
Once the refund is completed, FaceToPay will send an email notification to the Contracting Party’s customer confirming the refund.
5.2.3. Payment detected after order expiration
Payment detected after order expiration occurs when the transaction is detected after 1 hour, or when it is detected within 1 hour but confirmed after 2 hours.
Within 24 hours, all late detected and confirmed transactions will be refunded together; after this period of time, all confirmed transactions will be refunded individually (initiated after the confirmation of each
transaction).
The refund will be automatically triggered by FaceToPay for the full amount received.
FaceToPay will send an email notification to the Contracting Party’s customer explaining the refund process and asking to provide the address to where FaceToPay can send the refund.
Once the refund is completed, FaceToPay will send an email notification to the Contracting Party’s customer confirming the refund.
5.2.4. Order cancellation
Order cancellation occurs when the Contracting Party’s customer cancels the order during the payment process.
Within 24 hours, all the detected and confirmed transactions will be refunded together; after this period of time, all confirmed transactions will be refunded individually (initiated after the confirmation of each transaction).
The refund will be automatically triggered by FaceToPay for the full amount received.
FaceToPay will send an email notification to the Contracting Party’s customer explaining the refund process and asking to provide the address to where FaceToPay can send the refund.
Once the refund is completed, FaceToPay will send an email notification to the Contracting Party’s customer confirming the refund.
5.3. Reimbursement requirements
FaceToPay is not responsible for the Contracting Party refund policies. We recommend the Contracting Party to provide a clear refund policy to their Contracting Party’s customers (i.e. exceptions, advice, and specific
terms).
Refunds take place within 6 months after the order expires.
Minimum refund amount corresponds to the minimum possible amount in fiat currency.
5.4. Recommended resolution
For complete payments, here are a couple of ways of resolving an issue:
a) Deciding on a friendly resolution. This is always the preferred option for both parties. The Contracting Party’s customer should resolve the problem directly with the Contracting Party in accordance with their return/refund policy. It is the Contracting Party’s responsibility to keep track of the Contracting Party’s established deadlines. The Contracting Party might require the Contracting Party’s customer to take certain actions. If the Contracting Party’s customer fails to meet merchant conditions, he or she may not receive the refund.
b) Opting for special refunds. The Contracting Party may opt to appeal for a different kind of refund such as a non-documented refund.
5.5. Refund Amount
If the Contracting Party and the Contracting Party’s customers reach an agreement on the refund, the Contracting Party will initiate the process and the Contracting Party’s customer will receive the agreed amount of
the payment. The transaction, mining, and network fees will be subtracted from the final amount. The refund amount is transferred in crypto and corresponds to the agreed amount in fiat, converted using the exchange
rate fixed at the time the Contracting Party’s customer provides the refund address.
The Contracting Party is liable for the amount FaceToPay will reimburse the Contracting Party’s customer. Please keep in mind that FaceToPay is not obliged to reimburse the fees or any other costs associated with the transaction.
Please note that for every payment exception mentioned in section 6.2., the total refund amount equals the exact amount received in cryptocurrency.
5.6. Failed payment
Failed payments occur when the payment transaction fails due to reasons other than the payment exceptions mentioned in section 6.2. This usually results from invalid or rejected transactions sent to the blockchain or due to fraud detection systems flagging the origin address. Other legal or technical matters can also be responsible for this.