Disputed charges
What to do before filing a chargeback.
If a charge looks wrong, open a ticket before filing a chargeback with your bank. We almost always resolve it directly — refunds clear in 5–7 business days through your card.
Why "ticket first" matters
A chargeback costs us $15–$25 and ~30 days of admin work regardless of who wins. We'd rather refund you in 5 minutes. And while a chargeback is in flight, your services pause from our side because the disputed payment temporarily reverses — your ticket would resolve faster than the dispute does.
Common dispute reasons + the right path
| Reason | Better path |
|---|---|
| "I didn't make this charge" | Open a ticket. We'll trace it from logs + can refund + lock the account. |
| "I cancelled but was charged" | Open a ticket with the cancellation date — we'll refund any post-cancellation charge. |
| "This isn't what I ordered" | Ticket with the issue. We'll either fix or refund. |
| "The service didn't work" | Ticket. We can usually fix in real-time; refund if not. |
If you already filed
We don't punish you for it. Open a ticket anyway — we still refund people mid-dispute. Your card issuer will resolve in our absence either way, but a ticket lets us settle it on the spot and you'll have services back faster.
Fraud (someone else used your card)
Open a ticket immediately, then change your password + enable 2FA. We'll refund, lock the account against the same card being used again, and forward fraud logs to the issuer if requested.