Refunds for payments processed through the Payment Gateway are generally not permissible except under specific circumstances:

• Technical errors leading to excessive or repeated debits from a customer's account during a single transaction.
• Refund eligibility for customers, with the deduction of the Payment Gateway fee.
• Technical faults causing an unauthorized charge to the customer's card or bank account, even without registration.

Refund requests should include the transaction number if an original payment receipt was generated during the transaction process. Upon receiving the request, Genpro Fintech will issue an electronic check for the refunded amount. Processing times may vary, taking 5-7 days depending on the restrictions of the customer's bank.

To address payment issues, Genpro Fintech will reach out to users or customers with outstanding payments. In cases of disputes between payees and payers, Genpro Fintech will credit the account of the contesting payer. The account of the disputing recipient cannot be subject to a dispute involving a direct credit or debit, and Genpro Fintech will manage the funds according to the settlement agreement between the payor and the recipient. Refunds will be processed as per the agreement in the event of a chargeback.

Chargebacks

Notification will be provided if a Facility Provider submits a Chargeback Request to Genpro Fintech. You are accountable for Chargebacks under the General Terms of Use or any Specific Terms of Use.

Upon receipt of a Chargeback Request, Genpro Fintech will promptly deduct the Chargeback Amount from Transaction Amounts, subject to funds availability. This deduction serves either to process the Chargeback in favor of the customer or credit you. Genpro Fintech may initiate the Chargeback Amount deduction upon receiving a Chargeback claim.

You have the option to provide Genpro Fintech with relevant documents and information ("Chargeback Documents") pertaining to the Transaction associated with the Chargeback Request. These documents verify the completion of the transaction and/or the customer's receipt of goods/services.

If you cannot furnish Chargeback Documents or if the Facility Provider is dissatisfied with the provided documents, Genpro Fintech may be instructed to reverse the debit of the Chargeback Amount, crediting it to the customer's Payment Instrument.

You acknowledge that Genpro Fintech is entitled to recover the Chargeback Amount by deducting it from (i) the Transaction Amounts to be settled to you and (ii) any other funds held by Genpro Fintech during the provision of services. If the Transaction Amounts or other funds are insufficient, Genpro Fintech may issue a debit note for the recovery of the Chargeback Amount, and you must repay it within 7 (seven) days of receiving the debit note.