Dispute Resolution Policy

HIFI Bridge, Inc. ("HIFI," "we," "us") is committed to resolving disputes fairly, transparently, and in a timely manner. This Dispute Resolution Policy ("Policy") explains how disputes are received, triaged, investigated, and resolved across HIFI's platform.

Important. This policy applies to disputes arising from your use of HIFI's platform and services under your Master Services Agreement. If you are accessing HIFI's services through a Client's or Partner's platform, you should contact that Client or Partner directly as your first point of contact for support and inquiries.

Overview

This Policy applies to all Clients and Partners whose platforms connect to HIFI's infrastructure, and to any dispute arising from HIFI's services, including but not limited to transaction disputes, account access issues, fee disputes, and compliance-related matters.

This Policy is reviewed annually and updated as necessary to reflect changes in applicable law, regulatory guidance, and HIFI's operational practices.

Definition

A dispute is any objection to a specific transaction, charge, account action, or operational decision made by HIFI. Disputes are generally tied to a specific financial outcome or action and require investigation and resolution.

Disputes are distinct from general support requests or information inquiries. Common categories include:

Transaction Disputes. Unauthorized or fraudulent transactions, duplicate charges, incorrect amounts, failed or delayed transfers, chargeback or refund disputes.

Account Access Disputes. Account lockouts, frozen or restricted accounts, identity verification conflicts.

Service Disputes. Service performance issues, outages, downtime, or misrepresentation claims.

Compliance and Regulatory Disputes. AML/KYC decisions, account closures, identity theft claims, data and privacy concerns.

Third-Party Provider Disputes. Errors or failures attributable to partner banks, payment networks, or vendors.

How to Submit a Dispute

Disputes may be submitted through either of the following channels:

• Email: support@hifi.com
• Dedicated Slack Channel (for Clients and Partners that maintain a shared Slack workspace with HIFI)

To help us investigate your dispute as efficiently as possible, please include the following information when submitting:

• Your name and company
• A description of the dispute and the outcome sought
• Transaction ID(s), account reference(s), or other identifying information, if applicable
• The date and approximate time the issue occurred
• Any supporting documentation, such as screenshots or transaction records

Providing complete information at submission helps HIFI reduce the time needed to investigate and respond. Incomplete submissions may require follow-up before investigation can begin.

Resolution Process

All disputes submitted to HIFI follow a structured process designed to ensure fair and thorough review:

Receipt and Logging. Your dispute is received and logged in HIFI's dispute tracking system. A preliminary review is conducted to identify the nature of the issue.

Triage and Assignment. The dispute is assessed for severity and assigned to the appropriate HIFI team member based on the type of issue and required expertise. See Table A for severity classifications.

Acknowledgement. HIFI acknowledges receipt of your dispute and confirms that it is under review. Where additional information is required, we will contact you promptly.

Investigation and Review. The assigned team member conducts a thorough review of the dispute, including examination of transaction records, account data, system logs, and any supporting documentation provided. The scope of the review will depend on the nature and complexity of the dispute.

Partner Escalation (if applicable). Where a dispute involves matters that require input from HIFI's banking or financial partners, HIFI may escalate the relevant matter to the appropriate partner institution. HIFI keeps you informed of any escalation that affects the timeline for resolution.

Resolution. Once the review is complete, HIFI determines the appropriate resolution. This may include corrective action, account adjustments, refund processing, further restriction, or other outcomes depending on the findings of the investigation.

Communication of Outcome. HIFI notifies you of the outcome of the dispute in writing. Where further inquiry is needed, we may direct you to the appropriate team.

Documentation and Closure. All disputes are comprehensively documented, including a summary of the case, investigation steps, supporting evidence, and final resolution. Records are retained in accordance with applicable law and HIFI's recordkeeping obligations.

Table A: Severity Classification

Disputes are triaged by severity to ensure appropriate prioritization and response times.

Critical. Disputes involving immediate regulatory risk or significant harm, including unauthorized transactions, suspected fraud, or identity theft. Reviewed on a priority basis.

High. Disputes involving high-value transactions, repeated issues, or chargeback and settlement failures. Reviewed with elevated urgency.

Standard. Low-value disputes, fee inquiries, or issues that are straightforward to resolve. Reviewed in the normal course.

Response Timeframes

HIFI is committed to acknowledging and resolving disputes within reasonable timeframes. While resolution timelines depend on the complexity of the dispute and whether third-party involvement is required, HIFI's general targets are as follows:

Acknowledgement of Receipt: Within 1 business day.

Severity 1 Initial Response: Within 1 business day.

Severity 2 Initial Response: Within 3 business days.

Severity 3 Initial Response: Within 5 business days.

Full resolution (standard disputes): Within 10 business days.

Full resolution (complex disputes / partner escalations): Within 30 business days, or as required by applicable law.

Where a dispute requires escalation to a Partner or involves regulatory considerations, resolution timelines may extend beyond the targets above. HIFI will communicate any such delay promptly.

Escalation

If you are not satisfied with the outcome of your dispute, or if you believe your dispute has not been handled in accordance with this Policy, you may request escalation by contacting us at support@hifi.com with the subject line "Dispute Escalation Request" and your original case reference number.

Escalated disputes are reviewed by HIFI's Customer Success Team and, where appropriate, senior management.

Nothing in this Policy limits your right to contact applicable regulatory authorities where required or permitted by law. HIFI does not penalize any Client or Partner for communicating with a regulatory authority in accordance with applicable law.

Arbitration and Governing Law

Please read this section carefully. It affects your legal rights, including your right to file a lawsuit in court.

The resolution of any dispute, claim, or controversy that cannot be resolved through HIFI's internal dispute resolution process and that arises out of or relates to your Master Services Agreement with HIFI shall be governed by the arbitration and dispute resolution provisions set out in that Agreement.

Governing Law. All disputes are governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of laws principles.

Arbitration. Unresolved disputes shall be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. Arbitration hearings for disputes involving amounts of $1,000,000 or less will be conducted remotely. Hearings for disputes exceeding $1,000,000 will be conducted in New York County, New York, unless otherwise agreed.

Waiver of a Jury Trial. By entering into Master Service Agreement with HIFI, each Party irrevocably waives any right to a trial by jury in any action arising out of or relating to the Agreement or HIFI's services.

No Class Actions. All disputes must be brought on an individual basis. Neither Party may bring claims as a plaintiff or class member in any class, consolidated, or representative action.

Recordkeeping and Privacy

HIFI retains all dispute records for the period required under applicable law and HIFI's Data and Record Retention Policy. All records are securely stored and made available to banking partners and regulatory authorities upon lawful request.

Personal data collected in connection with a dispute is processed in accordance with HIFI's Privacy Policy. HIFI does not use dispute information for any purpose other than resolving the dispute and meeting its legal and regulatory obligations.

Contact

To submit a dispute or request information about the status of an existing dispute, please contact HIFI using the details below.

HIFI Bridge, Inc.
111 Town Square Place
Jersey City, New Jersey 07310
United States
Disputes & Support: support@hifi.com

When submitting a dispute by email, include "Dispute — [your company name]" in the subject line and provide as much detail as possible to help us respond efficiently.