Introduction

This Payment Revert Policy outlines the procedures, terms, and conditions under which users of Divvied can request a reversion (reversal) of a payment. This policy applies exclusively to transfers made between users on the Divvied platform and does not cover the purchase of goods or services.

Divvied is committed to ensuring the security, transparency, and integrity of all payment transactions conducted on the platform. By using Divvied, you agree to the terms of this Payment Revert Policy.

Definitions

• Revert/Reversal: The process of canceling or undoing a payment transaction after it has been processed.
• Sender: The user who initiates the transfer of funds to another user.
• Recipient: The user who receives the transfer of funds.
• Wallet: A digital wallet within the Divvied platform where users can store funds for transfers or withdrawals.
• Payment Method: Any method used to load funds into the [App Name] wallet, including debit/credit cards, Apple Pay, Google Pay, or CashApp.

Eligibility for Payment Reversion

A payment reversal may be initiated under the following conditions:

1. Unauthorized Transactions: If you believe a transaction was made without your authorization.
2. Duplicate Payments: If you accidentally send duplicate payments to the same recipient.
3. Incorrect Payment Amount: If the wrong payment amount was sent due to a mistake or error.
4. Fraud or Suspicious Activity: If there is evidence of fraud, system compromise, or unauthorized access.
5. System or Technical Error: If a technical glitch in the Divvied platform resulted in an incorrect payment.
6. Other Valid Disputes: If a legitimate error or dispute can be substantiated with supporting evidence.

Note: Payments made intentionally to the wrong recipient or payments that the user voluntarily authorizes are not eligible for reversion unless supported by compelling evidence or legal requirements.

Payment Reversion Request Process

To request a payment reversion, the following process must be followed:

Step 1: Submit a Request

• Timeframe: Requests for payment reversions must be submitted within 7 days of the transaction date.
• How to Submit: Use the in-app "Payment Dispute" option or contact support@divvied.app with the following details: 
  • Transaction ID
  • Date and time of the payment
  • Amount of payment
  • Reason for the reversion request
  • Any supporting documentation (e.g., screenshots, proof of errors, etc.)

Step 2: Investigation and Verification

Once a reversion request is received, Divvied will investigate the claim by reviewing transaction records, user activity, and other relevant data. The investigation process typically takes 15 business days.

During this period, you may be asked to provide additional documentation or clarification.

Step 3: Decision and Notification

Once the investigation is complete, Divvied will notify the sender and recipient of the decision. If the reversion request is approved, the funds will be credited back to the sender’s wallet or the original payment method, as applicable.

If the request is denied, the user will be informed with the reason for denial and may escalate the dispute through the appropriate channels.

Non-Reversible Transactions

The following payments cannot be reversed under this policy:

• Completed Withdrawals: If a user withdraws funds to an external payment method (debit card, PayPal, Venmo, etc.), the withdrawal cannot be reversed.
• Payments Made to Suspended or Blocked Accounts: Payments to users with suspended, deactivated, or closed accounts may be delayed but cannot be reverted automatically.
• Disputes Without Evidence: Disputes made without sufficient evidence or based solely on user error (e.g., sending funds to the wrong user due to a typo) may not be eligible for reversal.
• Expired Requests: Requests for reversals submitted outside the 7-day timeframe will not be considered unless required by law.

Fees and Charges

Divvied reserves the right to charge a fee for processing payment reversals in certain cases. Fees may apply when the payment reversal request is deemed to be caused by user error or negligence. Any applicable fees will be disclosed during the request process.

Refund Timeline

If a payment reversion request is approved, the refund will be processed within 21 business days from the date of approval. Refunds will be returned to the sender’s Divvied wallet, and users may choose to withdraw them to their linked payment method.

Impact on Account and Wallet Balance

When a payment is reverted:

1. Sender's Wallet: The funds will be credited back to the sender’s wallet.
2. Recipient's Wallet: The funds will be deducted from the recipient's wallet.  If the recipient has withdrawn the funds or has an insufficient balance, Divvied may debit their wallet at a later date or suspend their account until the amount is repaid.
3. Account Suspension: Accounts engaged in frequent or fraudulent reversion requests may be subject to review, restriction, or suspension.

Compliance and Legal Obligations

Divvied adheres to all regulatory, financial, and legal obligations related to payment reversals. This includes compliance with anti-money laundering (AML) laws, know-your-customer (KYC) protocols, and other applicable laws.

If a payment reversion request is related to fraudulent or illegal activity, [App Name] will report the matter to the appropriate authorities and may freeze or suspend user accounts.

Dispute Resolution and Appeals

If you are dissatisfied with the outcome of a payment reversion request, you may appeal the decision within 5 business days of receiving the notification. Appeals must be submitted via email to support@divvied.app, providing any additional documentation that was not included in the initial request.

If the appeal is denied, users may pursue additional remedies as outlined in Divvied's Terms of Service.

Changes to the Policy

This Payment Revert Policy may be updated from time to time. Changes will be posted on the Divvied website, and users will be notified in the app. Continued use of Divvied after any changes to this policy constitutes acceptance of the updated terms.

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Contact Us

For questions, concerns, or requests related to this Payment Revert Policy, please contact us at:

•    Email: support@divvied.app

•    Live Chat: Available in the app.

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Last Updated: January 2025

Effective Date: January 2025