PAYMENT DISPUTE HANDLING POLICY
INTRODUCTION
This Payment Dispute Handling Policy establishes the procedures followed by OFinancial Markets (the “Company”) to prevent, investigate, manage, and respond to payment disputes related to card transactions.
The Company provides digitally delivered financial services and therefore maintains strict controls for risk prevention, dispute mitigation, and evidentiary record keeping. The Company continuously monitors its exposure to payment dispute risk and applies preventive, investigative, and documentary procedures designed to mitigate abuse, fraud, and unauthorized payment reversals.
SERVICE CLASSIFICATION
The Company provides digital financial services. These services are intangible and are deemed delivered once account access and trading capability are enabled.
The services provided include, but are not limited to:
• Trading platform access
• Market execution infrastructure
• Analytical and educational tools
• Account and technology services
Once activated:
• The client acknowledges that the digital service has been supplied
• Access to the trading platform constitutes service delivery
• Trading activity constitutes service consumption
• Financial market losses do not constitute service failure
• Price movement or trading outcomes are not billing errors
CLIENT AUTHORIZATION CONTROLS
Before any card payment is accepted, the Company requires the client to complete authorization procedures.
These include:
• Completion of identity verification (KYC)
• Acceptance of the Client Agreement
• Acceptance of the Risk Disclosure
• Confirmation of understanding of digital service delivery
• Acknowledgment that trading losses are not grounds for payment reversal
The Company retains system records including:
• IP address at registration and payment
• Device and browser information
• Time-stamped acceptance of legal agreements
• Payment authentication data
• 3D Secure authentication data where supported
PROOF OF SERVICE DELIVERY
The Company maintains verifiable proof that services have been delivered and accessed.
Records include, but are not limited to:
• Account creation logs
• Platform login history
• Trading activity logs
• Order and execution records
• Platform access records
• Deposit confirmations
• Account activation confirmations
These records are used to demonstrate that:
• The service was provided
• The service was accessed
• The service was used by the verified account holder
INTERNAL DISPUTE RESOLUTION
Clients are required to contact the Company before initiating a payment dispute with their financial institution.
The internal resolution procedure includes:
• Submission of a written request by the client
• Verification of account activity
• Confirmation of service usage
• Review of payment records
• Issuance of a written response
Refund eligibility is determined strictly in accordance with the Client Agreement and applicable law.
Refunds may be considered only in cases of:
• Proven duplicate payment
• Technical processing error
• Verified unauthorized card use following investigation
Initiating a payment dispute without following this procedure may be treated as a breach of agreement and may result in:
• Account restrictions
• Suspension of services
• Limitation of withdrawals
DISPUTE MONITORING AND RESPONSE
The Company’s Risk and Payments team monitors dispute notifications on an ongoing basis.
Upon receiving a dispute notification, the Company will:
• Secure transaction and account records
• Review trading activity
• Compile client communication history
• Prepare evidentiary documentation
• Submit evidence within processor deadlines
EVIDENCE USED IN DISPUTE CASES
Dispute responses may include:
• Identity verification records
• Legal agreement acceptance logs
• IP and device correlation data
• Deposit confirmation records
• Login and trading activity logs
• Communication history
• Risk disclosure acknowledgment
These documents demonstrate:
• Authorized payment
• Service delivery
• Verified client participation
• Consumption of digital services
FRAUD PREVENTION MEASURES
The Company applies risk prevention measures including:
• Identity verification controls
• AML screening
• Transaction monitoring
• Device and IP risk analysis
• Deposit velocity checks
• Manual review of flagged transactions
• 3D Secure authentication where supported
RECORD RETENTION
The Company retains records related to payments, identity verification, communication, and trading activity for a minimum of five years for dispute defense, compliance, and regulatory requirements.
DISPUTE CONTACT INFORMATION
Clients who wish to raise a payment-related concern or initiate the Company’s internal dispute resolution process must contact the Company directly.
All payment dispute inquiries should be submitted in writing to:
The Company will review the request, verify account and transaction records, and respond in accordance with the procedures outlined in this Policy.