This Refund and Dispute Policy (the “Refund and Dispute Policy”) describes how Score Financial Pte. Ltd. (“Score”) handles the initiation, assessment, and resolution of refund requests and transaction disputes between Customers and Merchants in connection with the use of its business and technology solutions (“Services”). It ensures transparency and fair handling of contested transactions while maintaining compliance with applicable laws and payment processing standards. By accessing or using the Services, the Client and its authorised Users acknowledge that they have read and understood this Refund and Dispute Policy and agree to its procedures, conditions, and principles as described herein.

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1. Definitions

For the purposes of this Refunds and Disputes Policy, the following terms shall have the meanings set forth below: “Score” means Score Financial Pte. Ltd., a company incorporated in Singapore, including its subsidiaries, affiliates, and related entities, where applicable. “Services” means the suite of business and technology solutions provided by Score, including all related functionalities, platforms, systems, applications, and tools. “Platform” means the digital infrastructure, interfaces, systems, and related technologies provided by Score through which Clients access the Services, including but not limited to web applications, APIs, and administrative portals. “Client” means any business entity or organization that has entered into a Service Agreement with Score and uses the Services for commercial or internal business purposes. “Merchant” means a Client that offers goods or services to Customers and may request financing or payment-related services from Score. “Customer” means a Client that purchases goods or services from a Merchant and may receive credit or deferred payment terms. “Financing Terms” means the terms under which Score may provide receivables-based financing to Merchants in connection with transactions involving Customers. The Financing Terms form an integral part of the Service Agreement and govern the eligibility, scope, and execution of such financing. “Submission Window” means the period of thirty (30) calendar days from the date of the original transaction, during which a Client may submit a refund request or raise a dispute, unless otherwise required by applicable law or mutually agreed upon by the parties involved. “Review Period” means the period following the submission of a Dispute during which Score facilitates communication between the parties to support resolution. The Review Period typically extends for up to ten (10) business days from the date the Dispute is acknowledged by Score, unless otherwise agreed by the parties or extended at Score’s discretion. “Dispute” means a formal request submitted by a Client through the Platform to contest a transaction or raise a concern related to the processing, execution, or outcome of a payment, delivery, or other service covered under the Services. A Dispute may or may not result in a Refund. “Refund” means the return of funds to a Client, in full or in part, in connection with a previously processed transaction, as a result of a cancellation, error, non-fulfillment, or resolution of a Dispute, subject to the terms of this Refunds and Disputes Policy.

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2. Scope

This Refunds and Disputes Policy applies to all Clients, including Merchants and Customers, who use the Platform to access the Services provided by Score for the purpose of conducting transactions involving payment processing, financing, or other related commercial activities. It sets out the conditions and procedures under which refund requests and transaction disputes may be initiated, submitted, and processed through the Platform. Score’s role is strictly limited to facilitating the submission, tracking, and exchange of information related to refunds and disputes. While Score may assist in coordinating communication between transacting parties and interfacing with relevant Payment Processors, it does not act as a regulatory authority, legal adjudicator, or compliance agent in the resolution of such matters. Score does not assess, verify, or guarantee the quality, quantity, condition, legality, or timely delivery of any goods or services exchanged between Merchants and Customers. These matters are the sole responsibility of the transacting parties. Score’s involvement is limited to the facilitation of payment transactions and related workflows and does not constitute an endorsement, warranty, or validation of any underlying commercial arrangement.

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3. Eligibility

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3.1 Acceptable Grounds

Clients may initiate a refund request or raise a transaction dispute under the following circumstances, subject to the provision of sufficient supporting documentation and Score’s verification process: a. Duplicate payments or unintentional overcharges initiated through the Platform; b. Erroneous or failed transactions resulting from technical or processing errors on the Platform; c. Non-receipt of goods or services where delivery was a condition of payment and is substantiated as unfulfilled; d. Unauthorized or fraudulent transactions, provided the matter is reported within the prescribed timeframe; e. Order cancellations in accordance with the Merchant’s policy and prior to fulfillment; h. Partial delivery or service execution, where the Merchant provides confirmation supporting a partial refund or adjustment; g. Data discrepancies, such as mismatched invoices, payment confirmations, or delivery records, that materially affect the transaction.

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3.2 Exclusions and Limitations

Refunds or disputes will not be accepted in the following situations: a. Subjective dissatisfaction with the quality, performance, or suitability of goods or services; b. Commercial or contractual disagreements between Merchants and Customers outside Score’s control; c. Requests submitted outside the Submission Window, unless otherwise required by law; d. Circumstances where the Merchant’s policy disallows refunds or disputes under the conditions presented. e. Issues involving third-party services or logistics providers not integrated with or controlled by Score.

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3.3 Timeframe for Submission

All refund requests or disputes must be submitted within the Submission Window. Late submissions may be declined unless otherwise required by applicable law or mutually agreed upon by the parties involved.

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4. Resolution

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4.1 Initiating a Dispute

Clients may initiate a dispute through the Platform by submitting a request along with relevant supporting documentation. a. The dispute must be submitted via the designated form or channel available on the Platform; b. Supporting documentation may include, but is not limited to, proof of delivery, order confirmations, payment records, or communication between the parties;

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4.2 Review and Facilitation

Score will conduct an initial review to confirm that the submission is complete and falls within the scope of this Refunds and Disputes Policy. Score may facilitate communication between the parties but does not make any determinations regarding liability or fault. a. Score may request additional information or clarification from either party to support the resolution process; c. Score’s involvement is limited to coordinating the exchange of information and maintaining a record of the dispute process.

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4.3 Resolution and Closure

Disputes may be resolved through mutual agreement between the parties or closed without resolution if no agreement is reached. a. Possible outcomes may include a full refund, partial refund, or no refund, as determined by the agreement between the parties; b. Once a resolution is reached, or the Review Period expires without resolution, the case will be marked as closed by Score; c. Score may issue a closing summary to both parties documenting the outcome of the facilitation.

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4.4 Escalation

If a dispute cannot be resolved through the Platform, the parties may pursue external remedies at their discretion. a. Disputes may be escalated through contractual processes defined between the parties; b. Parties may engage in mediation, arbitration, or legal proceedings as permitted by applicable law; c. Score will not participate in, adjudicate, or be held responsible for any escalated or external dispute resolution processes.

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5. Roles and Responsibilities

This section outlines the respective responsibilities of Score, Clients, and Payment Processors in relation to refund and dispute handling under this Refunds and Disputes Policy.

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5.1 Score’s Responsibilities

Score’s role is limited to facilitating the refund and dispute process through the Platform and coordinating related communication. Score is not responsible for adjudicating disputes or enforcing outcomes. a. Provide the Platform through which refund and dispute requests may be submitted and tracked; b. Conduct an initial review to determine whether a request is complete and falls within the scope of this Refunds and Disputes Policy; c. Facilitate the exchange of information between the involved parties during the Review Period; d. Maintain a record of communications and documentation submitted in connection with the refund or dispute; e. Coordinate with the relevant Payment Processor to initiate a refund once a resolution has been mutually agreed upon by the parties; f. Notify both parties upon closure of the refund or dispute process, including where no resolution has been reached.

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5.2 Clients’ Responsibilities

Clients, including Merchants and Customers, are responsible for submitting complete and accurate information in a timely manner and cooperating in good faith throughout the resolution process. a. Submit refund and dispute requests within the Submission Window, using the designated process provided on the Platform; b. Provide accurate, complete, and timely supporting documentation upon request; c. Respond to Score’s inquiries or requests for clarification within reasonable timeframes; d. Cooperate in good faith with Score and the counterparty throughout the Review Period; e. Comply with all applicable terms of service, policies, and any underlying commercial or contractual obligations related to the transaction; f. Ensure that any agreed refunds are authorized internally before Score processes the refund request.

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5.3 Payment Processor Responsibilities

Payment Processors are independent third parties and are responsible for executing payment transactions, including the processing of refunds, in accordance with their own procedures and applicable legal obligations. a. Process refunds in accordance with their internal timelines, technical capabilities, and applicable regulatory standards; b. Coordinate with Score as needed to execute transaction reversals or adjustments; c. Maintain exclusive responsibility for the settlement, clearance, and movement of funds; d. Notify Score of any failure to process a refund or chargeback where Score coordination is involved.

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6. Refund Processing

This section outlines the conditions under which refunds will be processed, the method of execution, and the expected timelines for completion.

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6.1 Conditions for Processing

Refunds will be processed only when a valid basis has been established under this Refunds and Disputes Policy and a resolution has been reached between the involved parties. a. A refund may only be processed once the Merchant and Customer have reached a mutual agreement, or as otherwise authorized by the Merchant; b. The refund request must be supported by sufficient documentation confirming the reason and amount to be refunded; c. Partial refunds are permitted where the Merchant provides clear instructions and justification, such as for partial delivery or partial cancellation; d. Refund processing is subject to the availability of funds and any applicable limitations of the Payment Processor.

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6.2 Method of Refund

Refunds will be returned using the original payment method wherever possible, unless otherwise agreed by both parties. a. If a refund to the original payment method is not possible due to technical or operational constraints, the parties may agree on an alternative method; b. Where applicable, a refund may be issued as a credit or adjustment toward future transactions, subject to mutual agreement between the parties.

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6.3 Refund Components

In the event of a refund, the following principles apply to the allocation and handling of amounts previously paid or financed: a. The Billing Amount (including GST), the Down Payment, and any repaid portion of the Financing Amount (each as defined in the Financing Terms) will be refunded to the Customer on a proportional basis, subject to the nature and extent of the refund. b. The following amounts are not refundable under any circumstances, including in the case of a full or partial refund: Processing Charges (as defined in the Financing Terms), Discount (as defined in the Financing Terms), Service Fees (as defined in the Financing Terms), and Late Fees (as defined in the Financing Terms). These components represent administrative, financing, or third-party costs that are incurred and non-reversible once the transaction is processed.

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6.3 Refund Components

For the purposes of this Section, all capitalized terms not otherwise defined herein (including Billing Amount, GST, Down Payment, Financing Amount, Processing Charges, Discount, Service Fees, and Late Fees) shall have the meanings ascribed to them in the applicable Financing Terms. In the event that a transaction is subject to a full or partial refund pursuant to this Refund and Dispute Policy, the allocation and treatment of amounts previously paid, financed, or deducted shall be governed as follows: The following components shall be refunded to the Customer on a pro rata basis, to the extent applicable and in proportion to the refunded value of the underlying transaction: a. Billing Amount, inclusive of any applicable GST; b. Down Payment; c. portion of the Financing Amount that has been repaid by the Customer prior to the initiation of the refund. The following components shall not be eligible for refund, whether in whole or in part, and shall be deemed fully earned and non-recoverable upon deduction, accrual, or imposition: a. Processing Charges; b. Discounts; c. Service Fees; d. Late Fees. For the avoidance of doubt, such amounts represent administrative, financing, or third-party costs that are not subject to reversal or reimbursement, notwithstanding any refund of the underlying transaction.

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7. Limitations of Liability

This section sets out the limitations applicable to Score’s liability under this Refunds and Disputes Policy. a. Score acts solely as a facilitator of payment-related communications and does not control, supervise, or guarantee the delivery, quality, legality, or suitability of any goods or services exchanged between Clients; b. Score does not adjudicate disputes or enforce outcomes and shall not be liable for any loss, damage, or cost arising from the failure of any party to resolve a dispute or complete a refund; c. Score shall not be responsible for any delays, failures, or errors caused by third-party Payment Processors, financial institutions, or technical service providers; d. Score makes no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement with respect to the Platform or Services; e. In no event shall Score be liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of business, revenue, or profits, even if advised of the possibility of such damages; f. Any liability of Score arising under or in connection with this Refunds and Disputes Policy shall, to the extent permitted by law, be limited in aggregate to the total amount of fees paid by the Client directly to Score for use of the Services in the twelve (12) months preceding the event giving rise to the claim.

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8. Record Keeping

This section outlines Score’s responsibilities regarding the retention and handling of records related to refund and dispute activity. a. Score will maintain a record of all refund requests, disputes, supporting documentation, communications, and resolution outcomes submitted through the Platform; b. Records will be retained for a period of at least five (5) years from the date of submission or resolution, whichever is later, unless a longer period is required by applicable law or regulatory authority; c. Records may be stored electronically and may be made available to the Client upon written request, subject to any applicable confidentiality, privacy, or legal restrictions; d. Score may use records for internal purposes, including compliance monitoring, dispute tracking, fraud prevention, and audit requirements; e. Clients are responsible for maintaining their own independent records of transactions, refunds, and disputes, and should not rely solely on the availability of records within the Platform.

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9. Governing Law

This Refund and Dispute Policy shall be governed by, and construed in accordance with, the laws of the Republic of Singapore. Any disputes arising out of or in connection with this Refund and Dispute Policy, including any question regarding its existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of Singapore.

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10. Electronic Transactions

By accessing or using the Services, Clients consent to receive communications, notices, and documents from Score in electronic form, including via email, phone, and system notifications. These communications shall have the same legal effect as if provided in hardcopy.

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10.2 Use of Electronic Records and Signatures

Where permitted by Applicable Law, electronic records and electronic signatures used in connection with the Services shall be valid and enforceable, and shall carry the same legal effect as physical signatures and documents. This Refunds and Disputes Policy is intended to be consistent with the requirements of the Electronic Transactions Act 2010 of Singapore and any applicable cross-border electronic commerce standards.

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11. Refunds and Disputes Policy Modification

Score may amend this Refund and Dispute Policy from time to time to reflect changes in legal, regulatory, technical, or operational requirements. Amendments shall become effective as of the date indicated in the revised Refund and Dispute Policy.

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12. Contact

For any questions, concerns, or requests related to this Refund and Dispute Policy, or for assistance with disputing a transaction, please contact Score at: Email: support@scorefintech.com All correspondence should include the transaction identification number and relevant contact information to facilitate a timely response.