> ## Documentation Index
> Fetch the complete documentation index at: https://support.wepayments.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Operational Guidelines

> Rules and procedures for platform use, transaction limits, and acceptable use policies.

## Acceptable Use

The WEpayments platform is designed for legitimate business payment operations. All users must comply with the following acceptable use standards.

### Permitted Use

* Processing payments for goods and services offered by your registered business
* Disbursing funds to verified suppliers, employees, and partners
* Managing receivables and settlements from payment methods contracted with WEpayments
* Integrating via API for automated payment workflows within your business operations

### Prohibited Use

Using WEpayments for any of the following is strictly prohibited and may result in immediate account suspension:

* Payments to or from sanctioned or blacklisted parties
* Money laundering, fraud, or structuring transactions to avoid reporting
* Processing payments on behalf of unlicensed third parties
* Gambling, lotteries, or games of chance without explicit regulatory authorization
* Adult content platforms without prior approval
* Pyramid schemes, Ponzi schemes, or multi-level marketing without prior approval

***

## Dispute Resolution

### Customer Disputes

If a customer disputes a transaction processed through your WEpayments account:

1. You will receive a notification via email and in-platform alert.
2. You have **5 calendar days** to respond with supporting documentation.
3. If no response is received, WEpayments may process a refund to the payer.

### Merchant Disputes

If you believe a transaction was processed in error or you have been incorrectly charged:

1. Open a ticket at [cs@wepayments.com.br](mailto:cs@wepayments.com.br) within **30 days** of the transaction.
2. Include the transaction ID, amount, and a description of the issue.
3. Our team will respond within 3 business days.

***

## Account Suspension and Termination

WEpayments reserves the right to suspend or terminate accounts, in accordance with the **Resolution BCB n° 96 de 19/5/2021**, that:

* Violate the acceptable use policy
* Fail to complete KYB requirements within the prescribed timeframe
* Accumulate excessive chargebacks or disputes
* Are involved in fraudulent or suspicious activity

In non-emergency cases, WEpayments will provide **30 days written notice** before account termination. In cases of fraud, regulatory risk or in conditions previously added in agreement, suspension may be immediate.

***

## Changes to These Guidelines

WEpayments may update these operational guidelines from time to time. Material changes will be communicated via email and in-site in [Terms and Conditions](https://wepayments.com/wp-content/uploads/2025/03/EN-Terms-and-Conditions.pdf).

For questions about these guidelines, contact [legal@wepayments.com.br](mailto:legal@wepayments.com.br).