Chargeback Policy
Effective Date: September 3, 2026
- Purpose
This Chargeback Policy explains our approach to payment disputes and chargebacks relating to services purchased through our website.
We encourage customers to contact us directly before initiating a chargeback so that we have an opportunity to investigate and resolve any issue. - What Is a Chargeback?
A chargeback occurs when a customer asks their bank or card issuer to reverse a payment rather than resolving the matter directly with the merchant.
A chargeback may be appropriate where a payment was unauthorized or where applicable consumer or payment rules provide a valid basis for disputing a transaction. - Contact Us Before Initiating a Chargeback
If you believe there is an issue with a payment, booking, accommodation arrangement, or service, please contact us as soon as possible.
We will review the matter and, where appropriate, offer a resolution according to the applicable booking terms and Refund Policy. - Valid Reasons for Payment Disputes
Examples of legitimate payment concerns may include:- An unauthorized transaction
- A duplicate charge
- A service that was not provided
- A material discrepancy between the purchased service and the confirmed service
- Fraudulent or Unauthorized Transactions
If you believe your payment information was used without authorization, contact us immediately and also notify your bank or card issuer.
We may request information reasonably necessary to investigate the transaction. - Supporting Documentation
When investigating a payment dispute, we may review:- Booking confirmation
- Payment receipt
- Service description
- Emails or messages
- Cancellation request
- Refund request
- Delivery or service records
- Relevant supplier information
- False or Misleading Chargebacks
Customers should not initiate a chargeback simply because they changed their mind when a valid cancellation or refund procedure applies.
Submitting false or misleading information to a payment provider may result in further investigation and may affect future service availability.
This provision does not restrict any consumer's lawful right to dispute a transaction. - Chargeback Investigation
If we receive notification of a chargeback, we may provide relevant transaction and service records to the payment processor or financial institution to demonstrate the circumstances of the transaction. - Refunds During a Chargeback
Where a refund has already been issued or is being processed, customers should notify their bank or payment provider to avoid duplicate recovery. - Chargeback Fees
Where permitted by applicable law and payment-network rules, we reserve the right to recover reasonable costs resulting from fraudulent or abusive chargeback activity. We will not apply such charges where prohibited by law. - Contact Us
For payment questions or concerns, please contact us using the contact information provided on our website.
We encourage customers to contact us before initiating a chargeback so we can attempt to resolve the matter promptly.