***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:
- Passenger list
- Signed activity waiver form / signed check-in form
- Photo packages
- 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.