REFUND POLICY

February 2, 2026

1. INTRODUCTION

This Refund aPolicy outlines the terms under which refunds are processed for DubaPays payment processing services.

This policy applies to both Merchants using our Services and end-user Customers making payments through our platform.

2. SERVICE FEES - MERCHANT REFUNDS

2.1 Non-Refundable Service Fees

The following fees are non-refundable:

• Transaction processing fees
• Setup or onboarding fees
• Custom integration development fees
• Chargeback fees
• Currency conversion fees
• Payment gateway fees

2.2 Refundable Circumstances

Service fees may be refunded only in the following situations:

Technical Errors:

• Duplicate charges due to system error
• Incorrect fee calculation by our platform
• Service failure resulting in non-processing of legitimate transactions

Billing Errors:

• Unauthorized charges to your account
• Charges after account cancellation (within cancellation terms)

Service Credits:

• At our discretion for service quality issues

2.3 Refund Request Process

To request a refund:

1. Contact us within 30 days of the charge
2. Provide transaction details and reason for refund request
3. Include supporting documentation
4. Allow 5-10 business days for review

Contact: order@dubapays.com

3. CUSTOMER TRANSACTION REFUNDS

3.1 Merchant Responsibility

Important: Individual transaction refund policies are set by each Merchant. DubaPays processes refunds on behalf of Merchants but does not control Merchant refund policies.

Customers should review the Merchant's specific refund policy before making a purchase.

3.2 How Customer Refunds Work

Full Refunds:

• Processed to the original payment method
• Typically appear within 5-10 business days
• Subject to Merchant approval

Partial Refunds:

• Available at Merchant discretion
• Processed to original payment method

Refund Timeline:

• Merchant initiates refund in our system
• We process the refund within 1-2 business days
• Bank/card issuer posts refund within 5-10 business days
• International cards may take up to 15 business days

3.3 Currency Considerations

• Refunds are processed in the original transaction currency
• Exchange rates may differ from the original transaction date
• You may receive a different amount in your local currency
• DubaPays is not responsible for exchange rate fluctuations

4. SPECIAL CIRCUMSTANCES

4.1 Fraudulent Transactions

If a transaction is determined to be fraudulent:

• Automatic refund to the payment source
• No fees charged to legitimate cardholder
• Merchant account may be suspended pending investigation

4.2 Duplicate Transactions

If accidentally charged multiple times:

• Contact us immediately
• Provide transaction details
• Duplicates will be refunded within 5 business days

4.3 Service Failure

If our service failure prevents transaction processing:

• No transaction fees charged
• Service credits may be issued
• Extended downtime may result in pro-rated refunds

5. CONTACT INFORMATION

For all refund and cancellation inquiries:

DubaPays
Unit No: BA2337
DMCC Business Centre
Level No 1
Jewellery & Gemplex 3
Dubai, United Arab Emirates

Email: order@dubapays.com

Include in your inquiry:

• Account email or Customer ID
• Transaction ID (if applicable)
• Date of transaction
• Amount in question
• Detailed description of issue
• Supporting documentation

Response Time: We aim to respond within 2 business days

6. UPDATES TO THIS POLICY

We reserve the right to modify this policy. Changes will be effective immediately upon posting. Continued use of Services constitutes acceptance of updated terms.

7. ACKNOWLEDGMENT

By using DubaPays Services, you acknowledge understanding and acceptance of this Refund and Cancellation Policy.