Payment & Refund Policy

This Payment & Refund Policy (the "Policy") sets out the rules governing payments made to TRAPAY LTD ("TRAPAY", "we", "us", "our") for software, technical services, integrations, support, maintenance, and related services provided by TRAPAY.

This Policy applies to all clients, customers, business users, and counterparties making payments to TRAPAY.

By accessing an invoice, signing a service acceptance agreement, or making a payment to TRAPAY, You confirm that You have read, understood, and accepted this Policy together with any applicable agreement, invoice, order form, commercial proposal, or other terms communicated by TRAPAY.

TRAPAY provides payment software, technical integrations, routing and automation tools, analytics, fraud-prevention tooling, technical support, maintenance, and related technology services.

TRAPAY is not a bank, payment institution, acquiring bank, electronic money institution, or payment service provider, and does not itself process, settle, hold, or transfer end-customer funds on behalf of merchants.

Payments under this Policy relate exclusively to TRAPAY's own software, service, support, maintenance, integration, and related business offerings.

TRAPAY may accept payment using one or more of the following methods:

• Bank cards
• Open Banking
• SEPA bank transfer (invoice-based)
• Faster Payments in GBP (invoice-based)

The payment methods available for a specific transaction may vary depending on the invoice, service type, billing setup, currency, jurisdiction, technical setup, or internal compliance controls.

TRAPAY reserves the right to limit or change available payment methods at any time.

Payment is made through a dedicated invoice link or invoice payment page provided by TRAPAY.

To access payment information relating to an invoice, the client may be required to provide:

• the relevant invoice number; and
• the registered email address associated with the invoice.

The invoice number is communicated directly by the assigned TRAPAY manager or authorized representative.

TRAPAY may restrict access to invoice payment information where the invoice number, email address, or other identifying information does not match TRAPAY's records.

Unless otherwise expressly agreed by TRAPAY in writing, payment may be made only after the client has signed the relevant agreement or confirmation stating that the service is accepted.

By proceeding to payment, the client confirms that:

• the relevant service, scope, and commercial terms have been reviewed;
• the client has agreed to the applicable offer, invoice, or service documentation;
• the service is considered accepted for billing purposes upon execution of the relevant acceptance document or agreement.

Where TRAPAY requires signed service acceptance before billing, no payment should be made until that condition has been satisfied.

TRAPAY may, at its sole discretion, grant free test access for 7 days for evaluation, testing, or demonstration purposes.

Trial access:

• is provided solely for testing and evaluation;
• may be limited in scope, features, functionality, or duration;
• does not guarantee continued access or service activation after the trial period;
• may be suspended, restricted, or terminated by TRAPAY at any time.

No refund arises in relation to free trial access because no payment is required for the test period unless otherwise agreed.

Once the client has signed the relevant agreement or confirmation that the service is accepted, all payments become final and non-refundable, except where TRAPAY expressly approves a refund in writing.

This applies because TRAPAY provides software, technical infrastructure, technical integrations, maintenance, support, and related digital or technical services, which are considered accepted upon signing of the relevant acceptance document or agreement.

Accordingly, once service acceptance has been signed:

• the client is not entitled to a refund merely because the client later chooses not to use the service;
• the client is not entitled to a refund on the basis of non-use, reduced use, internal business changes, or change of commercial priorities;
• the client is not entitled to a refund because of dissatisfaction not amounting to a breach expressly recognized by TRAPAY in writing.

Refunds are available only in exceptional cases and solely at the discretion of TRAPAY management.

Any request for refund will be considered on a case-by-case basis, taking into account factors including:

• the nature of the service purchased;
• whether service acceptance has already been signed;
• the extent of technical work already performed;
• whether access, support, integration work, or maintenance has already commenced;
• the commercial and operational circumstances of the request;
• any legal, compliance, security, or fraud considerations.

TRAPAY is under no obligation to approve any refund unless such approval is expressly given in writing by an authorized representative of TRAPAY.

If TRAPAY approves a refund, the refund will be made using the same payment method that was originally used for the payment, where technically possible, operationally available, and legally permitted.

TRAPAY does not guarantee that a refund may be sent using a different route, account, instrument, or beneficiary.

If the original payment method is unavailable or unusable, TRAPAY may determine an alternative refund method at its sole discretion, subject to any verification, compliance, fraud prevention, or documentation requirements.

Where a refund is approved, the refund will generally be processed within 14 to 30 days.

Actual timing may depend on:

• the payment method originally used;
• the internal review required before release;
• bank processing timelines;
• card issuer or processor procedures;
• Open Banking provider handling;
• intermediary or banking partner procedures;
• fraud prevention, reconciliation, or compliance checks.

For card payments, the time required for funds to appear back on the client's statement or account depends on the relevant issuing bank or card provider.

For card payments, TRAPAY may apply technical and security controls designed to protect clients, payers, and TRAPAY against unauthorized or fraudulent activity.

These controls may include, where applicable:

• 3D Secure authentication;
• payer verification;
• transaction monitoring;
• fraud screening;
• anomaly detection;
• payment consistency checks;
• technical or manual review.

TRAPAY reserves the right to decline, restrict, or delay a card payment if:

• authentication fails;
• the transaction appears suspicious or inconsistent;
• security or fraud-prevention controls are triggered;
• the card issuer or payment provider declines the transaction;
• payer identity or authorization cannot be reasonably established.

Only the authorized cardholder may use a payment link and enter payment card details.

TRAPAY applies technical and organizational measures intended to protect invoice access, payment pages, and payment-related data within its operational scope.

Clients are responsible for ensuring that:

• invoice numbers are kept confidential;
• payment links are not shared with unauthorized persons;
• only the authorized payer accesses the payment page;
• card or banking details are entered only by the authorized payer;
• TRAPAY is promptly informed if invoice or payment information may have been compromised.

TRAPAY may suspend or restrict payment access if misuse, compromise, or suspicious behavior is detected.

Where payment is made through Open Banking, the payer may be redirected to their banking environment or an authorized provider interface in order to authenticate and approve the payment.

Open Banking payments may be subject to:

• bank-side security checks;
• authentication procedures;
• bank processing timelines;
• restrictions imposed by the relevant payment initiation or banking provider.

TRAPAY is not responsible for delays, refusals, failures, or limitations caused by the payer's bank or a third-party payment initiation provider.

For payments made via SEPA bank transfer or Faster Payments (GBP), the client must ensure that all payment instructions are followed correctly.

The client is responsible for:

• entering the correct payment reference or invoice number where required;
• using the correct beneficiary details;
• sending the correct amount in the correct currency where specified;
• ensuring that the payment is made from an authorized and appropriately controlled account.

Failure to include the correct payment reference, invoice number, or other required information may result in delayed reconciliation, failed matching, or payment confirmation delays.

TRAPAY reserves the right not to accept, credit, or confirm a payment where:

• the payment details are incomplete or incorrect;
• the invoice cannot be matched;
• the payer cannot be properly identified;
• the payment appears unauthorized, suspicious, fraudulent, or inconsistent;
• the bank, issuer, processor, or provider rejects, reverses, blocks, or returns the payment;
• the payment is made outside the permitted invoice conditions.

TRAPAY shall not be liable for any delay or loss caused by:

• incorrect payment instructions entered by the client;
• banking errors outside TRAPAY's control;
• issuer or provider refusal;
• intermediary deductions;
• delayed settlement by payment institutions or banking counterparties.

Unless expressly agreed otherwise:

• all bank fees, transfer fees, intermediary deductions, currency conversion costs, and external payment charges are the responsibility of the client;
• the invoice amount must be received in full;
• any shortfall caused by deductions or intermediary fees may remain payable by the client.

Where a payment is made in the wrong currency, with insufficient value, or through an unsupported route, TRAPAY may delay confirmation or request corrective action.

TRAPAY may request additional information, documentation, or clarification before accepting, reconciling, confirming, or refunding a payment.

This may include, without limitation:

• invoice verification details;
• payer identity details;
• proof of payment;
• source account confirmation;
• fraud-prevention information;
• clarification regarding mismatched payment references;
• documents required for compliance, reconciliation, or refund review.

Failure to provide requested information may result in:

• delayed payment confirmation;
• delayed or denied refund consideration;
• refusal to process the payment further;
• temporary suspension of related services.

In the case of card payments, the payer's issuing bank or payment provider may allow disputes, reversals, or chargebacks in accordance with its own rules, network rules, and applicable law.

Nothing in this Policy prevents TRAPAY from:

• contesting an improper or unfounded chargeback;
• retaining relevant records;
• providing evidence of service acceptance or contractual agreement;
• taking action to recover amounts wrongly reversed or disputed.

Where a client has signed a service acceptance agreement, that acceptance may be used as evidence in response to a dispute.

TRAPAY reserves the right, at its sole discretion, to refuse, restrict, suspend, or cancel access to a payment page or invoice payment method where:

• fraud risk is identified;
• security controls are triggered;
• invoice terms are not met;
• payment data is inconsistent;
• misuse is suspected;
• compliance review is required;
• technical or operational issues arise.

This right applies whether or not the payment has already been attempted.

Any exception, delay, or discretionary decision by TRAPAY in relation to payments or refunds shall not constitute a waiver of this Policy or any other rights of TRAPAY.

TRAPAY may amend, update, or revise this Policy from time to time.

The latest version will apply once published on the website, unless otherwise stated.

Clients are encouraged to review this page periodically.

If You have any questions regarding payments, invoices, or refund requests, please contact: