Refund and Transaction Reversal Policy

 

Last Updated: August 2026

SyrPayment is committed to providing secure and transparent payment services. This Refund and Transaction Reversal Policy explains when a payment may be refunded, reversed, corrected, or disputed when using SyrPayment.

This Policy forms part of the SyrPayment Terms and Conditions and applies subject to applicable laws, regulations, payment-network rules, banking requirements, and instructions issued by competent authorities in the Syrian Arab Republic. SyrPayment's payment-related activities are also subject to the applicable supervisory and regulatory framework of the Central Bank of Syria.

1. General Principle

A completed payment transaction is generally considered final once it has been successfully processed and transferred to the recipient, merchant, financial institution, or payment network.

A refund or reversal may nevertheless be available where:

• A transaction failed but the amount was deducted.
• The same transaction was charged more than once.
• An incorrect amount was charged because of a technical or processing error.
• A transaction was cancelled before final settlement where cancellation is technically possible.
• A merchant approves a refund.
• SyrPayment determines that a correction or reversal is required.
• A bank, payment processor, or payment network initiates or approves a reversal.
• A refund or reversal is required by applicable law or regulatory instruction.

2. Merchant Purchases

When you purchase goods or services from an independent merchant using SyrPayment, the merchant is primarily responsible for the goods or services and for deciding whether a commercial refund is due.

Requests relating to:

• Product returns.
• Product quality.
• Cancellation of an order.
• Failure to deliver goods.
• Failure to provide a service.
• Warranty claims.
• Incorrect goods or services.

should normally be submitted first to the merchant.

Once the merchant authorizes a refund through SyrPayment, we will process the refund according to the applicable payment method and payment-network procedures.

3. Failed Transactions

A transaction may appear unsuccessful even though an amount has temporarily been deducted or reserved.

Where SyrPayment confirms that:

• The transaction failed;
• The beneficiary did not receive the funds; and
• The amount was nevertheless deducted from the user's available balance,

SyrPayment will initiate an appropriate reversal or balance correction after completing the necessary reconciliation and verification.

The time required for the amount to become available may depend on the bank, payment processor, payment network, telecommunications provider, or other financial service involved.

4. Duplicate Transactions

If you are charged more than once for the same transaction because of a technical or processing error, please contact SyrPayment.

After verification, any confirmed duplicate charge may be reversed or refunded, subject to applicable payment-provider and settlement procedures.

5. Incorrect Transaction Amount

If a technical error caused an amount different from the amount authorized by you to be processed, please report the transaction immediately.

SyrPayment may investigate the transaction and, where the discrepancy is confirmed, make the appropriate correction or initiate a reversal.

This does not normally apply where the user personally entered or confirmed the incorrect amount.

6. Transfers to the Wrong Recipient

You are responsible for verifying the recipient information before approving a transfer.

If you voluntarily authorize a transaction to an incorrect recipient, SyrPayment cannot guarantee recovery of the funds after the transaction has been completed.

Where technically and legally possible, SyrPayment may assist in contacting the receiving institution or beneficiary and requesting the return of the funds.

Recovery remains subject to the recipient's cooperation, applicable law, and the rules of the receiving financial institution or payment network.

7. Unauthorized Transactions

If you believe a transaction was performed without your authorization, contact SyrPayment immediately.

We may:

• Temporarily secure or restrict the account.
• Request identity verification.
• Review account access and transaction records.
• Request supporting documents.
• Contact relevant banks, processors, merchants, or payment networks.
• Take appropriate corrective action where the claim is verified.

A refund is not automatically guaranteed simply because a transaction is disputed. Each case may require investigation.

8. Fraudulent Transactions

Transactions suspected of fraud, money laundering, account takeover, unauthorized use, or other unlawful activity may be suspended or investigated.

SyrPayment may delay a refund or reversal where necessary to comply with fraud-prevention, anti-money laundering, security, judicial, regulatory, or legal requirements.

9. Pending Transactions

A pending transaction has not necessarily been finally completed.

Funds associated with a pending transaction may be temporarily reserved until the transaction is completed, cancelled, expired, or reconciled.

A pending authorization is therefore not always considered a completed charge eligible for an immediate refund.

10. Refund Method

Where possible, refunds will normally be returned through the same payment method or account originally used for the transaction.

Depending on the transaction, a refund may be credited to:

• Your SyrPayment wallet.
• The original bank account.
• The original payment card or payment instrument.
• Another legally permitted payment destination where necessary.

SyrPayment may require verification before processing a refund to prevent fraud or unauthorized redirection of funds.

11. Processing Time

SyrPayment will process approved refunds and reversals as soon as reasonably practicable after completing the required verification and reconciliation.

The time at which funds become available to the user may depend on third parties, including:

• Banks.
• Card issuers.
• Payment networks.
• Payment processors.
• Settlement institutions.
• Telecommunications providers.

Accordingly, approval of a refund does not necessarily mean that the amount will appear immediately in the user's account.

12. Fees

Where a refund results from a confirmed SyrPayment processing error, applicable transaction fees may also be corrected where appropriate.

For merchant refunds, cancellation requests, foreign-exchange transactions, or third-party payment charges, certain fees may be non-refundable where they have already been incurred and where permitted by applicable law.

Any applicable non-refundable fee should be disclosed where reasonably possible.

13. Currency Conversion

Where the original transaction involved currency conversion, the amount returned may be affected by:

• The exchange rate applicable at the time of refund.
• Bank or payment-network conversion rules.
• Third-party charges.

As a result, the refunded amount in another currency may differ from the original converted amount.

14. Transactions Not Normally Eligible for Refund

Subject to applicable law, refunds may normally be refused where:

• The transaction was correctly authorized and completed.
• The user changed their mind after a valid transfer was completed.
• Incorrect recipient details were entered and confirmed by the user.
• The service or digital payment was already fully provided.
• The claim is fraudulent or contains misleading information.
• The user refuses to provide information reasonably necessary to investigate the claim.
• The refund is prohibited by law, court order, regulatory requirement, sanctions restrictions, or compliance obligations.

Nothing in this section removes any mandatory right provided under applicable law.

15. Information Required for a Refund Request

We may request:

• Account holder name.
• Registered phone number or email.
• Transaction number/reference.
• Transaction date.
• Amount and currency.
• Merchant or recipient name.
• Reason for the refund request.
• Supporting documents, screenshots, receipts, or correspondence.
• Identity verification where required.

Do not send your password, PIN, or OTP when submitting a refund request.

16. Investigation

SyrPayment may investigate a refund or dispute before making a decision.

The investigation may involve reviewing:

• Transaction records.
• Authentication records.
• Device and access information.
• Merchant records.
• Payment-network information.
• Bank or processor information.
• Supporting documentation supplied by the parties.

17. Refund Decision

Following review, SyrPayment may:

• Approve the refund.
• Partially approve the refund.
• Reverse or correct the transaction.
• Refer the request to the merchant or another payment provider.
• Request additional information.
• Decline the request and provide an appropriate explanation where permitted.

18. Chargebacks and Payment-Network Disputes

Where a transaction was funded through a bank card or other payment instrument subject to a formal dispute or chargeback mechanism, additional rules and procedures imposed by the relevant issuer, bank, processor, or payment network may apply.

SyrPayment may cooperate with such procedures but does not control the final decision of an independent issuing bank or payment network.

19. Account Closure

Closing your SyrPayment account does not cancel:

• Completed transactions.
• Outstanding disputes.
• Existing obligations.
• Regulatory investigations.
• Refunds already under review.

Eligible refunds may continue to be processed after account closure subject to identity verification and legal requirements.

20. Changes to this Policy

SyrPayment may update this Refund and Transaction Reversal Policy to reflect changes in its services, payment networks, laws, or regulatory requirements.

The latest version will be published on our website or application with the updated revision date.

21. Contact Us

To report an incorrect, failed, duplicate, or unauthorized transaction or request a refund:

SyrPayment
Email: support@syrpayment.com

Please include your transaction reference number whenever possible.