Refund, Fraud, and Complaint Resolution Policy
RAIT SOLUTIONS is dedicated to providing a transparent, secure, and customer-centric digital payment environment. This policy outlines the procedures, user rights, and responsibilities related to refunds, fraud reporting, and complaint handling for all users and merchants on our platform.
🚨 Fraudulent Transactions & Social Engineering Complaints
📅 Reporting Timeline
All fraud-related incidents — including unauthorized transactions or social engineering attacks — must be reported within 24 hours of occurrence to be considered valid.
📑 Required Information for Investigation
Users must provide:
- Transaction ID or reference number
- Date and time of the transaction
- Account or wallet number used
- Any supporting evidence (e.g., screenshots, audio recordings, chats)
⚖️ Action & Liability
- A tri-party investigation will be initiated between RAIT SOLUTIONS, the merchant, and the relevant bank or wallet provider.
- If fraud is confirmed, a partial or full refund will be processed depending on fund recovery.
- Reports filed after 24 hours may be declined due to limited traceability or data integrity concerns.
💸 Refund Policy & Eligibility
✅ KYC Requirement
Refunds are processed only after KYC (Know Your Customer) verification, in compliance with regulatory standards.
🛠️ Valid Refund Scenarios
Refunds may be approved for the following reasons:
- Duplicate or erroneous charges due to merchant or system error
- Non-delivery of product or service beyond promised timeline
- Receipt 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/gateway processing fees already charged by third parties
💳 Refund Method & Timeline
- Refunds are made via the same payment method (e.g., card, bank account, or wallet)
- Refunded only to the same account holder to prevent fraud
- Typical processing time: 48 to 72 working hours from final approval
- Complex cases may take up to 7 working days, with prior notice to the user
📦 Non-Delivery, Product Discrepancy & Damage Complaints
🕒 Merchant Delivery Commitment
If a delivery timeline was clearly provided (e.g., 7–10 days), the user must wait for the period to lapse before lodging a complaint.
✅ Valid Complaint Scenarios
- Product not delivered after the committed period
- Delivered item differs materially from description
- Item is damaged, expired, incomplete, or defective
📁 Required Evidence
- Order receipt or invoice
- Clear photos/videos of received product (if any)
- Communication history (email, chat, SMS) with the merchant
⏱️ Complaint Submission Window
Complaints must be raised within 72 hours of the expected delivery time. Late complaints may not be eligible for refund.
📋 Refund Policy vs. Merchant Terms
⚖️ Merchant Policy Precedence
Merchants may have their own delivery, return, or refund policies. RAIT SOLUTIONS respects these unless they conflict with consumer protection laws or platform standards.
🔄 Conflict Resolution
- RAIT SOLUTIONS will mediate between customer and merchant
- If the merchant fails to respond within 3 working days, we may proceed in favor of the customer upon validation
❌ Non-Refundable Cases
- Change of mind (buyer’s remorse)
- Disputes over price or merchant terms after order confirmation
- Customer failure to read merchant refund policies
- Orders fulfilled as described
⚖️ Legal Disclaimer
RAIT SOLUTIONS is a payment facilitator, not the manufacturer or seller of any products/services.
Our role is limited to payment processing and transactional facilitation.
We are not liable for indirect damages unless proven to result from gross negligence or platform error.
🧭 Complaint Submission & Support
🛠️ How to File a Complaint
- Visit: www.raitsolutions.biz/contact-us
- Email: support@raitsolutions.biz
- WhatsApp: +44 77 0401 0093
📄 Required Information
- Full Name & CNIC
- Transaction Reference ID
- Date of Transaction
- Description of the Issue
- Relevant screenshots or documentation
⏳ Resolution Timeline
- Complaints are acknowledged within 24 hours
- Standard resolution: within 7 working days
- Complex or cross-border cases may take longer — updates will be shared proactively
🧾 Contact & Escalation
Support Email: support@raitsolutions.biz
WhatsApp Support: +44 77 0401 0093
Website: www.raitsolutions.biz
For legal or regulatory concerns, please write to:
📧 support@raitsolutions.biz
Effective Date: 09-10-2024