Refund Policy

1. Introduction

At PayAiro Inc. (“PayAiro”, “we”, “us”, or “our”), transparency and fairness are central to how we operate. This Refund Policy outlines the terms, conditions, and procedures governing refund eligibility, requests, and processing for all users of our platform.

Our goal is to ensure that our customers receive prompt and fair resolution in cases involving billing discrepancies, technical failures, or unauthorized transactions while maintaining compliance with applicable financial, consumer protection, and data security regulations.

By using PayAiro’s services, you acknowledge that you have read and agreed to this Refund Policy, which forms an integral part of the PayAiro Terms of Service.

2. Scope of Policy

This policy applies to all users of the PayAiro platform, across all tiers of services. Refund eligibility is determined based on the nature of the service and the circumstances surrounding the request.

Service Fees:

1. Trading Services (Buy/Sell): 1% platform fee per transaction.
2. Account Maintenance Fee: USD 20 per year, billed annually.
3. Custodial Services: No charge.
4. Deposits: No fee.
5. Withdrawals: 1% platform fee.

This policy covers fees and transactions processed directly by PayAiro and does not extend to fees levied by banks, payment processors, or external wallets.

3. Refund Eligibility

A refund will be considered valid and may be approved under one or more of the following conditions:

3.1 Unauthorized Transactions or Fraudulent Activity

If you identify an unrecognized or unauthorized charge on your account, you may be eligible for the unrecognized or unauthorized charge upon successful verification.

1. You must notify PayAiro within 10 days of the knowledge of unrecognized or unauthorized charge.
2. In any case, you must notify PayAiro in writing within 30 days of the transaction related to unrecognized or unauthorized charge.
3. In case the unrecognized or unauthorized charge  is deducted after 30 days of the transaction in question, the said situation will be dealt on a case-to-case basis.
4. Refunds will be processed once fraud investigation confirms the unauthorized activity.
5. The timeline provided is an estimate. Depending on the complexity of the issue, additional time may be required to complete the resolution process.

3.2 Technical or System Errors

If a transaction fails due to a technical or system error on PayAiro’s end, including double charges, incomplete transfers, or errors in execution, you must notify PayAiro :

1. In not more than 10 days of such technical or system error.
2. In any case, you must notify PayAiro in writing within 30 days of the transaction related to such technical or system error.
3. Upon investigation, if the query is found genuine, we shall will refund or adjust the transaction amount after verification.
4. The timeline provided is an estimate. Depending on the complexity of the issue, additional time may be required to complete the resolution process.

3.3 Double Charges or Billing Errors

If you have been billed twice or charged inadvertently, you must notify PayAiro:

1. Within10 days of such inadvertent deduction or billing.
2. PayAiro will investigate and deduct the subsequent bill amount or refund the excess charge, as the case may be, once validated.
3. The timeline provided is an estimate. Depending on the complexity of the issue, additional time may be required to complete the resolution process.

3.4 Services Not Delivered as Described

If PayAiro fails to deliver a paid service as explicitly described in our offering (for example, premium account features or subscription benefits), you must notify PayAiro within 7 days of such non-provision of services. We will try to rectify our system and/or may make good any financial losses in part or full directly incurred due to the non-provision of services from PayAiro’s end. Please note that we will not be responsible for any indirect losses incurred due to non-provision of services, including but not limited to opportunity losses.

4. Non-Refundable Services and Transactions

To maintain transparency, certain categories are expressly non-refundable:

1. Trading Fees (Buy/Sell and Withdrawals):
   1. Platform fees on transactions that were successfully executed and recorded are non-refundable.
2. Third-Party Processing Fees:
   1. Fees charged by banks, card issuers, or payment gateways are outside PayAiro’s control and are non-refundable.
3. Completed Services:
   1. Any service already rendered or consumed (including maintenance fee once the subscription period begins).
4. Promotional Credits and Bonuses:
   1. Any bonus amounts, referral incentives, or promotional credits offered by PayAiro are not eligible for refund or cash equivalent.
5. Market and Investment Losses:
   1. PayAiro bears no responsibility for any financial losses, market fluctuations, or trading decisions taken by the user.
6. Expired or Late Requests:
   1. Refund requests submitted more than 30 days after the original transaction date will not be considered.
7. Inadvertent transactions:
   1. In the event that a user initiates a transaction inadvertently or unintentionally on the PayAiro platform (including, but not limited to, accidental trades, deposits, or withdrawals), PayAiro shall not be held responsible for the outcome of such actions.
   2. Refunds or reversals for inadvertent transactions will only be considered if the error is conclusively determined to have occurred due to a technical malfunction, system error, or operational fault on PayAiro’s part.

5. Refund Request Procedure

To ensure efficient handling, all refund requests must follow the official procedure below.

5.1 Submission of Request

You may submit a refund request through the following email:

Email: grievances@payairo.com

5.2 Required Documentation

Your request must include:

1. Registered name and contact email
2. Account ID or PayAiro reference number
3. Transaction ID(s) and date
4. Amount involved
5. Detailed explanation of the issue
6. Supporting documents (e.g., screenshots, receipts, communication records)

5.3 Verification and Security

To safeguard your account, PayAiro may request identity verification before processing your refund. Refunds will only be issued to the original payment method used.

5.4 Communication Timeline

1. Acknowledgment: within 3 business days of receipt.
2. Investigation Period: within 7 business days of acknowledgment.
3. Processing of Approved Refunds: within 15 business days following investigation completion.

You will be notified of the outcome and refund status via email or your registered PayAiro account dashboard. The timeline provided is an estimate. Depending on the complexity of the issue, additional time may be required to complete the resolution process.

6. Partial and Pro-Rated Refunds

In specific cases, PayAiro may issue partial or pro-rated refunds, subject to the following conditions:

1. Discounted or Promotional Pricing: Refund amounts will be recalculated to reflect the actual amount paid after deducting discounts, credits, or promotional benefits.

7. Processing Time and Payment Method

Approved refunds will be credited back to the same payment source used for the original transaction, unless otherwise specified in writing.

1. Refund processing time: up to 15 business days after approval.
2. Refunds involving third-party intermediaries (banks, card issuers, or wallet providers) may take additional time based on their internal policies.

PayAiro is not liable for delays arising from external payment networks, including third party partners of PayAiro or intermediary systems. The timeline provided is an estimate. Depending on the complexity of the issue, additional time may be required to complete the resolution process.

8. Regulatory Compliance

PayAiro operates in compliance with global financial and consumer protection standards, including:

1. Anti-Fraud Regulations: All refund investigations are subject to fraud screening and anti-money laundering checks.
2. Consumer Protection Laws: We adhere to refund and disclosure requirements in all jurisdictions where we operate.

Refunds are always processed in compliance with applicable KYC/AML, data protection, and electronic transaction laws.

9. Liability Limitations

1. PayAiro is not responsible for losses resulting from market volatility, investment choices, or user-initiated trades.
2. We shall not be liable for third-party service failures, including network outages, custodial service disruptions, or payment gateway downtimes.
3. In cases of force majeure (e.g., natural disasters, cyber incidents, regulatory restrictions), refund processing may be delayed.
4. Refund requests will be considered only in cases where the issue arises due to an error, fault, or failure on PayAiro’s part. PayAiro is not responsible for personal circumstances affecting the customer and will not be able to issue refunds based on individual or discretionary situations.

10. Exceptional and Discretionary Refunds

In rare or exceptional cases where refund eligibility does not strictly fall within the defined categories, PayAiro reserves the right, at its discretion, to:

1. Offer store credit or fee waivers in lieu of a direct refund; or
2. Process a partial goodwill refund based on the customer’s unique circumstances.

These cases will be reviewed on a case-by-case basis to ensure fair treatment and consistency with our customer care principles.

11. Policy Updates and Revisions

This Refund Policy may be amended from time to time to reflect changes in operational processes, regulations, or market conditions. Updated versions will be published on our website, and the “Last Updated” date will be revised accordingly.

Your continued use of PayAiro services after such updates constitutes your acceptance of the revised policy.

12. Contact Information

For refund-related queries or follow-up on existing requests, please contact:

PayAiro Inc.
📧 grievances@payairo.com
🌐 www.payairo.com/refund-policy
🕒 Support Hours: Monday to Friday, 9:00 a.m. – 6:00 p.m. (GMT)

13. Our Commitment to Fairness

At PayAiro, we believe in building trust through transparency and accountability.
We are committed to:

1. Treating every refund request with respect and impartiality.
2. Resolving genuine cases promptly and professionally.
3. Continuously improving our processes to provide the best user experience possible.

We appreciate your confidence in PayAiro and thank you for allowing us to serve you.

Last Updated: October 28, 2025