This Policy establishes the procedure for resolving issues related to payments, billing, subscriptions, refunds, and potential disputes involving Salter.
It applies to users in Brazil and abroad and must be interpreted in a manner compatible with consumer protection and data protection legislation applicable in the user's country. The goal is to provide a simple, transparent, and efficient way to resolve problems before it becomes necessary to resort to a dispute with a financial institution.
A payment dispute, also known as a chargeback or contestation, occurs when the holder of a payment method questions a transaction with their bank, card issuer, or financial institution.
Common reasons for a dispute include:
Stripe, which operates globally, provides mechanisms for companies to submit information and evidence related to contested transactions, but the decision regarding the dispute is made by the financial institution or issuer responsible for the process, not by Salter or Stripe.
Before opening a dispute with the bank or card issuer, we recommend that the user contact Salter.
Most payment-related issues can be resolved directly, including:
Direct contact allows Salter to investigate the situation and, when applicable, provide a solution or refund.
The user should use the official support channel:
https://salterapp.com/PublicContact
To facilitate the investigation, we recommend providing:
Never send your password, security code (CVV/CVC), banking password, or full card number to Salter.
If the user does not recognize a charge, they should contact Salter immediately.
The charge may appear on your statement with the identification [Stripe descriptor — e.g.: SALTER / ZABIX]. Check this description before considering the charge unrecognized.
The team can check available records to identify:
If the charge is identified as incorrect, Salter will seek to make the correction or provide an applicable refund.
If the user still believes the charge is fraudulent or unauthorized, they may contact their financial institution to use the dispute mechanisms provided by it.
When there is a discrepancy related to a subscription, Salter will check the subscription and payment records.
The Salter system maintains information related to the subscription status, contracted plan, subscription identifier on Stripe, and change history, allowing the investigation of situations such as plan changes and cancellations.
If the user has cancelled the subscription and subsequently received a charge that they consider incorrect, they must inform Salter.
The team will verify the subscription history and the status of the charge.
If it is found that the charge occurred incorrectly, Salter will take appropriate measures, including a possible refund.
If the user chooses to open a dispute with the bank or card issuer, Salter may receive a notification from the financial institution and present information related to the transaction.
Stripe states that, in a dispute, the contested amount and the corresponding fee may be withdrawn from the company's balance while the process is analyzed. The company can present evidence within the deadline established by the card brand or financial institution's process.
For this reason, it is important that the user first approaches Salter whenever the problem can be solved directly.
When receiving a dispute, Salter may analyze records related to the transaction, including, when available:
This information may be used to respond to the dispute through the mechanisms provided by Stripe and applicable payment systems.
Stripe recommends that companies keep proof of customer authorization, service provision, and copies of the Terms of Service and Refund Policy to assist in responding to disputes.
The final decision on a dispute is not made by Salter.
The result depends on the process established by the card issuer, financial institution, and the respective card brand or payment method.
Salter may present available information and evidence to defend a legitimate transaction when it believes there are grounds to do so.
A dispute should be used when there is truly a problem that cannot be properly solved by other means.
If the problem is, for example, a duplicate charge, access difficulty, or a cancellation request, direct contact with Salter usually allows for a faster solution.
Simultaneously opening a refund request and a bank dispute for the same transaction may create parallel procedures. In these cases, Salter may request additional information to avoid duplicate refunds.
Salter takes fraud suspicions seriously.
If the user identifies a transaction they do not recognize and cannot associate with their account, they should immediately inform Salter and, where appropriate, their financial institution.
The user should not share confidential card information with support.
Salter will seek to respond to payment-related requests within 5 (five) business days.
Cases that depend on analysis by Stripe, a financial institution, a card issuer, or another third party may require additional time. International requests may involve different time zones and intermediaries, which may impact timelines.
When this happens, the user will be informed whenever possible.
This Policy must be interpreted in conjunction with Salter's Return and Refund Policy.
The Return and Refund Policy establishes the hypotheses and conditions applicable to refund requests.
This Policy establishes the procedure for communicating and handling payment-related issues and disputes.
Nothing in this Policy is intended to exclude, limit, or replace rights guaranteed to the consumer by the applicable legislation in their country. The rights provided for remain preserved, as the case may be:
The processing of personal data complies with Salter's Privacy Policy and applicable data protection legislation, including the LGPD (Brazil), the GDPR (European Union), the UK GDPR (United Kingdom), and other applicable privacy laws.
This Policy is governed by Brazilian law, without prejudice to the mandatory consumer protection rules of the user's country of residence, which shall prevail when they are more protective.
Consumers residing in the European Union, the United Kingdom, or other jurisdictions may resort to the competent bodies and courts of their domicile. EU consumers may also use the European Commission's Online Dispute Resolution (ODR) platform, where applicable.
This Policy may be made available in different languages. In case of discrepancies, the Portuguese version shall prevail, unless local consumer law requires the prevalence of the version in their own language.
Salter may update this Policy to reflect legal, regulatory, technological, or operational changes.
The current version will always be available on the platform.
To resolve payment-related issues before initiating a dispute, contact us:
https://salterapp.com/PublicContact
When contacting us, please use the same email registered in the Salter account whenever possible.
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