Last updated: August 2026
A chargeback is when your card issuer reverses a payment at your request, outside of our own refund process. This policy explains how we handle chargebacks and, more importantly, how to resolve a billing problem with us directly and faster, without needing one.
Most billing issues — a duplicate charge, a payment that failed but was still deducted, a cancellation that hasn't been refunded yet — can be resolved directly with our support team, usually faster than a card dispute (which can take card issuers several weeks to resolve). Please reach out with your booking reference and a description of the issue before filing a chargeback. See our Refund Policy for how eligible refunds are calculated and paid.
Card payments on our website are processed by a PCI-DSS compliant payment gateway. We do not see or store your full card number — only the gateway and your card issuer hold that data. Every successful payment is confirmed against the gateway's own records before a booking is marked paid, which is why we can usually verify a disputed charge quickly when you contact us.
If your bank opens a chargeback on a transaction, we will respond with the evidence available to us — booking confirmation, service delivered or scheduled, communication history, and the gateway's payment and authentication records — through our payment gateway's dispute process. We aim to resolve disputes fairly and promptly, and will usually reach out to you directly to try to settle the issue before or alongside the formal dispute.
If we made an error — an incorrect charge, a service that wasn't delivered, or a refund we failed to process — we will accept the chargeback or, where possible, resolve it with a direct refund instead so it doesn't stay open on your account.
Filing a chargeback for a service that was actually delivered, for a booking you legitimately made and later simply changed your mind about outside our cancellation terms, or as a way to avoid our refund process, is considered chargeback abuse. We will contest such disputes with the supporting evidence described above. Repeated or fraudulent chargebacks on an account may result in the account being suspended and future bookings being declined.
Card networks generally allow disputes to be filed within a limited window from the transaction or service date (commonly up to 120 days, depending on your card issuer and the reason for the dispute). Contacting us as soon as an issue arises gives us the best chance of resolving it quickly, whether or not a formal dispute is ultimately filed.
Before disputing a charge with your bank, reach out via our Contact page, email [email protected], or call +92-3034324321.
