Effective Date: 1st March, 2025

INTRODUCTION

This Refund Policy (“Policy”) sets forth the terms and conditions governing refund requests related to the payment facilitation services provided by Low Gravity (“Company,” “we,” “us,” or “our”). Low Gravity does not sell goods or services but acts as a financial intermediary, enabling businesses (“Client,” “you,” or “your”) to execute seamless payments to their partners, suppliers, or vendors in key markets. By engaging Low Gravity’s services, you acknowledge and agree to be bound by this Policy.

GENERAL REFUND ELIGIBILITY

Refunds shall be issued solely at Low Gravity’s absolute discretion and only under the conditions expressly set forth herein. A refund request may be considered only if:
(a) The transaction has not yet been processed, completed, or settled with the designated recipient (“Recipient”); or
(b) A processing error has occurred due to Low Gravity’s direct fault, such as an incorrect transfer that did not reach the intended Recipient.

Once a transaction has been successfully executed per the Client’s request, meaning the payment has been processed, received, and confirmed by both the Client and the Recipient, Low Gravity shall bear no further responsibility for the funds. Under no circumstances shall a refund be issued for a correctly executed transaction.

REFUND REQUEST PROCEDURE

Submission of a Refund Request

To be considered for a refund, the Client must submit a formal written request via email to [email protected] using the subject line: "Refund Request - [Transaction ID]". The request must include the following mandatory information:

(a) Proof of transaction, including relevant payment details;

(b) A detailed explanation of the reason for the refund request; and

(c) Any supporting documentation substantiating the claim.

Review and Verification Process

Upon receipt of a refund request, Low Gravity shall review the claim within 10 business days. Additional information may be requested to verify the claim’s validity. If a refund is deemed ineligible under this Policy, the Client shall be notified accordingly.

NON-REFUNDABLE PRODUCTS AND SERVICES

No refunds shall be issued under the following circumstances:

(a) The transaction has been successfully completed and confirmed by both the Client and the Recipient;

(b) The Client provided incorrect or incomplete payment details, resulting in an unintended transfer;

(c) The Client disputes the goods or services received from the Recipient, as Low Gravity is not a party to the agreement between the Client and the Recipient;

(d) Any payment designated as “non-refundable” at the time of the transaction; and

(e) Any refund request that conflicts with applicable financial regulations or anti-money laundering policies.

PARTIAL REFUNDS

In exceptional cases, Low Gravity may, at its sole discretion, offer a partial refund where only a portion of the transaction can be reversed. Any determination regarding partial refunds shall be made solely by Low Gravity and shall be final and binding.

PROCESSING OF APPROVED REFUNDS

Method of Refund

Approved refunds shall be processed via the original payment method unless an alternative arrangement is agreed upon in writing.

Refund Processing Time

Refunds shall be processed within 10 business days from the date of approval. However, delays caused by banking institutions, payment processors, or financial intermediaries shall be outside Low Gravity’s control, and the Company shall bear no liability for such delays.

Deductions and Fees

Refunded amounts may be subject to deductions, including but not limited to:
(a) Transaction fees, processing fees, or administrative costs incurred during the original transfer;
(b) Any applicable non-refundable charges disclosed at the time of payment initiation; and
(c) Fees imposed by banks, payment processors, or financial institutions.

CHARGEBACKS AND PAYMENT DISPUTES

The Client agrees that initiating a chargeback or payment dispute with a financial institution or payment provider without first attempting to resolve the matter with Low Gravity constitutes a material breach of this Policy. In cases where a chargeback is initiated without merit, Low Gravity reserves the right to:

(a) Contest the chargeback with supporting evidence;

(b) Suspend or terminate the Client’s access to Low Gravity’s services; and

(c) Pursue legal action or recover costs associated with the dispute

LIMITATION OF LIABILITY

Low Gravity facilitates transactions at the explicit request of the Client, ensuring seamless payments to partners in key markets. Once a transaction has been successfully executed and confirmed by the Client and the Recipient, Low Gravity disclaims any further responsibility or liability concerning the transferred funds. Any disputes regarding goods or services provided by the Recipient must be resolved directly between the Client and the Recipient.

MODIFICATIONS TO THIS POLICY

Low Gravity reserves the absolute right to modify, amend, or update this Policy at any time without prior notice. Any modifications shall become effective immediately upon publication on the Company’s official website. Continued use of Low Gravity’s services following such modifications shall constitute acceptance of the revised terms.

CONTACT INFORMATION

For any inquiries regarding this Refund Policy, Clients may contact Low Gravity at [email protected]