At Dollr, every payment that flows through our platform carries our protection. This Payment Protection Promise sets out the specific commitments we make to merchants and their customers regarding the security, reliability, and integrity of payment processing on the Dollr platform.

1. What We Promise

Secure Transmission

Every transaction initiated through Dollr is encrypted end-to-end using TLS 1.2 or higher. Card data never touches your servers — it is captured directly in our certified payment fields and tokenised before being processed through the appropriate payment network.

PCI-DSS Compliance

Dollr is certified at PCI-DSS Level 1 — the highest level of compliance for payment processors. Our infrastructure is independently audited annually by a Qualified Security Assessor (QSA). This means the card data flowing through our platform is handled in accordance with the most rigorous global security standards.

Fraud Detection

Every transaction is scored in real time by our fraud detection engine. We analyse hundreds of signals — device fingerprint, location, velocity, behaviour, and network — to block suspicious activity before it reaches your account. Our fraud models are updated continuously as new threat patterns emerge.

3D Secure Authentication

For card payments, we support 3D Secure (3DS2) authentication, which adds a layer of verification between the cardholder and their issuing bank. This shifts liability for fraudulent chargebacks from you to the card issuer when authentication is successfully completed.

Chargeback Assistance

If a customer disputes a payment and you have evidence to contest it, we will prepare and submit the dispute package on your behalf. Our team is experienced with card scheme dispute rules and will advocate for your business throughout the process.

Fund Safety

Collected merchant funds are held in a segregated trust account, entirely separate from Dollr's operational funds. This means your money is protected even in the unlikely event of financial difficulty at Dollr. Funds are not used for any purpose other than settlement to your account.

Uptime and Reliability

We design for 99.9% uptime across our payment processing infrastructure. Our systems run across multiple availability zones with automatic failover. We publish real-time status at status.heydollr.app and notify affected merchants immediately in the event of a service disruption.

2. What Happens If Something Goes Wrong

Unauthorised Transactions

If a transaction is processed without the cardholder's authorisation and our fraud controls failed to catch it, we will investigate and work with the relevant card scheme to resolve the dispute promptly. Merchants who followed our integration guidelines and used 3DS authentication are shielded from liability on such transactions.

Platform Errors

If a payment fails or is duplicated due to an error on our platform, we will identify and correct the error within 1 business day of it being reported and apply any necessary adjustments to your settlement. We will provide a full explanation of what happened.

Settlement Delays

In the rare event that a settlement is delayed beyond the standard timeline due to an issue on our side (not a compliance hold or bank issue), we will notify you within 24 hours, provide an estimated resolution time, and prioritise your settlement in the next processing cycle.

3. Your Role in Keeping Payments Safe

Our protection works best when merchants also follow good security practices:

Use our hosted payment fields or official SDKs — do not attempt to handle raw card data.
Enable two-factor authentication (2FA) on your merchant dashboard.
Keep your API keys confidential. Rotate them immediately if you suspect they have been exposed.
Review your transaction reports regularly and flag anomalies promptly.
Keep your KYC documents up to date to avoid settlement delays during periodic reviews.
Set up webhook alerts for key transaction events (payment.failed, dispute.created) so you can respond quickly.

4. Scope and Limitations

This Promise applies to transactions processed through the official Dollr platform and APIs. It does not cover:

Losses arising from the Merchant's own fraud, misconduct, or breach of our Terms of Use.
Disputes where the Merchant has not maintained adequate transaction records.
Transactions processed through unofficial or modified integrations.
Force majeure events (natural disasters, government orders, network outages outside our control).
Losses caused by the Merchant's failure to follow our security guidelines.

This Promise is a statement of our service commitments and does not create additional legal liability beyond what is set out in our Merchant Service Agreement.

5. Reporting a Security Concern

If you believe you have discovered a security vulnerability in the Dollr platform, please report it responsibly to [email protected]. We investigate all reports and will acknowledge receipt within 24 hours. We do not take legal action against researchers who act in good faith.

If you suspect fraudulent activity on your account, contact our support team immediately:
Email: [email protected]
Dollr Services Ltd.