Merchant Terms of Service

This section applies to merchants and commercial partners (“the Merchant”) integrated with the Resal platform to deliver their services through it. Joining the network constitutes express acceptance of this section.

  • “Merchant Dashboard”: the merchant’s administration interface for monitoring transactions and reports.
  • “Resal Commission”: the agreed percentage deducted from each transaction.
  • “Settlement Cycle”: the frequency at which the merchant’s net dues are transferred.

1. Onboarding and Setup

The Merchant goes through the following onboarding stages before the account is activated:

  • KYB stage: submission of company verification documents (commercial registration, trade licence, beneficial owner details).
  • Technical integration stage: testing in the development environment (Sandbox) and approval before launch.
  • Launch stage: activation of the account in the production environment and the start of live transactions.

The full onboarding process usually takes between five and fifteen business days, depending on the completeness of the documents submitted.

2. Settlement Terms and Commissions

The following terms apply to the settlement of merchant dues:

  • Net dues are transferred to the Merchant’s registered bank account every fourteen (14) days.
  • The agreed Resal Commission is deducted from the total value of each transaction before transfer.
  • Resal is entitled to hold an operating reserve not exceeding 5% of monthly transaction value for a period of ninety (90) days for new merchants.
  • Detailed account statements are sent to the Merchant two business days before each transfer.

3. Refunds and Disputes Policy

The Merchant is bound by the following refund policy:

  • An end customer’s refund request is processed within seven (7) business days from the date of acceptance.
  • The Merchant bears the processing fees where the refund results from an error on their part.
  • In the event of a dispute, the request is raised through the Merchant Dashboard and determined within twenty (20) business days.
  • The acceptable refund rate does not exceed 2% of total monthly transactions; exceeding it triggers an account review.

4. Termination of the Commercial Relationship

The partnership may be terminated as follows:

  • With prior notice: either party may terminate the agreement by giving thirty (30) days’ prior written notice.
  • Immediate termination: Resal may terminate the account immediately in the event of a material breach of the terms, fraudulent activity, or non-payment of outstanding dues.
  • Post-termination: the Merchant’s net dues are transferred within thirty (30) days of termination, after deduction of any pending refunds.
  • Merchant data is retained in accordance with the retention schedule set out in the Privacy Policy.