01Scope
This Refund and Dispute Policy applies to transactions processed through Stratos Fintech LLC's platforms on stratosfin.io once they are live through authorised partner institutions. At present, no live payment services are being offered. This Policy is published in advance to outline intended practices for sub-merchants and customers, including automated transaction reversion latency targets (T+2 to T+3 business-day style timelines where applicable).
02Eligibility for refunds
- Duplicate or erroneous transactions caused by a technical fault on our platform.
- Unauthorised transactions (subject to investigation).
- Failed transactions where funds were debited but not delivered to the intended recipient.
Refunds are not applicable for correctly authorised and processed transactions.
03How to raise a dispute
- Email support@stratosfin.io with subject "Transaction Dispute".
- Include full name, contact number, transaction date, amount, reference number and description.
- Attach supporting documentation (screenshots, bank statements).
04Investigation and resolution timelines
- 48 hoursWe acknowledge your dispute.
- 5 daysFirst response from our team.
- 7–10 daysMost disputes are resolved.
- 3–7 daysApproved refunds reach you.
- Acknowledgement: within 48 business hours.
- Initial response: within 5 business days.
- Resolution aim: 7–10 business days; complex cases up to 30 days.
05Refund processing
Approved refunds will be credited to the original payment method or source account within 3–7 business days after the resolution decision, subject to bank processing times. No fee will be charged for processing a valid refund.
06Escalation
If you are not satisfied with our resolution, escalate in writing to the international desk. Partner-institution complaint routes apply once live acquiring is authorised. See also Complaints.
07Contact
support@stratosfin.io
Europe Desk: "Coming Soon"