Refund & Chargeback Handling Policy

This Refund & Chargeback Handling Policy explains how Innvois Solutions Limited (“Innvois”, “we”, “us”, or “our”) manages subscription billing disputes and clarifies the separation between platform subscription payments and customer-to-merchant transactions.

This Policy must be read together with the Terms of Service, Acceptable Use Policy, and Subscription & Billing provisions.

1. Financial Flow Separation

Innvois operates strictly as a software infrastructure provider. Two distinct financial flows exist:

1.1 Merchant → Innvois

Subscription billing for access to the Platform.

1.2 Customer → Merchant

Payments processed through licensed third-party Payment Service Providers (“PSPs”).

These flows are separate and never co-mingled. Innvois does not hold or settle merchant customer funds.

2. Subscription Refunds (Merchant → Innvois)

2.1 General Policy

Subscription fees are billed in advance and are generally non-refundable, except where:

• Required by applicable law
• A duplicate charge occurred
• A verified platform billing error is confirmed
• A PSP processing error is confirmed
• Exceptional circumstances are approved at Innvois’ discretion

2.2 Non-Refundable Scenarios

Refunds will not be issued for:

• Unused subscription periods
• Downgrades mid-billing cycle
• Failure to cancel before renewal
• Merchant inactivity
• Feature misunderstanding or dissatisfaction

2.3 Refund Request Process

Merchants must submit a written request including:

• Billing reference
• Transaction identifier
• Supporting documentation

Approved refunds are processed via the original payment method where technically feasible.

3. Subscription Chargebacks (Merchant → Innvois)

If a Merchant initiates a chargeback for a subscription payment:

• Platform access may be immediately suspended
• Paid features may be restricted
• Written clarification may be requested

Access may be restored only after resolution of the chargeback. Repeated or abusive chargebacks may result in termination.

4. Customer Payment Disputes (Customer → Merchant)

Innvois does not control customer funds and does not act as a payment intermediary.

All customer payment disputes are handled directly between:

• The Merchant
• The Payment Service Provider (PSP)

Innvois does not:

• Reverse customer payments
• Force refunds
• Override PSP decisions

Innvois may provide transaction logs or invoice verification data to assist the Merchant in responding to disputes.

5. PSP Chargebacks

Where a customer initiates a chargeback through a PSP:

• The PSP notifies the Merchant
• The Merchant responds through the PSP dispute process
• The PSP determines the outcome

Innvois may assist by supplying:

• Invoice verification logs
• Payment confirmation timestamps
• System audit trails

The final chargeback decision rests exclusively with the PSP.

6. Fraud & Abuse Monitoring

Innvois monitors for:

• Artificial chargeback patterns
• Suspicious subscription reversals
• Payment system abuse

Where abuse is detected, Innvois may suspend or terminate accounts and notify relevant PSPs or authorities.

7. Platform Billing Errors

If a verified platform-side billing error occurs, Innvois may issue a corrective refund.

This does not apply to:

• PSP outages
• Bank reversals
• Merchant misconfiguration

8. VAT & Tax Considerations

Where refunds are issued, applicable VAT treatment may be adjusted in accordance with tax regulations.

Merchants remain solely responsible for accurate tax reporting.

9. No Custody Clarification

For clarity, Innvois:

• Does not hold customer funds
• Does not settle merchant payouts
• Does not override PSP rulings
• Does not function as a financial institution

Innvois provides payment verification and invoicing infrastructure only.

10. Policy Updates

This Policy may be updated to reflect regulatory changes, PSP rule updates, or operational improvements. Continued use of the Platform constitutes acceptance.