Dispute Resolution
Effective Date: July 1, 2024 (Year 113 of the Republic of China Calendar)
Welcome to the Sysfeather Payments Service (hereinafter referred to as "the Service"), which is provided by Sysfeather Technology Co., Ltd. (hereinafter referred to as "the Company"). To protect your rights, please carefully read the following terms before registering and using the Service. You must review these terms for at least three days to safeguard your rights. Once you complete the registration process or begin using the Service, it is deemed that you have read, understood, and agreed to all the contents of the terms.
You must be a person with full legal capacity or a legally registered entity or organization to apply for the Company's services. If you apply for membership using any falsified or inaccurate information, you are solely responsible for any legal liabilities.
The terms "You" or "Member" refer to the users who register and use the Service.
Transaction Management
Article 1: Industries Not Accepted
- Premortem contracts, burial plots
- Loans, pawnshops, underground remittances, silver shops, casinos
- Private gaming servers, sponsorships, booster, recharge services, game account sales, toy stores
- Slimming products (claiming effects on weight loss, body shaping, or altering physical appearance)
- Health products claiming medical efficacy or exaggerated post-consumption effects
- Detective agencies
- Stem cell or umbilical cord blood preservation or related industries
- Energy water, psychic, hypnosis, and religious services
- Debt collection companies
- Brokerage companies (including but not limited to labor, real estate, immigration, etc.)
- Entertainment venues, nightclubs
- Real estate rent, deposits, or related leasing fees
- Virtual currency platforms and trading business
- Triangle trade practices
- Education consultancy for studying abroad or international resort services
- Non-certified fitness centers or fitness coaching services
- Other high-risk industries or goods/services with controversial or ambiguous content. The platform reserves the right to approve or deny the use of payment services.
Article 2: Prohibited Goods
Before listing products, ensure they are not among prohibited categories. The Company restricts the sale of certain items based on public order, morals, or legal prohibition:
- Tobacco products (including cigarettes, e-cigarettes, heated cigarettes, and related accessories)
- Alcoholic beverages
- Weapons and ammunition, including knives, guns (including modifiable toy guns), and dangerous toys
- Casinos and gambling-related industries
- Lottery tickets
- Currency, securities, and invoices
- Precious metals and gemstones
- Drugs, drug-related products, and paraphernalia
- Regulated items for military/police use
- Used underwear/stockings or intimate wear
- Adult products
- Pornographic or violent content without age labels
- Copyright-infringing goods, counterfeit items
- Vehicles of questionable ownership
- Prescription glasses and medical equipment (some restricted medical devices)
- Protected animals and marine mammal products
- Scalped goods (tickets sold at prices above face value)
- Live animals (sellers of dogs and cats must provide a specific pet business license) or human organs
- Infant formula and follow-up formula for older infants
- Pesticides
- Medicines (including pet medicines)
- Fireworks, explosive items
- Stolen goods
- Non-transferable certificates (e.g., membership cards, certificates)
- Marketing lists with personal data
- Government-specific garbage bags
- Government-issued certificates or licenses
- Tax receipts
- Lock-picking and unlocking tools, covert recording devices
- Regulated telecom frequency equipment
- Virtual/digital currency trading
- Controversial or prohibited goods or services
- Other goods are prohibited for sale, and services are prohibited for provision by domestic laws and international organization regulations.
Article 3: Sales Notices
- Comply with relevant laws regarding goods or services sold.
- Avoid misleading advertising on store web pages that may cause consumer disputes.
- Do not disclose personal data obtained from transactions.
- Strictly refrain from infringing the Company's or third parties' intellectual property or reputation.
- Please avoid actions involving the provision of incomplete or inaccurate information. If verified by our company audit or reported by others, these actions will be handled in accordance with the relevant regulations based on the severity:
- Store Website Name Consistency: The name of the store website must match the registered company name, or the information must be cross-referenced accurately.
- Full Disclosure of Product or Service Information: The store website must completely disclose information regarding the products or services sold, including prices, product descriptions (such as specifications, ingredients, or service items), and return/exchange policies. If the store operates on a membership basis, the relevant terms of service and privacy policies should also be disclosed.
- Customer Service Information Accuracy: Customer service contact information (such as phone numbers, email addresses, LINE ID, etc.) should be accurately disclosed and consistent with the registered company information.
- Inappropriate Store or Product Naming: Unauthorized listings of products that infringe on others' patents or brands or other improper actions, such as client complaints, are prohibited.
- False Advertising: Product listings must not significantly differ from the actual items or contain any other misleading content.
- Offensive or Inappropriate Descriptions: Product descriptions or other written content must not contain language that is offensive, violates public decency, or includes personal attacks.
- Inappropriate Images: Images must not infringe on copyrights or include obscenity, nudity, pornography, violence, or other inappropriate visuals.
- Prohibited Store URLs: URLs that lead to IG photo albums, private (non-public) Facebook groups, or e-commerce platform store URLs (such as Shopee, Rakuten, and PChome) are not accepted.
Article 4: Illegal transaction activities
- Violating the "Anti-Money Laundering Regulations" or engaging in cash advances using credit cards (commonly known as "cash-out") or other legally prohibited activities will result in a permanent suspension of membership upon the first violation.
- This includes unauthorized use of another person's credit card details, disputes arising from shared credit cards, or transactions conducted using a credit card that does not belong to the user.
- If disciplinary actions are advised by regulatory authorities, we will comply with the relevant legal requirements and notify you of any control measures or temporarily or permanently suspend all or part of your usage rights.
Article 5: Malicious Complaints
In cases where malicious complaints or defamation of company members or the company's reputation occur, if substantiated, actions will be taken as outlined in the contract and relevant service terms. For severe cases, the contract will be immediately terminated, and legal actions will be pursued.
Article 6: Impersonation of Others
In cases involving the impersonation of others, including account sharing or borrowing that leads to disputes, if substantiated, actions will be taken as outlined in the contract and relevant service terms. For severe cases, the contract will be immediately terminated, and legal actions will be pursued.
Article 7: Requests by Government Agencies, Investigative Authorities, Judicial Authorities, or Other Regulatory Bodies
Upon receiving notification, suspension of services will take effect immediately, and the member will be notified by phone. Restoration of service rights will depend on the directive received from the regulatory authority.
Article 8: Violation of Company Regulations and Other Membership Terms
This includes but is not limited to refusal to perform obligations, intentional delays, or non-delivery of goods or services.
- First violation: Verbal notice with guidance for improvement within 72 hours.
- Second violation: Verbal notice with guidance for improvement within 72 hours, along with risk control measures (including but not limited to a 30-day limit on payment amounts).
- Third violation: Termination of the contract.
Article 9: Prohibition of Illegal Activities and Breach of Contract
- While using this service, you must comply with the relevant laws of the Republic of China and international norms. The service must not be used for any purpose that violates our "Dispute Resolution" or any illegal activity (including transactions involving prohibited or restricted items) or for actions that infringe on others' legal rights. Furthermore, you must not use this service in any unlawful manner. If illegal activities or infringement of others' rights are confirmed by our investigation, we reserve the right to suspend, deny, or terminate your access to the service, and you will bear all relevant legal responsibilities. If your actions cause damage to our company or its employees, you will be liable for compensation. The prohibited actions include but are not limited to the following:
- Infringing on others' rights, including reputation rights, privacy rights, trade secrets, trademark rights, copyrights, patent rights, etc.
- Violating legal confidentiality obligations or contractual agreements.
- Using the service under a false identity.
- Engaging in illegal transactions, such as money laundering, arms dealing, drug trafficking, controlled substances, counterfeit software/products, or any other transactions deemed inappropriate by the company.
- Providing gambling-related information or inducing others to participate in gambling in any form.
- Illegally using another person's bank account (including credit card accounts) or invalid bank accounts for transactions.
- Violating the "Anti-Money Laundering Regulations" and the "Anti-Money Laundering Regulations and Combating the Financing of Terrorism Regulations for Third-Party Payment Service Providers," the "Consumer Protection Act," the "Personal Data Protection Act," the "Fraud Prevention Act," and other related legal requirements.
- Engaging in transactions that do not match the stated transaction content or conducting false transactions.
- Conducting any actions that may contain computer viruses or damage the service system or data.
- Convenience store payment codes may not be used directly or indirectly for transactions involving game points, point cards, or game point recharge services.
- You understand and agree that, except in cases where losses are caused by the fault of our company, our company is not liable for any compensation for losses resulting from the following circumstances. This includes but is not limited to losses related to profits, goodwill, usage, data, or other intangible losses (whether or not our company has been advised of the possibility of such losses):
- When following an investigation, our company determines that you have violated government laws, these terms, or their intent, resulting in the suspension, refusal, or termination of the services provided to you or other related services.
- When our company discovers that there are abnormalities in your company digital account or transactions that are suspected of violating laws or these terms, our company may suspend, refuse, or terminate your use of the company digital account and related services without prior notice (including but not limited to imposing restrictions such as cancellation of transactions within the company digital account funds and ongoing transactions).
- If, following an investigation, our company confirms that you have violated these terms, in order to comply with legal requirements and to protect the rights of other members using this service, our company may immediately suspend, refuse, or terminate your use of this service and refund any legitimate balance in your company digital account to your bank account.
Transaction Dispute Resolution Mechanism
To protect the rights of members and consumers (hereafter referred to as the payer) during their use of our services and to properly handle any disputes that may arise in transactions, our company has established this transaction dispute resolution mechanism.
Article 1: Consumer Rights Protection Measures
- Legal Basis: Our company handles consumer disputes in accordance with the "Consumer Protection Act" and related regulations.
- The burden of Proof: If the payer complains that the member has not provided the product or service, the burden of proof lies with the member.
- Complaint Channels: If there are objections to the services provided by our company, members can submit complaints through the customer service email, and our company will handle them in accordance with the terms of service.
- Dispute Mediation: Upon receiving a complaint, our company will assist both parties in communication and mediation and, if necessary, will support further negotiation per the "Consumer Protection Act."
- Transaction Data Provision: In the event of a dispute, our company will assist by providing transaction data to facilitate dispute resolution, with costs borne by the relevant parties as appropriate.
Article 2: Transaction Dispute Resolution Principles
- Clarifying Claims: Our company will first clarify the complainant's claims, requesting additional information or evidence if necessary.
- Fact Verification: We will review relevant materials to establish the facts.
- Contacting the Parties: Our company will promptly contact the complainant to inform them of the procedures and timeline.
- Operational Review: We will verify if there were any procedural errors on our part and make necessary corrections.
- Legal Consultation: Our company may consult the legal department to assess legal responsibilities.
- Processing Time: Cases should be responded to within 15 business days. If not possible, advance notice will be given, with a one-time extension option.
Article 3: Common Transaction Dispute Handling
- Non-fulfillment of Obligations by Member: If a member fails to deliver goods or services, our company will assist the payer by suspending payments and requiring the member to provide proof of transaction. If there is no response, we will guide the payer in filing a report.
- Return/Exchange Disputes: In cases where goods have been received but the customer is dissatisfied, our company will mediate between both parties. If no agreement is reached, we will guide both parties in filing a report.
- Fraud Handling: For fraud incidents notified by convenience stores or other institutions, our company will retain the relevant funds and assist in further processing.
Article 4: Payment Service Dispute Handling
- Complaint Handling: If a member encounters a dispute due to using our services, they can submit a complaint through our online customer service. We will respond within 30 days. If the outcome is unsatisfactory, a review can be requested within 60 days.
- Fair Handling: Our company handles financial consumer disputes in accordance with the "Consumer Protection Act."
Article 5: Transaction Dispute Resolution Mechanism
- Dispute Handling: During the custody period of funds, if a dispute arises between the member and the payer (including but not limited to fraud, consumer disputes, payment errors, transaction denial, suspected money laundering, or other claims of legal, regulatory, or administrative violation), our company may, based on evidence directly or indirectly provided by the payer or partner institutions, suspend the payment or deduct funds from the member's reserved funds. Funds will be handled in accordance with judicial rulings or settlement documents. Members shall not claim interest or damages from our company due to payment suspension or deduction.
- Refunds, Deductions, and Liability: For disputed funds, refunds, amounts claimed by regulatory or card-issuing/acquiring institutions, or damages owed to our company due to service usage, our company will deduct from the member's Sysfeather Digital Account. If the balance is insufficient, future receivables will be offset. Our company may request that members make up the shortfall by a specified deadline, and overdue amounts will be subject to legal collection procedures.
Article 6: Transaction Dispute Handling Process
If you encounter a transaction dispute with a member during your use of our services, you may submit a complaint through one of the following two channels. Our company will take appropriate actions (including but not limited to contacting the member) and implement related measures (including but not limited to suspending payments) to protect the rights of both the buyer and seller.
1. Contacting the Issuing Bank:
For any disputed transaction amounts on your monthly credit card statement, you can submit your concerns to the issuing bank. If the transaction involves a member, upon receiving notification from the acquiring bank, our company will contact the member by phone, email, or SMS to request relevant transaction data, such as signed receipts, shipping records, or product information. We will also suspend or freeze the payment in the member's digital account until the dispute is resolved. Once the member provides the requested transaction data, our company will forward it to the acquiring or issuing bank, who will then work with you to make a final decision. If the member confirms responsibility for issues such as duplicate charges, incorrect overcharges, or product/service defects, our company will request the member to process a credit card refund and provide a refund receipt (such as a transaction screenshot) to the acquiring or issuing bank. If the member does not respond within five days after contact, or if the dispute remains unresolved, our company will handle further actions based on the issuing bank's decision.
2. Contacting Our Customer Service Center:
When a transaction dispute arises with a member, you may contact our company by phone or through online customer service to submit a complaint. You should provide relevant receipts or proof of transaction documents and request measures such as suspending payment. Once the authenticity of the submitted documents is verified, our company will contact the member (by phone, email, or SMS) and request relevant transaction data, such as signed receipts, shipping records, or product information. We will also suspend or freeze the payment in the member's digital account until the dispute is resolved. Upon receiving the member's transaction data, our company will investigate the facts of the transaction dispute and mediate between the buyer and seller. If the member confirms responsibility for issues like duplicate charges, overcharges, or product/service defects, we will request the member to issue a credit card refund and provide you with the final resolution (including refund documentation). If the member does not respond within five days, if mediation fails, or if the dispute remains unresolved, we will assist you in submitting a chargeback request to the issuing bank.
3. Outcome:
If the member confirms duplicate charges, overcharges, or product/service defects, the member will process a credit card refund. Once the refund is confirmed, our company will notify you and the acquiring bank.
If the member provides related transaction data but you dispute the transaction or the member fails to cooperate, the issuing bank will determine further action. If the issuing bank decides to initiate a disputed chargeback, our company will deduct the disputed amount from future payments to the member's digital account.
Article 7: How to Contact the Company
If you have any questions, comments, or suggestions regarding this policy, you can contact us at [email protected].