This Policy establishes the procedure for resolving issues related to payments, charges, subscriptions, refunds, and any disputes involving SALTER.
The goal is to provide the user with a simple, transparent, and efficient path to resolve issues before it becomes necessary to resort to a dispute with the 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 provides mechanisms for companies to present information and evidence related to disputed transactions, but the decision regarding the dispute is made by the financial institution or issuer responsible for the process, not by SALTER or Stripe.
Important: The proportional refund modality described in this Policy applies exclusively to subscription plans with an annual billing cycle. Plans with a monthly billing cycle do not have a proportional refund calculation, as the charge refers strictly to the access period already utilized. In exceptional cases of billing errors or technical failures, the handling of any reversals will be analyzed individually by support.
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 team will be able to check available records to identify:
If the charge is identified as improper, SALTER will seek to perform the correction or applicable refund.
If the user continues to believe the charge is fraudulent or unauthorized, they may contact their financial institution to use the dispute mechanisms provided by them.
When there is a discrepancy related to the subscription, SALTER will verify the subscription and payment records.
The SALTER system maintains information related to the subscription status, contracted plan, subscription identifier on Stripe, and history of changes, allowing the investigation of situations such as upgrades, downgrades, and cancellations.
If the user has cancelled the subscription and subsequently received a charge they consider improper, they should inform SALTER.
The team will verify the subscription history and the status of the charge.
If it is found that the charge occurred improperly, SALTER will take the necessary measures, including any potential 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 informs that, in a dispute, the disputed amount and the corresponding fee may be withdrawn from the company's balance while the process is being analyzed. The company may present evidence within the timeframe established by the card brand or financial institution's process.
For this reason, it is important that the user first approaches SALTER whenever the issue can be resolved directly.
When receiving a dispute, SALTER may analyze the 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 the applicable payment systems.
Stripe recommends that companies keep proof of customer authorization, proof of 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 brand or payment method.
SALTER may present the available information and evidence to defend a legitimate transaction when it believes there are grounds to do so.
Notes on Reconciliation and Invoices: The processing of a reversal at the payment gateway (Stripe) is an independent technical operation. If the user has received an Invoice related to the service, the refund does not automatically nullify such document. It is up to SALTER to perform the accounting and tax procedures required by local legislation (such as issuing a reversal note or cancelling an invoice) after the refund is processed. Additionally, when a transaction status is indicated as 'To Refund' in our internal system, this only characterizes an administrative scheduling or validation of the request, and not the immediate conclusion of the financial reversal on the user's card.
A dispute should be used when there is truly an issue that cannot be resolved adequately by other means.
If the problem is, for example, a duplicate charge, access difficulty, or a cancellation request, direct contact with SALTER will usually allow for a faster solution.
Opening a refund request and a bank dispute for the same transaction simultaneously may generate parallel procedures. In such cases, SALTER may request additional information to avoid duplicate refunds.
SALTER takes suspicions of fraud seriously.
If the user identifies a transaction they do not recognize and cannot associate with their account, they should immediately notify SALTER and, when 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 business days.
Cases that depend on analysis by Stripe, the financial institution, card issuer, or other third parties may require additional time.
When this occurs, the user will be informed whenever possible.
This Policy must be interpreted in conjunction with the SALTER Return and Refund Policy.
The Return and Refund Policy establishes the hypotheses and conditions applicable to reimbursement requests.
This Policy establishes the procedure for communicating and handling problems and disputes related to payments.
Nothing in this Policy is intended to exclude, limit, or replace rights guaranteed to the consumer by applicable legislation.
In particular, the rights provided for in Brazilian consumer protection legislation remain preserved, where applicable.
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: https://salterapp.com/PublicContact
When contacting us, please prefer using the same email registered in the SALTER account.
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