🏦 Refund & Dispute Policy — Onstate Bank

At Onstate Bank, we are committed to delivering secure, reliable, and transparent financial services. This Refund & Dispute Policy outlines the rules, procedures, and conditions governing refunds, transaction reversals, disputes, and chargebacks associated with your use of our banking services, including digital accounts, transfers, and virtual card transactions.

By accessing or using Onstate Bank services, you acknowledge and agree to the terms set forth in this policy.

1. Overview of Refund Policy

Due to the nature of digital financial services, most transactions processed through Onstate Bank are final and irreversible once completed and authorized. However, we recognize that certain circumstances may justify a refund, reversal, or dispute investigation.

Refunds may be considered under specific conditions, including but not limited to:

• Unauthorized or fraudulent transactions
• Duplicate or erroneous charges
• System processing errors
• Failed transactions where funds were deducted but services were not delivered
• Merchant-related disputes where applicable

All refund requests are subject to verification, investigation, and approval based on internal policies and applicable financial regulations.

2. Unauthorized Transactions and Fraud Reporting

If you identify any transaction that you did not authorize, you must notify Onstate Bank immediately. Prompt reporting is critical to ensure the best possible outcome.

2.1 Reporting Timeframe

• Users are required to report unauthorized transactions within 24 to 72 hours of detection
• Delayed reporting may affect eligibility for reimbursement

2.2 Investigation Process

Once reported:

• The transaction will be flagged for investigation
• Your account may be temporarily secured to prevent further unauthorized activity
• Additional identity verification may be required

2.3 Resolution

If the transaction is confirmed to be unauthorized:

• Funds may be reversed where possible, or
• A refund may be issued to your account

Onstate Bank reserves the right to deny refund claims where negligence, credential sharing, or failure to secure account access is determined.

3. Failed, Delayed, or Pending Transactions

In some cases, a transaction may fail or remain pending due to network issues, payment processor delays, or technical errors.

3.1 Automatic Reversals

• Failed transactions are typically reversed automatically within 1 to 7 business days
• Processing time depends on third-party payment networks

3.2 Manual Review

If funds are not returned within the expected timeframe:

• Users should contact support with transaction details
• A manual investigation will be initiated

4. Duplicate Transactions

Duplicate charges may occur due to technical errors or repeated authorization attempts.

4.1 Reporting Duplicate Charges

Users must provide:

• Transaction ID(s)
• Date and time of transaction
• Amount charged

4.2 Resolution

• Verified duplicate transactions will be refunded
• Refunds are processed within 3 to 10 business days

5. Merchant Transactions and Third-Party Services

Onstate Bank acts as a financial intermediary and does not control merchant products or services.

5.1 Merchant Responsibility

• Disputes related to goods or services must first be addressed with the merchant
• Refund eligibility depends on the merchant’s policies

5.2 Escalation

If the issue is not resolved:

• Users may initiate a dispute through Onstate Bank
• We may assist in initiating a chargeback where applicable

6. Virtual Card Transactions

Transactions made using Onstate Bank virtual cards are subject to additional considerations.

6.1 Refund Eligibility

• Refunds depend on the merchant’s refund approval
• Onstate Bank does not control merchant processing timelines

6.2 Processing Time

• Once approved by the merchant, refunds typically reflect within 5 to 10 business days

7. System Errors and Processing Issues

In the event of a technical or system-related error:

• Onstate Bank will investigate the issue promptly
• Any confirmed error will be corrected
• A full or partial refund will be issued where applicable

8. Chargebacks and Dispute Resolution

Users may initiate a chargeback under specific circumstances, including:

• Fraudulent transactions
• Non-delivery of goods or services
• Billing discrepancies

8.1 Chargeback Process

• Disputes are reviewed in accordance with card network rules
• Supporting documentation may be required
• Investigation timelines vary between 7 and 30 business days

8.2 Outcome

• Approved chargebacks will result in a refund
• Denied claims will include a justification

9. Refund Processing Timelines

Refund processing depends on the nature of the transaction:

• Internal account adjustments: 1–3 business days
• Card refunds: 5–10 business days
• External bank reversals: 3–7 business days

Processing times may vary depending on third-party providers.

10. Non-Refundable Fees

The following charges are generally non-refundable:

• Service fees
• Transaction fees
• Card issuance fees
• Maintenance or subscription fees

Exceptions may apply in cases of verified system errors or regulatory requirements.

11. User Responsibilities

To maintain eligibility for refunds and dispute resolution, users must:

• Protect account credentials and access information
• Enable available security features (e.g., two-factor authentication)
• Report suspicious activity immediately
• Provide accurate and complete information when submitting disputes
• Avoid sharing account access with unauthorized individuals

Failure to meet these responsibilities may result in denial of refund claims.

12. Limitations of Liability

Onstate Bank shall not be held liable for:

• Losses resulting from user negligence or unauthorized sharing of credentials
• Transactions initiated using correct login information
• Errors caused by incorrect recipient details provided by the user
• Delays or failures caused by third-party service providers
• Technical issues outside of our direct control

13. Fraud Prevention and Account Security

Onstate Bank employs advanced monitoring systems to detect suspicious activity. In certain cases:

• Transactions may be temporarily blocked
• Accounts may be restricted pending verification
• Additional security checks may be required

These measures are implemented to protect both users and the platform.

14. Policy Updates and Modifications

Onstate Bank reserves the right to update or modify this Refund & Dispute Policy at any time. Updates will be published on our website, and continued use of our services constitutes acceptance of the revised policy.

15. Contact and Support

To report a dispute, request a refund, or seek assistance, please contact:

📧 Email: support@onstatebank.com
🌐 Website: https://onstatebank.com

When contacting support, include:

• Full name
• Account email
• Transaction ID
• Transaction date and amount
• Detailed description of the issue