Refund, Fraud, and Complaint Resolution Policy

SWW Technologies is committed to maintaining a secure, transparent, and customer-focused digital transaction environment. This policy defines the processes, responsibilities, and rights of users and merchants regarding refunds, fraud investigations, and complaint handling.

Fraudulent Transactions & Social Engineering Complaints

Reporting Timeline

All suspected fraud — including unauthorized transactions or social engineering incidents — must be reported within 24 hours of the occurrence to be eligible for investigation.

Information Required for Investigation

When submitting a fraud report, users must provide:

• Transaction ID or reference number
• Date and time of the transaction
• Account or wallet number used
• Supporting evidence (e.g., screenshots, chat logs, call recordings)

Investigation & Liability

A three-way investigation will be conducted between SWW Technologies, the merchant, and the relevant bank or wallet provider.

If fraud is confirmed, a full or partial refund will be issued, depending on recovered funds.

Reports made after the 24-hour window may be rejected due to reduced traceability or compromised data integrity.

Refund Policy & Eligibility

KYC Requirement

All refunds require KYC (Know Your Customer) verification in compliance with legal and regulatory standards.

Valid Refund Scenarios

Refunds may be approved for:

• Duplicate or incorrect charges caused by merchant or system errors
• Non-delivery of a product or service beyond the committed timeframe
• Delivery of incorrect, damaged, or defective products
• Fraudulent or unauthorized transactions (reported within 24 hours)

Applicable Deductions

Refund amounts may be adjusted for:

• VAT (Value Added Tax)
• FED (Federal Excise Duty)
• Transaction or payment gateway fees charged by third parties

Refund Method & Timeline

Refunds will be made using the original payment method (e.g., bank account, card, or wallet).

Refunds will only be issued to the original account holder.

Standard processing time: 48–72 working hours after final approval.

Complex cases may require up to 7 working days; users will be notified in advance.

Non-Delivery, Product Discrepancy & Damage Complaints

Merchant Delivery Commitment

If a delivery timeline is provided (e.g., 7–10 days), customers must wait for the period to expire before filing a complaint.

Valid Complaint Scenarios

• Product not delivered after the promised period
• Received product differs significantly from the description
• Product is damaged, expired, incomplete, or defective

Evidence Required

• Order receipt or invoice
• Clear photos/videos of the received product (if applicable)
• Communication records with the merchant (chat, email, SMS)

Submission Window

Complaints must be submitted within 72 hours after the delivery period has lapsed. Late submissions may not qualify for refunds.

Refund Policy vs. Merchant Terms

Merchant Policy Precedence

Merchants may have their own refund or return policies. SWW Technologies respects these, provided they comply with consumer protection laws and our platform standards.

Conflict Resolution

We will mediate between customers and merchants.

If a merchant fails to respond within 3 working days, we may resolve the case in favor of the customer upon verification.

Non-Refundable Cases

• Buyer’s remorse or change of mind
• Price disputes after order confirmation
• Customer’s failure to review merchant refund terms
• Orders fulfilled accurately as described

Legal Disclaimer

SWW Technologies acts solely as a payment facilitator and is not the manufacturer or seller of products or services.

Our responsibility is limited to payment processing and transactional support.

We are not liable for indirect losses unless caused by proven gross negligence or platform error.

Complaint Submission & Support

How to File a Complaint

• Visit: www.swwtechnologies.com/contact-us
• Email: support@swwtechnologies.com

Required Details

• Full Name & CNIC
• Transaction Reference ID
• Date of Transaction
• Issue description
• Relevant screenshots or documents

Resolution Timeline

• Complaints acknowledged within 24 hours
• Standard resolution: within 7 working days
• Complex or cross-border cases: longer resolution times with proactive updates.