Refund and dispute policy
This page is TonRamp’s operational refund and dispute policy for payments made through the TRP protocol (USDT on the TON network). The official language is Brazilian Portuguese. This English text is a reference translation. If the versions diverge, the Portuguese text prevails.
The venue clause below is TonRamp’s operational proposal and still depends on legal review before it is treated as a final contractual clause.
Updated 16 August 2026.
1. Transaction finality
Section titled “1. Transaction finality”When a USDT-TON payment is confirmed on the blockchain, the amount has already left the payer’s wallet and arrived in the merchant’s wallet. TonRamp cannot reverse, cancel or intercept that transfer.
TonRamp acts as a checkout facilitator (TRP payload, payment page, quote, on-chain confirmation and webhooks). It is not a custodian of merchant or payer funds.
2. No custody and no holdback (zero float)
Section titled “2. No custody and no holdback (zero float)”TonRamp does not retain a payment to fund future refunds. It also does not hold later settlements as a refund guarantee. Parking merchant balances for that purpose would require intermediate custody and contradicts the zero-float model.
Practical consequences:
- Settled USDT goes straight to the merchant wallet.
- Any refund, if agreed, is made by the merchant, sending USDT back to the payer from their own wallet.
- If the merchant is flagged as fraudulent, TonRamp may suspend the account and block new checkouts. That does not automatically return amounts already confirmed on-chain.
3. Dispute process
Section titled “3. Dispute process”- A payer with a complaint about the product, service, deadline or quality must contact the merchant first.
- If the merchant does not resolve it, the payer opens a ticket with TonRamp through one of these channels:
- email: suporte@tonramp.io
- form: tonramp.io/#suporte
- Telegram: t.me/TonRmpBot
- TonRamp reviews what it can (transaction status, on-chain hash, timestamps, checkout data). There is no guarantee of reversal.
- If the merchant agrees to a refund, they return the USDT to the payer themselves. TonRamp can guide the flow but does not send the transfer on the merchant’s behalf.
Include the checkout tx_id, the transaction hash (when available) and the contact already made with the merchant.
4. Deadlines
Section titled “4. Deadlines”- Time to contest: 30 calendar days from transaction confirmation (or from the checkout date if the transaction was never confirmed).
- After 30 days the claim is out of time. TonRamp may refuse the ticket without examining the commercial merits.
5. When TonRamp can act
Section titled “5. When TonRamp can act”| Situation | What TonRamp can do |
|---|---|
| Merchant flagged as fraudulent | Suspend the account and refuse new payments. It does not retain already-settled funds. |
| TonRamp operational error (for example a split or quote bug) | Investigate and, if confirmed, make a one-off compensation to the injured party. |
| On-chain mismatch (transaction pending for days, missing hash, inconsistent status) | Technical investigation and status correction. |
None of these cases creates an automatic refund button or obliges TonRamp to replace value that already sits in the merchant wallet.
6. What TonRamp does not do
Section titled “6. What TonRamp does not do”- It does not reverse USDT payments confirmed on-chain.
- It does not judge the commercial merits of a dispute (item not delivered, quality, delay, change of mind).
- It does not refund for payer remorse alone.
- It does not advance a refund with its own funds while the merchant has not returned the USDT.
- It does not custody merchant balance to cover future claims.
This policy covers TRP in USDT on the TON network. A PIX refund before crypto settlement (refunded status on PIX checkout) follows the PIX rail and is not an on-chain reversal.
7. Acceptance
Section titled “7. Acceptance”- The merchant accepts this policy by integrating the API, generating checkouts or using the partner console.
- The payer accepts this policy by confirming payment on the checkout. The link to this document is visible in the checkout footer.
Continuing with payment after seeing the link means the payer knows that a confirmed on-chain transfer cannot be undone by TonRamp.
8. Language and venue
Section titled “8. Language and venue”- Official language of the document: Brazilian Portuguese.
- Proposed venue: District of São Paulo, State of São Paulo, Federative Republic of Brazil.
- The venue clause depends on legal review. Until then it records the forum TonRamp intends to use and does not replace the merchant’s own legal advice.