Refund / Dispute Resolution Policy

PayLift Finance Limited Company Number: BC1500402 Email: [email protected]

Effective Date: 17.10.2025

1. Introduction

PayLift Finance Limited (“PayLift,” “we,” “our,” or “us”) is committed to providing transparent, fair, and timely resolution of disputes and refund requests in compliance with Canadian laws and FINTRAC regulations. This Policy sets out the procedures and conditions for requesting refunds and resolving disputes arising from the use of our financial services.

2. Scope

This Policy applies to all clients, customers, and users (“you” or “clients”) who use PayLift’s services within Canada. It covers:

• Refunds of fees or transactions.
• Resolution of disputes regarding transactions, account balances, or service delivery.

3. Refund Policy

3.1 Eligibility for Refunds

A refund may be requested under the following circumstances:

1. Duplicate or incorrect transactions processed by PayLift.
2. Unauthorized transactions confirmed to be caused by PayLift system error.
3. Service not provided in accordance with the terms agreed upon.

Refunds are not provided for:

• Transactions completed in accordance with client instructions.
• Currency fluctuations or conversion losses.
• Fees legitimately incurred and disclosed to the client.

3.2 Requesting a Refund

To request a refund, clients must:

1. Submit a written request to [email protected] within 30 days of the transaction date.
2. Include all relevant transaction details:

• Transaction reference number
• Date of transaction
• Amount
• Reason for the refund request

3.3 Processing Refunds

• Refund requests will be acknowledged within 5 business days.
• All eligible refunds will be processed within 10 business days from acknowledgment.
• Refunds will be issued using the same payment method used in the original transaction, unless otherwise agreed.

4. Dispute Resolution Policy

4.1 Reporting a Dispute

Clients who wish to dispute a transaction or service must:

1. Notify PayLift in writing at [email protected] within 30 days of the disputed transaction or service.
2. Provide supporting evidence or documentation to substantiate the claim.

4.2 Investigation and Resolution

• PayLift will review and investigate all disputes promptly.
• We may contact the client for additional information.
• A written response will be provided within 15 business days of receiving the dispute.

4.3 Escalation

• Clients may contact FINTRAC or other relevant regulatory authorities for assistance.
• PayLift will cooperate fully with regulatory investigations as required under applicable law.

5. Communication

All refund and dispute communications must be directed to: Email: [email protected]

6. Amendments

PayLift reserves the right to amend this Policy at any time. Clients will be notified of material changes via email or by posting the updated Policy on our website.

7. Governing Law

This Policy is governed by the laws of British Columbia, Canada and applicable Canadian federal laws, including FINTRAC regulations for Money Services Businesses (MSBs).