Contact & Disputes (Technical)

1. Technical Support and Communication

FinTEM provides dedicated technical support to its Merchants to ensure the seamless operation of our orchestration layer.

1.1. Primary Contact Channels: All technical inquiries, integration issues, or system alerts must be directed through our official support channels:
- Email: info@fintem.com
- Direct Channels: Merchants with Enterprise Service Agreements may utilize dedicated Telegram or Skype groups for real-time technical coordination.
1.2. Support Hours: Our technical team monitors core infrastructure 24/7. General support inquiries are handled during business hours (UTC+3).

2. Technical Dispute Resolution

A “Technical Dispute” is defined as any disagreement regarding the functionality of the FinTEM API, dashboard accuracy, or compliance with the Service Level Agreement (SLA).

2.1. Escalation Process: If a technical issue remains unresolved for more than 48 hours (for P1/P2 incidents), Merchants may escalate the matter to our technical management team at info@fintem.com.
2.2. Evidence-Based Resolution: All technical disputes will be resolved based on FinTEM’s internal server logs, AWS CloudWatch metrics, and API request-response records, which shall serve as the definitive source of truth.

3. Financial and Transactional Disputes (Exclusion)

As a technical infrastructure provider, FinTEM does not handle financial disputes.

3.1. Transaction Failures: Any dispute regarding a failed deposit, withdrawal (payout), or settlement must be directed to the respective Financial Partner (PSP/Bank) involved in the transaction.

3.2. Chargebacks and Refunds: FinTEM does not process or resolve chargeback claims or refund requests. These are governed by the contract between the Merchant and their licensed Financial Partner.
3.3. Fund Recovery: FinTEM has no technical ability or legal authority to recover, freeze, or reverse funds. Any inquiry regarding fund status must be sent to the licensed entity holding the funds.

4. Reporting Technical Misuse

If you believe that a Merchant using FinTEM’s infrastructure is engaging in technical abuse, card testing, or unauthorized probing of our API, please report the incident to info@fintem.com.

5. Notification of Changes

FinTEM reserves the right to update its technical documentation and API endpoints. Merchants will be notified of any “Breaking Changes” via email or our developer portal with a minimum notice period of 30 days, except in cases of emergency security patches.