Refund and Chargeback Fees
i) Whatsapp +65 8500 0000 (Monday – Friday, 9:00am – 6:00pm)
ii) Support Services will include routine questions and queries regarding identified errors and malfunctions in relation to dtcpay POS Services and will be made reasonably available to the merchant via email at cs@dtcpay.com
iii) Correction of errors of the POS terminal, in each case in accordance with the following severity level and response time.
| Severity | Event | Response Time |
| 1 | Gateway issue, Transaction issue, Status no update | 6 Hours |
| 2 | Login Issue, Password Reset, Application Issue | 12 Hours |
| 3 | Faulty Device, Terminal Replacement |
24 Hours |
Operations Service Request and Request Execution Time
| Category | Execution Time |
| New merchant installation | 10 Business Days |
| Adding terminal on existing merchant | 10 Business Days |
| Replacement of terminal | 10 Business Days |
| Retrieval of terminal | 10 Business Days |
iv) Response time is the total elapsed time from the point where the problem is reported to dtcpay to the point where dtcpay responds with an assessment of the situation. dtcpay will then employ its best commercial efforts to resolve the reported problems.
v) Response hours are between the hours of 9:00 am and 6:00 pm Singapore Time, as applicable, Monday through Friday, excluding Singapore public holidays