This policy explains how to raise a payment problem with us and what happens if a chargeback or payment dispute is filed. It is part of our Terms of Service.
1. Contact us first
If you see a charge you do not recognise or have any problem with a deposit, you agree to contact our support team before contacting your bank or card issuer. Open a ticket from your dashboard, email jordantimothye@gmail.com or message us on WhatsApp at +44 7491 598 566. Most problems can be solved quickly this way.
2. What counts as a fraudulent or bad-faith dispute
A dispute is treated as fraudulent or in bad faith when, for example:
- you made the payment yourself, or allowed someone else to make it, and then claim it was unauthorised;
- you used the funds, or services were delivered, and you then claim you did not receive anything;
- you file a dispute to get money back that is not refundable under our No-Refund Policy;
- you file a dispute without first giving us a fair chance to help.
3. Refunded or charged-back deposits: amount taken back plus a penalty
Our clients are resellers who use their wallet balance to place orders. If any deposit you made is refunded, reversed or charged back through your bank, card issuer, Stripe or PayPal, we will record it on your account. For each refunded or charged-back deposit:
- the full amount of that deposit is deducted from your wallet balance; and
- a penalty of $50.00 per deposit is also deducted from your wallet balance, to cover the fees, lost services and handling costs that a refund or dispute causes us.
Example: if 4 deposits of $100 each are refunded, $400 is taken back and a penalty of 4 × $50.00 is also deducted.
These deductions may take your wallet balance below zero. While your balance is negative you cannot place new orders until you add funds to bring it back above zero. Every refunded deposit, the amount taken back and the penalty are shown to you under Transactions in your dashboard, and you will also receive an email. If you believe a deposit was recorded by mistake, open a support ticket and we will review it.
4. What happens if a dispute is filed
As soon as we learn of a chargeback or payment dispute on your account:
- your account may be suspended right away while the dispute is open;
- pending and new orders may be stopped;
- any balance in your wallet may be frozen.
If the dispute is found to be fraudulent or in bad faith:
- your account will be permanently banned;
- any remaining wallet balance is forfeited;
- we may refuse any future registration from you.
5. Evidence we provide to Stripe, PayPal and banks
To respond to a dispute, we submit evidence to Stripe, PayPal and the card issuer or bank. This can include:
- your account details and registration date;
- records of the policies you accepted at registration, at every deposit and before every order, with the date, time, IP address and browser;
- deposit records and payment references;
- order logs, including links, quantities, start counts, status history and delivery records;
- wallet ledger history showing how funds were used;
- login and IP address records;
- support tickets, emails and WhatsApp messages.
6. If a dispute is resolved in our favour
If the dispute is closed in our favour and was not in bad faith, we may restore your account at our discretion.
7. Genuine unauthorised use
If you believe someone used your card or account without your permission, tell us right away. We will lock the account and work with you and Stripe to investigate.