01 Contact us before disputing a charge
If a charge is wrong, unrecognised, or the service was not delivered, email [email protected] or open a billing ticket before you contact your bank. Include the invoice number, the amount, the currency, and the date of the charge.
02 What we treat as a valid dispute
We will reverse or refund a charge when the invoice was duplicated, the amount does not match the order you accepted, or we did not provision the service you paid for. Inside the first 7 days, use the Refund Policy.
03 What we contest
We contest a chargeback when the charge matches an invoice you received, the service was provisioned, and you had access to the client area. We provide the card network with the order record, the invoice, proof that the service was active, and the Terms, which you accept at signup and at checkout.
04 Effect of a chargeback
When a chargeback is filed:
- The related service may be suspended immediately so further usage does not accrue.
- Domain names, email, and files may be held until the dispute is closed. We do not delete customer data solely because a dispute was opened, unless the account is later terminated for non-payment after the dispute is lost.
- If the chargeback is decided against us, the service is terminated and is not restored unless the invoice is paid again in full by a method we accept.
- You remain responsible for the chargeback fee charged by the bank or card network, and for the original invoice if the dispute is decided in our favour and the service was delivered.
05 Friendly fraud
Filing a chargeback for a service you ordered and received, instead of using the refund policy, is a breach of the Terms. We may close the account and decline future orders.
06 How to avoid a dispute
Invoices are issued before renewal and are due within 3 days. Pay from the client area, or by the bank details on the invoice, and use the invoice number as the payment reference. Email proof of a bank transfer to [email protected]. Invoices may be in EUR, USD, or PKR.