What information is necessary to fight a chargeback?

***PLEASE NOTE: This information should be treated as a guideline and does not guarantee the successful outcome of chargeback***

If you receive a notification that a chargeback has been received, we recommend sending us the below information:

If the service has not been provided

• A clear explanation as to why the service was not provided
• All correspondence between the merchant and the customer
• Copy of correspondence between you and the customer requesting that the customer retract their charge dispute
• Copies of any communication with the customer that shows they tried to cancel the activity in violation of your Terms of Service
• If a government prohibition restricts the service from being provided, we need a copy of the official statement / announcement from that government body
• Copy or snippet of the Terms of Service listed which the customer agreed to at the time of booking. 
• A link to the Terms of Service on your website. These Terms of Service should clearly state your cancellation policy
• Images or video replicating the checkout process
• Booking logs showing the customer agreed to the Terms of Service and cancellation policy prior to the completion of the booking

If the service has been provided

• All correspondence between the merchant and the customer
• Copy of correspondence between you and the customer requesting that the customer retract their charge dispute
• Evidence that the customer participated in the activity such as, but not limited to:
  1. Passenger list
  2. Signed activity waiver form / signed check-in form
  3. Photo packages
  4. Photocopies of ID
• Copies of any communication with the customer that shows they were in attendance.
• Any other evidence that justifies your claim to receive payment for the booking.