Disputes, Refunds and Chargebacks Service Level Agreement

1. Customer Responsibility for End-Users

Customer is solely responsible for its relationship with its end-users (including, but not limited to, donors, members, payers or any of their end-users) (“End-User/s”), and for all dues, donations, or other obligations underlying each transaction. Crowded Technologies, Inc. (“Crowded”) is a technology provider only and does not control, validate, or verify any underlying transaction and/or charitable solicitation.

2. Refund and Cancellation Policy Requirements

Customer must maintain a clear, accessible refund and cancellation policy applicable to its End-Users. Customer must present this policy at or before the point of payment. Company may rely exclusively on such policy when responding to disputes, chargebacks, or inquiries. Customer bears full responsibility for the accuracy, legality, and presentation of its policy.

3. Documentation and Cooperation on Disputes

Upon receiving a dispute or reversal request, Company may require Customer to provide documentation including payment records, communication logs, authorization proofs, receipts, or any evidence Company deems necessary.

Customer must provide requested information within the timeframe specified, and in accordance with the Company’s guidelines. Failure to provide timely or sufficient evidence constitutes Customer’s acceptance of full liability for the dispute.

4. Dispute, Refund, Hold and Reversal Process

To protect against financial or regulatory exposure, Company may—in its sole discretion:

• place a hold on Customer’s account balance;

• delay, suspend, or limit payouts;

• require additional documentation or identity/business verification;

• offset any disputes, fees, penalties, or expected liabilities from Customer’s existing or future payouts and/or End-User’s accounts.

Holds may be maintained until disputes, regulatory matters, investigations, or risk concerns are fully resolved, to the Company’s sole discretion.

Customer expressly authorizes Company to debit any dispute amounts, chargeback fees, processing fees, penalties, and related costs from its current or future payouts.

6. Release or Withdrawal of Disputed Amounts

Funds subject to a hold remain inaccessible until the dispute is resolved.
If a dispute is resolved against Customer—or Customer fails to provide adequate evidence—Company may:

• permanently debit the dispute amount from Customer’s and/or End-User’s accounts;

• recover associated fees, fines, and penalties; and

• offset such amounts from future payouts.

Customer acknowledges that Company is often legally required to comply with its bank partner or network requirements and may have no discretion in these determinations.

7. Liability Allocation, Disclaimers and Waiver

7.1 Customer Liability

Customer bears all financial, legal, and operational responsibility for:

• refunds, cancellations, returns, and chargebacks;

• disputes arising from fraud, unauthorized transactions, delivery or performance issues, tax receipt issues, recurring-charge cancellation or similar; and

• all losses, costs, or liabilities connected to its End-Users.

Company does not adjudicate disputes between Customer and its End-Users.

7.2 No Company Liability

To the maximum extent permitted by law, Company is not liable for:

• any refund, reversal, chargeback, hold, reserve, or payout delay;

• any adjustment to Customer’s and/or End-User’s balance;

• any loss arising from Customer’s and/or End-User’s refund and cancellation policy or failure to provide required evidence;

• any regulatory, banking, or payment-network mandated action.

7.3 Waiver of Claims

Customer waives any claim against Company relating to:

• decisions made by banks, networks, or regulators;

• any action taken by Company to comply with financial or payments regulations;

• holds, debit actions, offsets, reserves, or payout suspensions;
  reliance on Customer’s refund and cancellation policy or customer-facing representations.

Customer agrees that Company shall not be liable for any direct, indirect, special, exemplary, or consequential damages of any kind.

8. Non-Profit and Charitable-Solicitation Clarification

If Customer is a non-profit or fundraising entity, Customer acknowledges that:

• Company does not act as a fundraiser, solicitor, or charity representative;

• Company does not verify the Customer’s tax-exempt status or charitable use of funds;

• All donor transparency, tax receipts, and legal compliance obligations rest solely with Customer.

This section does not grant non-profits any special rights or reduced liability; it is purely a clarification of responsibilities.