Refund Policy

Effective date: April 9, 2026 — Last updated: April 9, 2026

1. Overview

Pay Oren is a payment facilitation platform. We process payments on behalf of merchants ("Merchants") using Stripe Connect. Because the payment relationship is between Pay Oren and Stripe — not between Stripe and the individual Merchant — all refunds are issued by us on the Merchant's behalf.

This policy explains how refunds are requested, processed, and what fees apply. It governs both Merchants registered on the platform and, where applicable, the end customers ("Customers") who purchase from those Merchants.

2. Merchant Refund Responsibilities

Each Merchant is solely responsible for defining and honouring their own refund and return policy toward their Customers. Pay Oren does not adjudicate disputes between Merchants and their Customers, and we are not a party to those transactions.

Merchants must publish a clear refund and returns policy accessible to Customers before checkout, in compliance with applicable consumer protection laws and Stripe's Connected Account Agreement.

3. How to Request a Refund

To request that a refund be issued for a completed transaction, the Merchant should contact us at [email protected] with the following details:

• The order ID or Stripe Payment Intent / Checkout Session ID
• The refund amount (full or partial)
• The reason for the refund

We aim to process all refund requests within 2 business days of receiving a complete request. Once processed, funds typically appear back on the Customer's original payment method within 5–10 business days, depending on their card issuer.

4. Platform Fee on Refunds

For full refunds, the platform fee charged on the original transaction will also be refunded in full.

For partial refunds, the platform fee is refunded on a pro-rata basis, proportional to the refunded amount.

Please note that Stripe's own payment processing fees are not refunded by Stripe when a refund is issued. This is governed by Stripe's fee policy and is outside our control.

5. Chargebacks

A chargeback is a forced reversal initiated by a Customer's card issuer — it is distinct from a voluntary refund. Merchants are solely responsible for managing and resolving chargebacks relating to their transactions. Stripe will deduct the disputed amount plus any chargeback fees directly from the Merchant's connected Stripe account balance.

Pay Oren is not liable for chargeback losses or Stripe-imposed chargeback penalties. In the event of suspected fraud, we reserve the right to suspend processing for an account pending investigation.

6. Non-Refundable Situations

We are unable to process refunds in the following circumstances:

• The Merchant's account has been suspended or terminated due to a breach of our Terms of Service.
• The transaction was flagged as fraudulent and is under active investigation.
• The refund request is made more than 180 days after the original transaction date (Stripe's maximum refund window).

7. Contact

For all refund requests or questions about this policy, please contact us at:

Osmosia Venture LLC
P.O. Box 571, Nassau, DE 19969, United States
[email protected]