This page describes how refunds, returns, and chargebacks are handled on the Clearfin clearing service. The house is, in nearly all cases, not the merchant of record selling goods or services to a cardholder. This page sets out the obligations of operators on the books, the rights of cardholders, and the role of the house.
§ 1. For cardholders
If you bought goods or services from a business whose payments were cleared through Clearfin, your refund and return rights are set primarily by the operator's own published refund policy and by the operating rules of the card network you used.
- Speak to the operator first. Refund and return requests should go directly to the business from which you bought. Their published refund policy controls the process and the deadlines.
- Cannot reach the operator? If the operator does not respond, or if you believe a transaction was not authorised, please contact your card-issuing bank to open a chargeback. The card networks (Visa, Mastercard, American Express, Discover) have published procedures and timelines for these claims.
- Need help identifying a charge? Statement descriptors on our books identify the operator. If you cannot identify a charge, write to info@clearfin.dev and we will route the inquiry to the right operator.
§ 2. For operators on the books
Operators accepting payments through Clearfin are required to keep a public refund and return policy and to honour it consistently. The minimum requirements are as follows.
- A published refund policy. The policy must be visible at the point of sale or before checkout, must describe what is and is not refundable, and must specify the period within which a refund may be requested.
- Plain product and service descriptions. Cardholders must be able to understand what they are buying, including any digital goods, subscriptions, or recurring charges, before authorising a transaction.
- Recognisable statement descriptors. You must use a descriptor a cardholder will recognise on a statement, paired with a working contact address.
- Timely processing of refunds. Approved refunds must be issued promptly, and in any case within ten business days of approval, unless a longer period is permitted by your published policy and by applicable law.
- Cooperation with disputes. When a chargeback is opened, you must provide accurate, timely evidence through the dispute workflow on the dashboard. Failure to respond results in the dispute being lost by default.
§ 3. Subscriptions and recurring charges
Operators offering subscriptions or other recurring charges must obtain plain consent before initial enrolment, send pre-transaction reminders consistent with applicable regulation, and provide a cancellation method without friction. Failure to comply may result in increased dispute risk and account suspension.
§ 4. Disputes and chargebacks
A dispute (also called a chargeback) is a process opened by a cardholder through the issuing bank to reverse a transaction. Card-network rules govern eligibility, evidence, and timing. Operators on the books are responsible for all dispute outcomes, including any associated network fees and assessments.
- We surface incoming disputes on the dashboard with a deadline and a structured form for evidence.
- The risk team can assist with strategy and documentation; the operator retains final responsibility for the response and the outcome.
- Chargeback ratios are watched continuously. Sustained ratios above the thresholds set by card-network programs (such as Visa Dispute Monitoring Program or Mastercard Excessive Chargeback Program) may result in additional fees, mandated remediation, or termination.
§ 5. Fraud and unauthorised transactions
We monitor transactions in real time using vertical-aware risk models. If you believe a transaction cleared through Clearfin was not authorised, contact your issuing bank and write to info@clearfin.dev. We will cooperate with legitimate investigations consistent with applicable law.
§ 6. Fees paid to the house
Fees paid to Clearfin LLC for platform access, integration support, or related services are governed by the order form or signed instrument between the house and the operator. The refundability of those fees is addressed in that instrument.
§ 7. How to write to the house
For platform-level questions about refunds, disputes, or this page:
info@clearfin.dev