Remitso Partnership & Refund Policy

• Processor Surcharge: Card payments are subject to a processing fee dictated by our payment gateway (currently approximately 6%, subject to change based on the provider's prevailing rates). This fee covers the cost of processing the card transaction and is added to your final invoice.
• Fees Are Non-Refundable: Because this surcharge is paid directly to the payment gateway at the time of the transaction, the card processing fee is non-refundable, even if a partial or full refund of the underlying invoice is subsequently granted.

• Why It's Non-Refundable: This deposit secures engineering resources exclusively for your project. Once technical work has commenced, the advance payment becomes non-refundable because it covers human labor, technical resources, and other project-related costs incurred on your behalf.

• Alignment with the SOW: Project completion is measured exclusively against the deliverables explicitly outlined in your signed Statement of Work (SOW) or Master Services Agreement (MSA).
• Adapting to Evolving Needs (Scope Creep): If your business needs evolve and you require new features, integrations, or changes that are not outlined in the original agreement, we are happy to scope them as a new, separate phase of work. However, completion of the original agreement—and any associated payments—will not be delayed, withheld, or refunded based on new, out-of-scope requests.
• Client and Third-Party Delays: Successful deployment is a collaborative effort. If a project is delayed because our team is waiting for necessary information, credentials, approvals, or other dependencies from your side, or because of delays from third-party vendors such as banking partners, API providers, or compliance networks, such delays do not constitute a failure to deliver on our part and are not eligible for a refund.

• Shared Alignment: By paying an invoice for services that have already been rendered, you acknowledge that the services have been provided in accordance with the agreed requirements.
• Completed Labor: Because these payments cover technical time and labor that have already been provided, payments for completed services are final and non-refundable.

• Cancellations: You must provide written notice to our billing department at least 30 days prior to your next scheduled billing date, subject to the 90-day billing cycle specified in your agreement.
• Platform Access: If you cancel your subscription with the required notice, you will retain access to the platform until the end of your current billing cycle. We do not provide prorated refunds for partial billing periods or unused technical support hours.

• Shared Understanding: While we make reasonable efforts to ensure smooth operations, these third-party systems are ultimately beyond our direct control. Remitso cannot be held responsible for disruptions, transaction delays, service interruptions, or downtime caused by third-party systems or providers.
• SLA Credits: We are unable to issue refunds, SLA credits, or accept payment disputes for service availability issues that result from third-party outages or failures.

• Billing Errors: If you are erroneously overcharged due to a system error on our end, we will review and correct the error promptly.
• Failure to Deliver Within Remitso's Control: If we completely fail to deliver the initial platform environment specified in your SOW, you may be entitled to a refund. Please note: This assessment applies solely to deliverables that are 100% within Remitso's direct control. Delays caused by third-party vendors, external API approvals, banking or compliance partners, or client-side delays will not be considered a failure to deliver on our part.

• Working Together: We ask that you contact our team to resolve billing issues before initiating a credit card chargeback. Chargebacks initiated without first providing Remitso an opportunity to resolve the matter may result in the suspension of platform access and support services.
• Service Pauses: In the event of an uncommunicated chargeback, we may temporarily pause platform access and IT support while the dispute remains active.
• Resolution Process: We maintain records of project work and service delivery, including signed agreements, support tickets, code commits, invoices, and other relevant documentation. If a chargeback is filed, we may provide this documentation to the relevant payment processor or financial institution to demonstrate that the contracted services were delivered.
• If a chargeback is determined to be invalid or relates to services that have already been delivered, the Client may remain responsible for the original invoice amount, applicable payment processor fees or penalties, and any non-refundable card processing fees.

Email: connect@remitso.com