Customer Dispute & Refund Policy.

Flixsend Ltd (“Flixsend”, “we”, “our” or “us”) is committed to providing a transparent and reliable marketplace for buyers and vendors participating in supported digital-payment receiving transactions.

This Dispute and Refund Policy explains how transaction complaints, failed trades, payment disagreements, escrow disputes and eligible refund requests are handled.

Our objective is to resolve complaints fairly, protect legitimate users and prevent fraudulent claims.

This policy applies to disputes involving:

• Buyers.
• Vendors.
• Vendor prefunding.
• Escrow reservations.
• External payment confirmations.
• Transaction completion.
• Withdrawals.
• Incorrect transaction details.
• Failed or cancelled trades.
• Suspected fraud.
• Duplicate transactions.
• Reversed payments.

A. Buyers

Buyers are responsible for:

• Following the payment instructions provided for their active trade.
• Sending the agreed payment amount.
• Using an authorised payment account.
• Submitting genuine transaction evidence.
• Providing accurate transaction references.
• Reporting problems promptly.

B. Vendors

Vendors are responsible for:

• Maintaining sufficient available funds.
• Providing accurate receiving instructions.
• Monitoring their external receiving accounts.
• Confirming only payments actually received.
• Reporting suspicious or reversed payments.
• Cooperating with dispute investigations.

A user may open a dispute for reasons including:

1. Payment sent but not received by the vendor.
2. Vendor received payment but failed to confirm.
3. Vendor denies receiving a payment that appears to have settled.
4. Incorrect payment instructions were supplied.
5. Trade expired before completion.
6. Vendor failed to respond.
7. Suspected fraudulent payment evidence.
8. Unexpected transaction cancellation.
9. Escrow reservation or release errors.
10. Withdrawal delays or failures.
11. Suspected unauthorised account access.
12. Payment reversal or chargeback.

Users should open a dispute through the Flixsend platform using the relevant transaction.

A dispute submission should include:

• Trade reference.
• Description of the issue.
• Date and time of the transaction.
• Payment amount.
• Relevant transaction reference.
• Supporting evidence.
• Any relevant communication history.

Users should not submit passwords, PINs, authentication codes or other confidential payment credentials.

After receiving a dispute, Flixsend may follow these stages:

Stage 1: Acknowledgement

The complaint is recorded and assigned a reference number where applicable.

Stage 2: Evidence Collection

The parties may be asked to provide additional information or supporting documentation.

Stage 3: Transaction Review

Flixsend reviews relevant information, which may include:

• Trade records.
• Escrow reservation records.
• Payment evidence.
• Vendor confirmation.
• Relevant communication.
• Financial partner transaction records.

Stage 4: Verification

Where possible and authorised, Flixsend may seek independent confirmation of the external payment or settlement status.

Stage 5: Resolution

Depending on the findings, the transaction may be:

• Completed.
• Released to the buyer.
• Cancelled.
• Refunded.
• Reversed.
• Kept under temporary review.
• Referred to the relevant financial partner or authority.

Flixsend aims to:

• Acknowledge complaints within 1 business day.
• Begin reviewing straightforward complaints within 2 business days.
• Provide an update on ongoing investigations within 5 business days.
• Resolve straightforward cases within 7 business days where sufficient evidence is available.

Complex disputes, international payment investigations, external payment-network enquiries, bank investigations or regulatory restrictions may take longer.

Where resolution is delayed, affected users should receive an appropriate update where legally permitted.

These are service targets, not guarantees of a particular outcome or resolution date.

Where a valid dispute affects an active trade, Flixsend may request that the relevant financial partner maintain the reservation or apply an appropriate restriction.

Reserved funds should not be released or refunded solely because one party makes an unsupported allegation.

The final decision must consider the available evidence, applicable transaction rules and the financial partner’s authorised instructions.

Refunds may be considered in circumstances including:

• An eligible cancelled transaction.
• A confirmed duplicate payment.
• An erroneous platform debit.
• A failed transaction where funds were not properly applied.
• A verified case where the buyer is entitled to a refund.
• Other circumstances required by applicable law.

Refunds are subject to the transaction status, availability of funds, applicable financial partner procedures and legal requirements.

Refund Conditions

1. Refund requests must be associated with a valid transaction reference.
2. Flixsend may request supporting evidence.
3. Refunds will generally be returned through the original or another legally permitted and verified payment route.
4. Refunds will not be processed to unrelated or unverified accounts.
5. Applicable third-party payment or bank charges may affect the refundable amount where legally permitted and properly disclosed.
6. Refunds may be delayed where the underlying payment is under investigation.

Flixsend facilitates transactions involving independent third-party payment networks.

These networks may impose their own investigation, refund, reversal and chargeback procedures.

Flixsend cannot independently reverse a payment made through PayPal, Cash App, Zelle, Venmo or another external provider.

Users may need to contact the relevant provider regarding external payment disputes.

An external payment confirmation does not necessarily mean that the funds are immune from future reversal.

Users must not:

• Submit fabricated payment receipts.
• Falsely claim to have made a payment.
• Falsely deny receiving payment.
• Alter transaction screenshots.
• Collude with another party to obtain an improper refund.
• Manipulate transaction evidence.
• Abuse the dispute system to delay legitimate payments.

Flixsend may restrict accounts and take further action where fraudulent dispute activity is identified.

Where a withdrawal is delayed or unsuccessful, Flixsend may investigate with the relevant financial partner.

Possible outcomes include:

• Successful payout.
• Retry of a failed payout.
• Return of funds to the user’s available balance.
• Temporary restriction pending investigation.
• Additional verification.

A withdrawal should not be treated as successful solely because a payout request was submitted.

Where a previously confirmed external payment is subsequently reversed, recalled or identified as fraudulent, Flixsend may:

• Restrict affected balances.
• Suspend related transactions.
• Request additional evidence.
• Notify the financial partner.
• Recover funds where legally permitted.
• Restrict or suspend implicated accounts.
• Refer suspected criminal activity to competent authorities.

Any recovery from a user’s other balances or future transactions must be supported by the applicable contractual and legal authority.

A user who disagrees with a dispute decision may request a review by contacting Flixsend support.

Appeals should include:

• Original dispute reference.
• Reasons for disagreement.
• Additional evidence, if available.

Flixsend will review the appeal and communicate its decision or any further investigation requirements.

Users may pursue available remedies through relevant financial partners, regulators, consumer protection authorities or courts where applicable.

Nothing in this policy removes statutory consumer rights or prevents a user from exercising legal remedies.

Flixsend may update this policy to reflect operational, legal or regulatory changes.

Material changes will be communicated through appropriate platform channels.

For transaction complaints, dispute submissions, refund requests or appeals, contact Flixsend through the following official channels: