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At DropChain Inc, we are committed to providing our customers with a fair and transparent refund and return process. This policy outlines the procedure for handling refund requests and the responsibilities of both the buyer and the merchant.
Refund Request Process:
(a) If a buyer is dissatisfied with a purchase made on the DropChain Marketplace, they may submit a refund request form, providing a detailed explanation of the issue and any supporting evidence.
(b) Upon receiving the refund request, DropChain Inc will notify the merchant and provide them with an opportunity to submit a refund rebuttal form, including any relevant information and documentation to support their position.
(c) DropChain Inc will review both the buyer's refund request and the merchant's rebuttal and make a determination based on the available evidence and the terms of the Merchant Agreement.
(d) If DropChain Inc finds the merchant in breach of any terms of the Merchant Agreement, the transaction amount may be refunded to the buyer, and the merchant may be subject to a chargeback fee.
(e) If DropChain Inc determines that the merchant is not in breach of the Merchant Agreement, the refund request will be denied, and the merchant may be eligible for fee coverage by DropChain Inc.
Remediation Process:
(a) In the event of a refund request, the transaction amount (USD) will be placed into remediation, pending the outcome of the refund request investigation.
(b) Funds in remediation will be withheld from the merchant until a final decision is made by DropChain Inc.
(c) If the refund request is approved, the funds in remediation will be returned to the buyer, and the merchant may be subject to a chargeback fee.
(d) If the refund request is denied, the funds in remediation will be released to the merchant, and DropChain Inc may provide fee coverage as appropriate.
Limitations and Exclusions:
(a) Refund requests must be submitted within a specific time frame, as determined by DropChain Inc and communicated to the buyer and merchant.
(b) Refunds will not be granted for issues that are beyond the control of the merchant, such as technical problems with the DropChain Marketplace, issues with third-party services, or force majeure events.
(c) DropChain Inc reserves the right to modify this refund and return policy at any time, with appropriate notice to buyers and merchants.
By participating in the DropChain Marketplace, both buyers and merchants agree to adhere to this refund and return policy, as well as the terms and conditions outlined in the DropChain Marketplace Merchant Agreement.
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