Overview
Purpose of this policy
This Chargeback & Dispute Policy outlines the procedures, rights, and responsibilities for customers and participating storefronts when a payment dispute occurs. Our goal is to support fair, transparent, and timely dispute resolution.
What is a chargeback?
Chargebacks are formal payment disputes initiated through a customer’s card-issuing bank and handled under applicable card-network rules. Unlike a refund reviewed through the bartizan platform, a chargeback is a formal dispute governed by those rules (for example, Visa or Mastercard).
For customers
When a chargeback may apply
Customers may have the right to initiate a chargeback through their card issuer, for example in cases of:
- Fraudulent transactions (unauthorized purchases).
- Non-receipt of goods or services.
- Items “not as described”.
- Processing errors (duplicate charges, incorrect amounts).
Our requested process
bartizan encourages customers to use the platform’s refund and support process first where appropriate, while preserving any rights customers may have through their card issuer. Start a refund request — no account needed. You’ll confirm it’s you with your email, the last 4 digits of your card, and the exact amount paid. If the matter remains unresolved, you retain the right to contact your card-issuing bank.
Friendly fraud
Initiating a chargeback for a legitimate, authorized purchase (“friendly fraud”) is inconsistent with our Terms of Service and may result in additional review or suspension of platform participation.
For participating storefronts
Records and evidence
Participating storefronts are encouraged to maintain high standards of customer service to reduce disputes, and to retain proof of delivery, authorization, and customer communication so it can be provided as supporting evidence during dispute resolution.
Financial responsibility
Financial responsibility for chargebacks, fees, reserves, recoveries, or related adjustments is determined under the applicable storefront terms and reflected in the platform ledger.
Platform participation
Excessive chargebacks, unresolved disputes, misuse, or failure to meet platform requirements may result in additional review, reserves, payout holds, suspension, or termination of platform participation.