1. Complaints and Dispute Resolution
1.1. Any complaint relating in any way to the use of the App, or the Services should be addressed to our Customer Service team. Our aim will be to address your complaint as soon as practically possible and within a reasonable time frame. We will strive to achieve an amicable resolution where appropriate. In all cases we will endeavour to resolve the matter within 8 weeks from the point at which we have been supplied by you with all relevant information.
2. Chargebacks and Disputed Transactions
2.1. Your Liability; Payment Protection Policy.
The amount of a transaction may be charged back or reversed to your Payment Account (a "Chargeback") if the transaction (a) is disputed by the sender, (b) is reversed for any reason by the participating mobile money provider or financial institution, (c) was not authorized or we have any reason to believe that the transaction was not authorized, or (d) is allegedly unlawful, suspicious, or in violation of the terms of this Agreement (including any Policy). Under our Payment Protection Policy, we will not hold you liable for Chargebacks if you and the transactions meet all the requirements of the Policy. To qualify for coverage under the Policy, the following requirements apply:
· You must have a Core Synergies’ product Account.
· The transaction must be for the sale of Core Synergies. The Payment Protection Policy does not apply to transactions involving intangible goods, including services, digital content, or cash equivalents such as gift cards.
· You must provide all requested information within the time limit specified by the email sent by us, including without limitation valid proof of delivery.
· The transaction and your Payments Account do not violate the terms of this Agreement and policies, including our Acceptable Use Policy.
2.2. Collection Rights.
For any transaction that results in a Chargeback, we may withhold the Chargeback amount in a Reserve. We may deduct the amount of any Chargeback and any associated fees, fines, or penalties listed in our Fee Schedule (available upon request) or assessed by the respective mobile money provider or processing financial institutions from your Payment Account (including without limitation any Reserve), any proceeds due to you. If you have pending Chargebacks, we may limit withdrawals or outgoing payments made from your Payment Account. Further, if we reasonably believe that a Chargeback is likely with respect to any transaction submitted by or authorized by you or on your behalf, we may withhold from payments otherwise due to you under this Agreement until such time that: (a) a Chargeback is assessed due to a user's complaint, in which case we will retain the funds; (b) the period of time under applicable law or regulation by which the user may dispute that the transaction has expired; or (c) we determine that a Chargeback on the transaction will not occur. If we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demand. You agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of all account deficit balances unpaid by you.
2.3. Excessive Chargebacks.
If we determine that you are incurring an excessive amount of Chargebacks, we may establish controls or conditions governing your Payment Account, including without limitation, by (a) establishing new processing fees, (b) creating a Reserve in an amount reasonably determined by us to cover anticipated Chargebacks and related fees, (c) limiting withdrawal or sending privileges, and (d) terminating or suspending the Service.
2.4. Contesting Chargebacks.
You agree to assist us when requested, at your expense, to investigate any of your transactions processed through the Service. For Chargebacks associated with MM Accounts, we will work with you to contest the chargeback with the mobile money provider, should you choose to contest the Chargeback. We will request necessary information from you to contest the Chargeback. If the Chargeback is contested successfully, we will release the reserved funds to your Payments Account provide by Core Synergies. If a Chargeback dispute is not resolved in your favor by the mobile money provider, or you choose not to contest the Chargeback, we may recover the Chargeback amount and any associated fees as described in Section 7.2. You acknowledge that your failure to timely assist us in investigating a transaction, including without limitation providing necessary documentation within five (5) days of our request, may result in an irreversible Chargeback.
3. General.
When you use our services, you agree to cooperate with us to resolve complaints submitted through any Dispute Program we have in place. The program includes a complaint process, you will respond to our inquiries and deliver to us any information reasonably requested by us regarding any disputed transactions within five (5) business days of request.