This policy applies to PayPal disputes as well as chargebacks.
What is a chargeback?
A chargeback occurs when a cardholder informs their card issuer or bank that a payment is unrecognised or fraudulent. The card issuer will then reclaim the payment from the seller and issue a chargeback fee, the customer is temporarily refunded pending an investigation.
Chargebacks are intended as a last resort, and are not a means of obtaining a refund without contacting us first. We are always happy to offer a refund when requested by a customer as per our Refund Policy and Cancellation Policy.
I am unhappy with a payment, what should I do?
Before contacting your bank, please get in touch with us if you believe that a payment has been made in error or you meant to cancel your service. This way, we can refund you and avoid a chargeback. If you decide to issue a chargeback against us after forgetting to cancel your service then we will appeal the chargeback and seek a return of the funds.
If you need to cancel your service then please follow the Cancellation Guidelines or contact us.
If you have forgotten to cancel your service and a payment has been processed then please contact us - we understand that this happens sometimes and are happy to issue a refund in this situation.
What happens when we receive a chargeback?
We take a zero tolerance approach to any fraud, including chargeback fraud (this is where a customer issues a frivolous chargeback in an attempt to obtain a refund without contacting us to resolve an issue). When we receive notice of a chargeback, we will suspend all services associated with the account. An email will be sent out to the customer informing them that a payment they have made was without the consent of the cardholder.
We will then gather any evidence required in order to appeal the chargeback. It can take up to 2 months to fully resolve a chargeback, this depends on the card issuer.
I've issued a chargeback by accident, what should I do?
If you have issued a chargeback against us in error then please contact us as soon as possible and we will consider reactivating your services at our discretion. You should also contact your card issuer and ask them to cancel the chargeback.
What happens if a chargeback is cancelled?
When we receive notification that a chargeback has been cancelled then we will reactivate the customer's services as soon as we can and no further action will be taken.
What happens if the chargeback is successful?
In this case, we will permanently cancel the services associated with the account and block the card from being used again. We may in some cases decide to recover the funds using a debt collection agency.
If a customer wishes to appeal this decision then they can contact us and request reactivation. However, we reserve the right to charge a reactivation fee of £50 per chargeback and all future payments must be made by bank transfer.
