Moneo Dispute Resolution Policy

Effective Date: June 1, 2025

1. Purpose

Moneo LLC (“Moneo,” “we,” “our”) is committed to maintaining the integrity and security of every transaction on our platform. This Dispute Resolution Policy outlines how we investigate, respond to, and resolve disputes related to wallet funding, payments, and account activity.


2. Initiating a Dispute

If you identify an error, unauthorized transaction, or other issue, you must notify us within 60 days of the transaction date. You can initiate a dispute by:

You will be asked to provide:

  • Transaction ID and date

  • Description of the issue

  • Screenshots or supporting evidence

  • Any communications with the other party (if applicable)

3. Investigation Process

Once a dispute is filed:

  • We acknowledge receipt within 2 business days

  • We conduct an internal review using account activity, device fingerprints, KYC records, and transaction history

  • We may contact both parties or request additional documentation

  • For disputes under Regulation E, we follow the required timelines:

    • Preliminary response within 10 business days

    • Provisional credit issued if more time is needed

    • Final resolution provided within 45 to 90 days

4. Resolution Outcomes

After reviewing a dispute, we may:

  • Approve a refund

  • Deny the claim with a written explanation

  • Recover funds from the other party or user balance

  • Freeze accounts if fraud or abuse is detected

5. Wallet Funding Reversals

If a user initiates a dispute with their bank (e.g., an ACH return or card chargeback) for a

wallet deposit:

  • Moneo reserves the right to debit the disputed amount from your Moneo balance

  • If funds are unavailable, we may place a hold on future transfers or initiate recovery action

  • Users who repeatedly file invalid or fraudulent disputes may have their accounts restricted or terminated

6. Finality of Wallet-to-Wallet Transfers

Once a user initiates a transfer from their Moneo wallet to another Moneo account, that transaction is considered final and irreversible. Moneo is not responsible for disputes between users regarding completed transfers, unless fraud or unauthorized access is proven.


7. Arbitration & Final Resolution

If a dispute cannot be resolved through the above process, it will be handled per our Terms of Service through binding arbitration. You agree that:

  • Disputes must be resolved individually, not as part of a class action

  • Arbitration will be conducted in accordance with the American Arbitration Association (AAA) rules

  • Location of arbitration is Texas, unless mutually agreed otherwise


8. Your Responsibilities

To help resolve disputes effectively, you agree to:

  • Cooperate fully with Moneo during any investigation

  • Respond promptly to requests for documentation or clarification

  • Use the Services honestly and in accordance with our Terms of Service


9. Questions or Appeals

If you have questions about this policy or wish to appeal a decision, please contact our Support Team:

Email: [email protected]