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Refund Policy
Finholy LTD — Official Terms Governing Refund Eligibility and Procedures
1. Introduction

Finholy does not act as a financial institution, payment service provider, or custodian of funds.
About This Policy
This Refund Policy ("Policy") governs refund eligibility and procedures for services provided by Finholy LTD ("Finholy", "Company", "we", "us").
What Finholy Is
Finholy provides technology infrastructure services designed to connect fintech products, wallet providers, and e-commerce platforms with third-party financial systems and acquirers.
2. Nature of Services
Finholy delivers non-financial, technical services, including but not limited to:
Payment Orchestration
Payment orchestration infrastructure, API integrations, and routing systems.
Wallet Infrastructure
Wallet infrastructure and white-label solutions for fintech platforms.
Compliance Tooling
Compliance tooling integration including risk scoring and approval flows.
Cloud Infrastructure
Cloud-based infrastructure and system deployment services.
All services are intangible, digital, and technical in nature, and are typically delivered via API access, platform access, integration services, and ongoing infrastructure usage.
3. General Refund Principle
Due to the digital and infrastructure-based nature of the services, all fees paid to Finholy are generally:
Non-refundable once the service has been provisioned, activated, or accessed.
This includes, but is not limited to, the following categories of fees:
Setup & Onboarding
Fees charged for initial setup and client onboarding processes.
Integration & Development
Fees for technical integration and custom development work.
Monthly / Usage-Based
Recurring infrastructure fees and usage-based billing charges.
Licensing & White-Label
Platform licensing fees and white-label solution fees.
4. Non-Refundable Services — Fee Categories
The following fee types are explicitly designated as non-refundable under this Policy:
Setup & Onboarding Fees
  • Initial account and platform setup
  • Client onboarding and configuration
  • Technical scoping and project initiation
Integration & Development Fees
  • API integrations and technical onboarding
  • Custom configurations and builds
  • Infrastructure deployment work
Subscription & Usage Fees
  • Monthly platform access fees
  • Per-transaction routing and API call fees
  • Cloud infrastructure costs
Licensing Fees
  • White-label platform licensing
  • Software access and usage rights
  • Ongoing platform subscription charges
4. Non-Refundable Services — Detailed Breakdown
4.1 Integration & Setup
API integrations
Technical onboarding
Custom configurations
Infrastructure deployment
4.2 Subscription & Usage Fees
Monthly platform access fees
Usage-based fees (per transaction routing, API calls)
Cloud infrastructure costs
4.3 Third-Party Costs
Fees related to external providers are also non-refundable, including:
  • Acquirer fees and charges
  • Compliance tool provider costs
  • Hosting provider fees
  • Any pass-through costs incurred on behalf of the client

Third-party costs are outside Finholy's direct control and cannot be reversed once incurred.
5. Exceptional Refund Circumstances
Refunds may be considered only in limited and exceptional cases. The following scenarios may qualify for review:
1
5.1 Service Non-Delivery
If Finholy fails to deliver the agreed service, and no access was granted, and no infrastructure was deployed.
2
5.2 Material Service Failure
If a critical and verifiable system failure occurs that prevents use of the service entirely.
3
5.3 Duplicate Payments
Accidental duplicate charges may be refunded upon verification of the duplicate transaction.
5. Exceptional Refund Circumstances — Continued
For a Material Service Failure (Section 5.2) to qualify for refund consideration, all of the following conditions must be met:
Prevents Use Entirely
The failure must completely prevent the client from using the service — partial degradation does not qualify.
Solely Attributable to Finholy
The failure must be directly and solely caused by Finholy's systems — not third-party providers or client-side issues.
Not Resolved in Time
The issue must not be resolved within a reasonable remediation period as determined by Finholy.
6. Excluded Refund Scenarios
Refunds will not be provided in the following cases:
Client Dissatisfaction
Dissatisfaction unrelated to a verifiable technical failure.
Business Changes
Change of business model, strategy, or direction by the client.
Regulatory Issues
Regulatory or compliance issues affecting the client's operations.
License Failures
Failure to obtain required licenses or regulatory approvals.
6. Excluded Refund Scenarios — Continued
The following additional scenarios are also explicitly excluded from refund eligibility:
Client-Initiated Termination
Termination by the client after service activation does not entitle the client to a refund of fees already paid.
Third-Party Failures
Failures attributable to banks, acquirers, PSPs, or compliance providers are outside Finholy's scope and are not refundable.
Chargebacks Without Dispute Resolution
Chargebacks initiated without prior engagement in Finholy's dispute resolution process will not be honored as refund claims.
7. No Liability for Financial Transactions
Finholy Does Not:
  • Process or hold customer funds
  • Control payment outcomes
  • Guarantee transaction approvals or success rates
Therefore:
Finholy is not responsible for refunds related to financial transactions, payment disputes, or end-user claims. Such matters must be handled between the client, their payment service providers, and their end customers.

Do not submit refund requests to Finholy for transaction-level disputes — these must be resolved through your PSP or acquirer.
7. No Liability for Financial Transactions — Responsibility Chain
For financial transaction disputes, payment issues, and end-user claims, responsibility lies with the following parties — not Finholy:
1
The Client
The business entity that contracted Finholy's infrastructure services.
2
Payment Service Providers
The client's PSPs, acquirers, and banking partners who process actual transactions.
3
End Customers
The end users who initiated the financial transaction in question.

Finholy's role is limited to providing the technical infrastructure layer. All financial transaction disputes must be resolved within the above chain of responsibility.
8. Refund Request Procedure
To request a refund, clients must follow the formal procedure outlined below. Requests that do not comply with this procedure may not be considered.
8. Refund Request Procedure
All refund requests must be submitted formally and include complete supporting documentation to be considered for review.
How to Submit
  • Submit a written request to Finholy support or your account manager
  • Submit within 14 days of the incident (unless otherwise agreed in writing)
Required Documentation
  • Contract reference number
  • Description of the issue
  • Supporting evidence (logs, screenshots, correspondence)
9. Review & Decision
  • All requests are reviewed on a case-by-case basis
  • Finholy may request additional information during review
  • Final decision communicated within 10–20 business days

Incomplete submissions or those missing required documentation may result in delays or rejection of the request.
10–11. Refund Outcomes & Contractual Override
Possible Refund Decisions
Finholy reserves the right to determine the outcome of any refund request. Possible decisions include:
✓ Full Refund
Approved in full where all conditions are met.
◑ Partial Refund
Approved for a portion of the fees where partially justified.
✗ Rejected
Request denied where conditions are not met.
10. Refund Method
If a refund is approved:
  • Refunds will be issued using the original payment method where possible
  • Processing time: 5–15 business days depending on financial intermediaries
11. Contractual Override
This Policy applies as the default standard unless otherwise specified in a formal agreement. The following documents take precedence:
  • Master Service Agreement (MSA)
  • Service Order / Statement of Work (SOW)
  • Custom commercial agreements

In case of conflict between this Policy and a signed contract, the contract terms prevail.
12. Amendments
Finholy reserves the right to update this Policy at any time. Updated versions will be published on the Company website.
Right to Amend
Finholy may revise, update, or replace this Refund Policy at its sole discretion without prior notice to clients.
Publication of Updates
All updated versions of this Policy will be published on the official Finholy LTD company website and will take effect upon publication.
Client Responsibility
Clients are encouraged to review this Policy periodically to remain informed of any changes that may affect their service agreements.

For questions regarding this Refund Policy, please contact your Finholy account manager or reach out to the Finholy support team directly.
Finholy LTD — Technology Infrastructure for the Modern Fintech Ecosystem