Refund & Cancellation Policy

1. Scope

This Refund and Cancellation Policy ("Policy") applies to payment transactions processed through the Vortex platform ("Vortex", "we", "us", or "our"), operated by Organization XIII Inc. Vortex provides payment processing services to merchants ("Merchant"); refunds and cancellations for goods or services are issued by the Merchant you purchased from, subject to the terms below.

2. For Customers

a. Requesting a refund:

Refunds are issued by the Merchant who processed your transaction — contact the Merchant directly using the information on your receipt or card statement descriptor. Vortex does not initiate customer-facing refunds on the Merchant's behalf; we execute refunds the Merchant authorizes.

b. Timing:

Once a Merchant submits a refund through Vortex, the funds return to the original payment method. Card refunds typically post within 5–10 business days depending on the issuing bank; ACH refunds follow the settlement rail's timing. Vortex cannot accelerate a refund once it has been submitted to the payment networks.

c. If the Merchant does not respond:

If you are unable to resolve a refund request with the Merchant, contact the provider of your original payment method to discuss the charge: your card issuer for card payments, or your bank for ACH-funded payments. Dispute rights under your card or bank account agreement are separate from this Policy.

3. For Merchants

a. Your policy is yours:

Each Merchant maintains and prominently discloses its own refund, return, and cancellation policy to its customers. Vortex does not set or enforce Merchant refund terms; we execute the refunds you authorize through the platform.

b. How refunds execute:

Refunds submitted through Vortex are processed back to the original payment method. A refunded transaction may only be refunded against its original charge — unreferenced refunds are not permitted. Partial and full refunds are supported; multiple partial refunds may not exceed the original transaction amount.

c. Settlement impact:

Refunds are deducted from your settlement proceeds along with fees, chargebacks, disputes, reserves, and other amounts owed under the Merchant Agreement. Processing fees on the original transaction are non-refundable, except as expressly stated in the Fee Schedule or your Merchant Agreement.

d. Disputed transactions:

A transaction under an active dispute may not be refundable. If a chargeback has already been filed, contact us before issuing a refund to avoid double-crediting the customer.

4. Cancellations

For subscriptions and recurring billing, cancellation is handled by the Merchant under the Merchant's stated cancellation policy. A cancelled subscription stops future charges; it does not retroactively refund prior charges unless the Merchant separately authorizes a refund.

5. Questions

Merchants with refund questions should contact us at support@vortex.nyc. Customers should contact the Merchant first; if unresolved, your card issuer (card payments) or your bank (ACH payments) handles disputes directly.