Zateway
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Refund Policy

Last updated: March 20, 2026 · Effective immediately

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Important: Zateway is a non-custodial payment gateway. We do not hold, custody, or control any funds at any point. All payments are settled directly and instantly to merchant wallets on the blockchain. Because of this architecture, Zateway cannot initiate, process, or reverse any refund transactions.

1. How Refunds Work on Zateway

Unlike traditional payment processors (Stripe, PayPal), Zateway does not hold your funds in an escrow or intermediary account. When a Customer pays through a Zateway-powered checkout:
  • The payment is split and settled instantly on the blockchain — 99% goes directly to the Merchant's wallet, and 1% goes to the Zateway treasury.
  • This settlement is final and irreversible at the blockchain level.
  • Zateway has no technical ability to reverse, claw back, or freeze any portion of the settled funds.
Therefore, all refunds must be initiated and executed directly by the Merchant.

2. Merchant Refund Process

If a Merchant decides to issue a refund to a Customer, the process is as follows:
  1. The Merchant identifies the original transaction in the Zateway Dashboard (Dashboard → Transactions → select the payment).
  2. The Merchant sends the net refund amount (original payment minus the 1% platform fee) from their settlement wallet to the Customer's wallet address.
  3. The Merchant records the refund in the Dashboard for accounting and audit trail purposes.
  4. Zateway updates the payment session status to "refunded" for record-keeping.

3. Platform Fee Non-Refundability

The 1% platform fee is non-refundable under all circumstances. This is because:
  • The fee is automatically routed to the Zateway treasury wallet at the moment of the original payment settlement via smart contract (EVM) or atomic transaction (Solana).
  • Once settled on-chain, this transfer is permanent and cannot be reversed by Zateway or any third party.
  • The fee compensates Zateway for blockchain monitoring, confirmation verification, webhook delivery, and infrastructure costs incurred at the time of the original transaction.
Example: If a Customer paid $100 USDC, the Merchant received $99 and Zateway received $1. If the Merchant issues a full refund, they would send $99 USDC back to the Customer. The $1 platform fee is not refundable.

4. Refund Amounts

  • Full Refund: The Merchant refunds the net settlement amount (payment minus 1% fee) to the Customer.
  • Partial Refund: The Merchant may issue a partial refund of any amount at their discretion.
  • Refund Token: Refunds should be issued in the same token (USDT or USDC) and on the same blockchain network as the original payment to avoid confusion.

5. Refund Timeframes

Since refunds are direct peer-to-peer blockchain transfers:
  • Processing Time: Refunds are settled on-chain within seconds to minutes, depending on network congestion.
  • No Holding Periods: There are no business-day delays, clearinghouse windows, or rolling reserves. Refunds arrive in the Customer's wallet as fast as any other blockchain transfer.

6. Disputes Between Merchants & Customers

  • Zateway does not mediate disputes between Merchants and Customers. We are a technology provider, not a financial intermediary.
  • There is no "chargeback" mechanism on Zateway. Blockchain transactions are final by design.
  • Merchants are responsible for establishing and communicating their own refund policies to their Customers.
  • If a dispute arises, the parties should resolve it directly. Zateway may provide transaction records upon request from either party for dispute resolution purposes.

7. Overpayments & Underpayments

  • Overpayments: If a Customer sends more than the requested amount, the full received amount is settled to the Merchant (minus the 1% fee on the expected amount). The Merchant is responsible for refunding any excess to the Customer.
  • Underpayments: If a Customer sends less than the requested amount, the payment session is marked as "underpaid." The partial amount is still settled to the Merchant. The Merchant must coordinate with the Customer for the remaining balance or issue a refund of the partial payment.

8. Expired Sessions

If a payment session expires before the Customer sends payment:
  • No funds are deducted from the Customer's wallet.
  • No settlement occurs to the Merchant.
  • No refund is necessary.
  • The Merchant may create a new payment session if the Customer still wishes to pay.

9. Zateway Service Fees

Zateway does not charge any fees for the Service itself (no monthly fees, no setup fees). The only fee is the 1% per-transaction platform fee. If you believe you have been charged incorrectly by Zateway (which would require a smart contract malfunction), contact us immediately at support@zateway.com.

10. Contact

For refund-related inquiries or to report transaction issues:
For Customers seeking a refund: please contact the Merchant directly. Zateway cannot process refunds on behalf of Merchants.