01What Norpo does and does not do
Norpo provides payment software and routing. Card, bank and app payments are processed by independent licensed providers, which carry out any checks on customers and hold the records of those payments.
Payments settle in USDC on Polygon directly to wallets controlled by merchants. Norpo does not hold the keys to those wallets and cannot freeze, reverse or redirect funds once they are on-chain. Funds held in a merchant's Norpo balance are a separate matter, and we can act on them where the law requires.
02Requests from authorities
We cooperate with valid requests from law-enforcement and regulatory authorities. Send them to support@norpo.io with the subject line Legal Request, and include:
- the requesting authority, officer name and official contact details;
- the legal basis and jurisdiction of the request, with a copy of the order or document where applicable;
- specific identifiers: transaction hash, wallet address, order reference, payment ID or merchant website;
- the information requested and the time period it covers;
- any confidentiality requirement and the deadline.
We disclose only what the request requires and what we actually hold. Card and identity data are held by the payment providers, not by Norpo.
03Emergencies
If there is an imminent risk of death or serious harm, mark the request Emergency and explain the situation. We prioritise these and may disclose information voluntarily where the law allows.
04Reporting abuse or fraud
If you believe a merchant using Norpo is defrauding customers or breaking the law, write to support@norpo.io with the website or bot, the order reference or transaction hash if you have one, and what happened. We review every report and may suspend the merchant. We cannot recover funds already settled to a merchant's wallet, so also contact the merchant, your payment provider and, where appropriate, the police.
05Payment disputes from customers
Questions about a purchase (delivery, refunds, quality) are for the merchant you bought from. Questions about a card or bank charge are for the provider that processed it; its name appears on your statement and receipt. If you can't reach either, contact support@norpo.io with the order details and we will help you find the right party.
06Copyright and content complaints
Norpo does not host merchants' websites or content. Complaints about a site's content should go to its owner and host. If a Norpo-powered merchant is selling infringing goods, send the details to support@norpo.io, including your rights, the infringing material and your contact details.
07Merchant responsibility
Each merchant is solely responsible for operating lawfully in every jurisdiction where it sells, under our Terms of Service.
08Response times
We acknowledge legal requests and abuse reports within 2 business days and aim to resolve them within 10 business days. Emergencies are handled as soon as possible.