Merchant of Record (MoR) Policy

1. Introduction

This Merchant of Record Policy explains the roles, responsibilities and obligations of LIVETRADERX LTD trading as LivePay (“LivePay”), merchants, sellers and customers using the LivePay payment infrastructure.

LivePay provides payment technology, payment collection facilities, disbursement services and API integrations that enable merchants to accept payments from their customers through supported payment methods.

Unless expressly agreed otherwise in a separate written agreement, LivePay acts as a payment technology and payment facilitation provider and does not act as the Merchant of Record for transactions processed on behalf of independent merchants.

2. Who Is the Merchant of Record?

The Merchant of Record (MoR) is the individual or legal entity that sells or supplies the underlying product or service to the customer.

The Merchant of Record is responsible for the commercial transaction, including:

• Selling and supplying the advertised products or services.
• Setting product and service prices.
• Providing accurate product descriptions.
• Delivering purchased products or services.
• Issuing receipts and invoices where applicable.
• Managing customer relationships.
• Handling customer complaints.
• Establishing and honouring applicable refund and cancellation policies.
• Complying with applicable tax, consumer protection and business regulations.
• Addressing product-related disputes and delivery failures.

The merchant remains responsible for the commercial relationship with its customers.

3. LivePay’s Role

LivePay provides the technology and infrastructure that enables merchants to receive and process payments.

Depending on the services enabled, LivePay may provide:

• Mobile Money payment collections through supported operators.
• Visa, Mastercard and American Express card collections.
• Payment links.
• QR payment solutions.
• API-based payment integrations.
• Payment notifications and transaction references.
• Disbursement and payout functionality.
• Payment transaction monitoring and reconciliation.

LivePay does not automatically become the seller, supplier, distributor or Merchant of Record merely because a customer completes a payment through its platform.

The appearance of LivePay’s name on a payment page, payment confirmation, transaction reference or payment statement does not, by itself, establish that LivePay supplied the underlying product or service.

4. Merchant Obligations

Every merchant using LivePay must:

1. Provide accurate identity, business and contact information during onboarding.
2. Ensure that all products and services offered are lawful.
3. Clearly identify themselves to customers as the seller or service provider.
4. Display applicable prices, fees and commercial terms before accepting payments.
5. Deliver products and services as advertised.
6. Maintain an accessible customer support channel.
7. Maintain a clear refund, cancellation and dispute policy.
8. Cooperate with LivePay during payment investigations.
9. Maintain sufficient funds to meet legitimate refunds, chargebacks and other payment obligations.
10. Avoid misleading customers regarding LivePay’s role in their transactions.

LivePay may request additional documentation or verification where necessary.

5. Customer Transactions

Customers purchasing products or services from a merchant through LivePay understand that:

• They are purchasing from the identified merchant, not automatically from LivePay.
• The merchant is responsible for the quality and delivery of the purchased product or service.
• Product-related complaints should initially be directed to the merchant.
• Refund requests are governed by the merchant’s applicable terms, subject to mandatory legal and payment-network rights.
• LivePay may assist with payment-related investigations and facilitate approved refunds where supported.

6. Marketplaces and Platform Operators

LivePay supports businesses operating marketplaces, e-commerce platforms, digital platforms and other multi-vendor business models.

Where a marketplace uses LivePay APIs to collect payments from customers, the marketplace or relevant seller must clearly establish which entity is responsible for the underlying sale.

Depending on the marketplace’s contractual structure:

• The marketplace operator may act as the Merchant of Record.
• An individual vendor may act as the Merchant of Record.
• Another expressly identified legal entity may act as the Merchant of Record.

LivePay does not automatically assume the Merchant of Record role for marketplace transactions.

Marketplace operators must ensure that their vendors are appropriately identified, their commercial responsibilities are documented and their payment arrangements comply with applicable laws and payment-provider requirements.

7. Payment Disputes, Refunds and Chargebacks

Merchants remain responsible for disputes arising from:

• Products not delivered.
• Services not provided.
• Products materially different from their descriptions.
• Incorrect product pricing.
• Customer dissatisfaction.
• Commercial cancellations.
• Failure to honour advertised terms.

LivePay may assist with payment investigations, transaction verification, evidence collection and the submission of dispute documentation to relevant payment partners.

Where a payment dispute, chargeback or refund creates a financial liability, the responsible merchant may be required to reimburse LivePay or the relevant payment partner in accordance with the applicable merchant agreement and payment-network rules.

Nothing in this policy limits a customer’s mandatory statutory or payment-network dispute rights.

8. Taxes and Regulatory Responsibilities

The Merchant of Record is responsible for determining and fulfilling its applicable tax, invoicing, licensing, reporting and other legal obligations arising from the sale of its products or services.

LivePay is responsible for its own applicable business, tax and regulatory obligations relating to the services it provides.

Merchants must not represent LivePay as the seller or supplier of their products or services unless a separate written agreement expressly establishes that arrangement.

9. Prohibited Misrepresentation

Merchants must not:

• Present LivePay as the actual seller of their products or services without authorization.
• Use LivePay’s name or branding to mislead customers.
• Misrepresent the identity of the entity receiving payment.
• Process payments for prohibited or undisclosed business activities.
• Use LivePay to conceal the identity of the actual seller.
• Misrepresent their refund, delivery or customer support obligations.

LivePay reserves the right to investigate suspected misrepresentation and restrict or terminate services where permitted by the applicable agreements and law.

10. Limitation of LivePay’s Commercial Responsibility

To the extent permitted by applicable law, LivePay is not responsible for:

• The quality, safety or legality of merchant products.
• Merchant delivery failures.
• Product warranties.
• Merchant advertising and representations.
• Merchant pricing decisions.
• The performance of services supplied by merchants.
• Commercial disagreements between customers and merchants.

This limitation does not exclude LivePay’s own contractual responsibilities, payment-processing obligations or liability that cannot lawfully be excluded.

11. Separate Merchant of Record Agreements

Where LivePay expressly agrees in writing to act as a Merchant of Record, the parties must enter into a separate agreement defining:

• The products and services covered.
• The legal seller and contracting entity.
• Customer-facing responsibilities.
• Tax and invoicing arrangements.
• Refund and chargeback responsibilities.
• Payment settlement arrangements.
• Regulatory and compliance obligations.
• Liability allocation and indemnification.

No Merchant of Record relationship shall be assumed merely from the use of LivePay’s payment infrastructure.

12. Policy Updates

LIVETRADERX LTD trading as LivePay may update this policy from time to time.

The latest version will be published on https://www.livepay.me.

13. Contact Information

• Website: https://www.livepay.me
• Email: [email protected]
• WhatsApp: +256 763 233 480
• Telephone: +256 200 920 876